Insights Blog

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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Real-Time Convergent Charging and Policy Drives Next Wave of Innovation

It was just 18 months ago that TM Forum research revealed that none of the CSPs polled in its survey had fully implemented real-time charging, much less combined charging and policy, to tap into the growing potential of OTT revenue streams.

So here we are 18 months later and TM Forum reports a much different picture. Its new global research says that 95 percent of CSPs agree or strongly agree that they cannot remain competitive without implementing real time convergent charging (RTCC) and policy management. While it looks like a dramatic shift, it’s not surprising to me given the work we’re doing with our market-leading customers.

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Cash in on the Digital Lifestyle: 5 Questions Cable Operators Must Ask

My family is probably like yours; we subscribe to a bundled cable service, and spend at least another $30-50 on content from OTT providers like Redbox, Amazon and Apple, every month.  Working with cable providers every day gives me a unique perspective on each of those content purchases and just how big the opportunity to profit from the digital lifestyle really is. 

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Consumers to the Digital Content Experience: “Just Let Me Buy This!”

Posted by Brice Clinton on June 25, 2014 Topics: Digital Content, Customer Experience

Amidst the sensory overload of the digital evolution, it’s ironic to me that a mundane thing like how to pay, and how easy it is to pay, can mean the difference between a loyal customer and a one-time purchase. Ironic but true; the day I couldn’t cash in my gift card to watch “The Monuments Men” sent me searching to make my purchase elsewhere.

As a Digital Service Provider (DSP), capturing the hearts and minds of consumers like me requires the ultimate flexibility in meeting expectation for easy methods to purchase digital content.  DSPs know that consumers are willing to pay for their favorite content – the question has become – how easy can you make it for consumers to buy quickly and conveniently?

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Small but Mighty: SMBs Require a Custom Approach from their CSP

Posted by Siobhan Ryley on June 11, 2014 Topics: Customer Experience, CSPs

What do Latvia, Sweden, China and Brazil have in common? The answer is only people in these four countries out of 40 surveyed responded it was feasible to be self-employed. For the rest of us, it seems, it’s just all too hard. And no wonder, when three quarters of small business owners say they fill between 3 and 6 different roles every day. Personalizing the offers – and experience – of SMBs will attract and retain this valuable customer segment.
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