CUSTOMER ANALYTICS IN THE POST-OTT AGE

100% of U.S Service Providers believe they are not making the most of subscriber data to engage customers

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U.S TV subscription businesses are failing to use subscriber data and analytics to understand their customers’ needs and drive action throughout the customer lifecycle. Providers see customer experience as a top strategic priority for their business – however there remains a large gap between where operators are and where they want to be.

In-depth interviews with c-level executives from TV organisations, Telco’s, Broadcasters and stand-alone SVOD providers reveal the true reality of how customer data insight and analytics are being used today, and in the future in the United States. As operators direct such a huge focus onto content recommendations to engage customers, many are missing opportunities to maximise customer acquisition, reduce churn, grow revenue and deliver a superior customer experience throughout the customer journey.

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