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