Insights Blog

Survey Reveals What Millennials Expect from their Mobile Service in 2022

Posted by Phillip Yoo on April 6, 2017 Topics: Customer Experience, Mobile Operators

When you're curious about finding new technologies (or let's face it, figuring out how to use them), chances are that you turn to one group in particular: millennials. The younger generation, made up of 18-35 year-olds, seems to be always plugged into the latest trends and cool uses of their mobile services. This isn't surprising—they are, after all, mobile natives, fully immersed and comfortable in the digital world.

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What the Oscars Can Teach Us About the Internet TV Customer

 

For Hollywood, the beginning of the year means one thing: awards season. From the Golden Globes to the Oscars, contributions in film and television are honored and celebrities put on their black-tie best. As viewers, it’s fun to spend Sunday nights speculating on which film is going to win big. (La La Land is the one to beat this year, in case you haven’t heard).

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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 it (on top of my cable package). That’s a lot of recurring payments to stay on top of every month, not to mention the fact that as a consumer of content, it’s a bit of a disjointed experience, shifting from one app to another or trying to remember which movie or TV show is available where.

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

Posted by Ken Kennedy on January 23, 2017 Topics: Cable services, Customer Experience, CSPs, Internet of Things

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 maintaining traditional lines of effort is challenging, to say the least.

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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) chances. But as the year (a forgettable one for a Colts fan) draws to a close, something else about not only football, but sports overall has struck me -  not the wins or the (many) losses, or the player trades or injuries, but the way we as fans watch it.

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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 down. In fact, Netflix recently announced its weakest subscriber expansion in three years.

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Can CSPs Still Beat Netflix?

Posted by Robert Machin on February 11, 2016 Topics: Digital Content, Customer Experience, DSP

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 happy days. For Netflix’ competitors, perhaps less so.

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DSPs: the Modern World’s Purveyors of Bottled Water

Posted by Brice Clinton on May 1, 2015 Topics: Digital Content, Customer Experience, DSP

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 for something you can get for free?” That childhood has passed us by, and so too has the aversion to paying for those once free amenities, like water. We love the speed, the convenience, and the peace of mind that the prepackaging brings – not unlike our growing love of convenient content, pre-packaged and ready to consume.

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Customer Communication: Picking Up Where We Left Off

Posted by Sue Freitik on April 9, 2015 Topics: Customer Experience

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 left off. I count on them to be there with whatever I need, so it shouldn’t be surprising that I expect that same consistent relationship with the businesses that I trust to hold my money, my personal details, and that know my communication and purchase preferences perhaps even better than my friends.

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Need a New Strategy to Drive Customer Engagement? Just Add Video

Posted by Scott Ortiz on December 19, 2014 Topics: Cable Operations, Customer Experience

Let's face it we could all use a content diet.  Frankly, many suffer from information overload.  First came print, then radio & television, the Internet, and now every imaginable form of content is available to you virtually anywhere/anytime via your mobile device. 

You don't have to go far to find research that supports the importance of the "customer experience," delivered along with all that content.  To create an intentional and meaningful customer experience can require considering every facet of how a customer interacts with their service provider, right down to the monthly bill.  You may not think that the monthly bill is a likely place for innovation to improve the customer experience, but take a closer look. 

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