In this session, I will share Globo’s experience designing the suspension journey for Globoplay subscribers, focusing on how we combined automation and AI to reduce involuntary churn. Traditionally, suspension communications relied on static messages, but our goal was to create engaging and relevant content for users at risk of cancelation. By leveraging Gemini, we generated dynamic film synopses that were seamlessly integrated into Salesforce Marketing Cloud email templates. This approach allowed us to personalize communications at scale, aligning the message with the subscriber’s interests and the streaming experience they value most.