Tag:
Customer Experience

Single-Hub for Content: Why App Stores are a Model for Cable Providers

Like many consumers, I review my card statements monthly to make sure everything is on track. Last month, I couldn’t help but notice the sheer number of content services I’m subscribed to. From Spotify to HBO Now, from Netflix to Hulu to Showtime, you name it, I’m probably subscribed to...

B2B2X, IoT and CX: Cutting through Alphabet Soup to See What’s Next in 2017

As 2017 is kicking off, I’m reflecting on what a big year it will be for communication service providers. The competition to introduce new digital services and improve the customer experience has never been more intense. Balancing the need to transform business models for the customers of tomorrow with still...

NFL in the Age of Twitter: How the Sports Content Viewing Model is Changing

As we approach the end of 2016, football fans are setting their sights on the NFL Playoffs and gearing up for the culmination of their teams’ yearlong efforts – the Super Bowl. As an avid Indianapolis Colts fan, I find myself mired in playoff speculation and debating my team’s (slim)...

Why Netflix Needs Cable Partnerships

We are living in a new era of content viewing. In the last decade, streaming services like Netflix and Hulu have changed the game when it comes to giving consumers access to their favorite shows anytime, anywhere. However, recent figures show that previously explosive adoption rates might now be slowing...

Can CSPs Still Beat Netflix?

The attraction of online video was well-established long before Netflix launched in 130 countries this January. Viewers have been buying video at an ever‐increasing rate, seduced by one-click access and easy consumption on smart devices, and by an ever-expanding range of providers and content. For subscribers and viewers, these are...

DSPs: the Modern World’s Purveyors of Bottled Water

I hope there’s someone reading this out there who remembers an age when drinking water came out of a tap, a drinking fountain, or for some of us, even a hose. Perhaps like mine, your parents railed against the expense of bottled water: “Who in their right mind would pay...

Customer Communication: Picking Up Where We Left Off

I have some dear friends who I only speak to every six months or so—and sometimes we go longer than that!—but when we touch base it’s like no time has passed since we last spoke. I cherish these friendships, and my friends’ ready acceptance to pick up right where we...