Paywizard study shows European TV operators are failing to use subscriber data to ensure a positive customer experience

Date: 03/10/2018
Paywizard study shows European TV operators are failing to use subscriber data to ensure a positive customer experience

Paywizard, the pay-TV subscription, billing and customer relationship management (CRM) specialist, has announced that a new study of major European broadcasters, pay-TV operators, telcos and over-the-top (OTT) service providers reveals that all rank customer experience as a top strategic priority but the vast majority are failing to make effective use of subscriber data and analytics to engage consumers.

In-depth interviews with C-level executives from operators throughout Europe show that, across the board, TV and video service providers plan to increase their use of customer analytics over the next 12-18 months. The research findings reveal that 80% believe they are only at the beginning of their customer analytics journey and need to boost their ability to analyse consumer data to ensure a consistently good customer experience.

Bhavesh Vaghela, Paywizard’s Chief Executive, says: “Lengthy interviews with the operators taking part in the study show clearly that virtually everyone providing a pay-TV service sees analytics as critical to understanding the customer journey and having the ability to take actions that enhance the customer experience – such as highly targeted offers and precisely-timed communications. But most still are unable to do that. There is a large gap between where operators are and where they want to be.”

The research report, Customer analytics in the post-OTT age: insights from European service providers, identified crucialDecision Moments in the customer journey when analytics can be used to determine the right action at the right time. These key points include: acquiring a new customer; tracking content consumption for recommendations and offers; upselling and cross-selling to boost average revenue per user; churn prediction and reduction; billing accuracy; and winning back lost subscribers.

The release of the research report comes on the heels of Paywizard launching Paywizard Singula, an innovative standalone platform that empowers pay-TV operators and OTT providers to take a more intelligent, data-driven actions than ever to engage subscribers. The solution utilises subscriber insights and artificial intelligence (AI) to recommend ‘next best actions’ at each Decision Moment in the customer journey.

Vaghela adds. “The research clearly demonstrates that customer experience has emerged as a key competitive differentiator in the pay-TV sector, with data analytics playing a critical role – but most TV and video operators don’t yet have the tools they need to get through to customers. This analytics capability gap is the void Paywizard Singula can fill for operators capturing data on any platform.”

Ben Keen, the independent technology and media analyst and the author of the commissioned research report, notes: “Overall, the operators we talked to believe the weakest part of their current analytics capability lies in predicting churn and winning back lost subscribers. They also uniformly think that applying analytics to this stage of the customer journey would have one of the most positive impacts on their overall business performance.”

The research shows broadcasters and some stand-alone online video platforms are more advanced in their use of sophisticated analytics, while telcos struggle most to utilise customer data to advance their video businesses. The study also reveals that most operators do not even consider using data analysis to increase revenue from existing customers and, also surprisingly, few are employing analytics to improve billing accuracy, which previous research has shown to be a major annoyance for customers.

Key insights voiced directly by the executives interviewed for the report include:

  • “Customer experience ranks no 1. It is the reason we put so much effort into developing our own application and the delivery of content and all the metrics that go with it. It is strategic because the only way to fight churn is to have the best customer experience.”

Chief Executive of stand-alone OTT provider

  • “Data is one of those words that means a lot of different things to different people. Where we can use insight to better serve audiences and advertisers, then that’s what we are focused on.”

Broadcaster executive

  • “With any operators, the TV business is just not on the agenda of top management. It is two steps down. It is the poor cousin from the country they forgot about.”

Telco TV executive

  • “We are really going to struggle to continue to grow unless we have something that is far more sophisticated than we have at the moment.”

OTT executive on analytics capability

  • “The biggest challenge within our analytics is how to bring the network view and the retail view alongside the customer view.”

Telco executive on utilising quality of service data

  • “The big massive gaping hole that I am desperate to fill is understanding about specific customer behaviours so that we can actually understand the different types of user within our overall service.”

OTT subscription video on demand executive

To download Customer analytics in the post-OTT age: insights from European service providers, go towww.paywizard.com/customer-analytics.



Tags: Paywizard | Ben Keen | pay-TV | Research | OTT | CRM | Decision Moments
Submitted by Paywizard (platformcomms)
View author's directory page

Related Interviews
  • Vision Research at BVE 2013

    Vision Research at BVE 2013

  • Vision Research at BVE 2012

    Vision Research at BVE 2012

  • Vision Research at BVE North 2011

    Vision Research at BVE North 2011

  • Hive Lighting at IBC 2015

    Hive Lighting at IBC 2015

  • Polecam at BVE 2013

    Polecam at BVE 2013

  • Safer OTT and TV Platforms from Viaccess-Orca at IBC 2017

    Safer OTT and TV Platforms from Viaccess-Orca at IBC 2017

  • Smarter OTT and TV Platforms from Viaccess-Orca at IBC 2017

    Smarter OTT and TV Platforms from Viaccess-Orca at IBC 2017

  • Scott Hill uses EditShare: Lightworks at NAB 2013

    Scott Hill uses EditShare: Lightworks at NAB 2013

  • Viaccess-Orca at IBC 2016

    Viaccess-Orca at IBC 2016

  • Prime Focus Technologies at IBC 2016

    Prime Focus Technologies at IBC 2016

  • Kino Flo at NAB 2016

    Kino Flo at NAB 2016

  • Comigo at IBC 2015

    Comigo at IBC 2015

  • EBS at IBC 2015

    EBS at IBC 2015

  • Volicon at IBC 2015

    Volicon at IBC 2015

  • Thomson Video Networks at IBC 2014

    Thomson Video Networks at IBC 2014

  • BBright at IBC 2014

    BBright at IBC 2014

  • Visual Unity at IBC 2014

    Visual Unity at IBC 2014

  • Viaccess-Orca at IBC 2014

    Viaccess-Orca at IBC 2014

  • SIS LIVE ManPak and LoStow at IBC 2014

    SIS LIVE ManPak and LoStow at IBC 2014

  • Perception at NAB 2014

    Perception at NAB 2014

  • Visual Unity at NAB 2014

    Visual Unity at NAB 2014

  • ATEME at NAB 2014

    ATEME at NAB 2014

  • TMD talk asset management solutions on BroadcastShow LIVE at IBC 2013

    TMD talk asset management solutions on BroadcastShow LIVE at IBC 2013

  • Cambridge Imaging Systems on BroadcastShow LIVE at IBC 2013

    Cambridge Imaging Systems on BroadcastShow LIVE at IBC 2013

  • Bridge Technologies QoE Monitoring with Mobile Videowall Display at IBC 2013

    Bridge Technologies QoE Monitoring with Mobile Videowall Display at IBC 2013

  • Bridge Technologies PocketProbe App at NAB 2013

    Bridge Technologies PocketProbe App at NAB 2013

  • Vimond Control Center at NAB 2013

    Vimond Control Center at NAB 2013

  • Telestream Vantage v5 at NAB 2013

    Telestream Vantage v5 at NAB 2013

  • Tariam Tooway stand at BVE 2013

    Tariam Tooway stand at BVE 2013


Related Shows
  • Show 26 - 20th November 2013

    Show 26 - 20th November 2013


Related Articles
  • What content providers need to know about OTT

    What content providers need to know about OTT

  • The brave new world of software based  production

    The brave new world of software based production

  • What is next in OTT

    What is next in OTT

  • Will we soon be paying our respects to PayTV

    Will we soon be paying our respects to PayTV

  • Run Leaner, More Agile and Scalable OTT Operations

    Run Leaner, More Agile and Scalable OTT Operations

  • Twenty Years of Transcription

    Twenty Years of Transcription

  • The Ongoing Evolution of Subtitling Technology

    The Ongoing Evolution of Subtitling Technology

  • Why OTT needs multicast ABR

    Why OTT needs multicast ABR

  • How the Cloud can be enabled as traditional broadcast workflows evolve

    How the Cloud can be enabled as traditional broadcast workflows evolve

  • Audience engagement with advertising in an OTT world

    Audience engagement with advertising in an OTT world

  • Monetizing OTT

    Monetizing OTT

  • Navigating Unfamiliar Territory

    Navigating Unfamiliar Territory

  • Pushing the Boundaries for OTT

    Pushing the Boundaries for OTT

  • 5G Streaming - The Rollout

    5G Streaming - The Rollout

  • You can have your OTT and IP IT too

    You can have your OTT and IP IT too

  • A changing media industry

    A changing media industry

  • Making OTT monitoring and compliance manageable and economical

    Making OTT monitoring and compliance manageable and economical

  • OTT - is it over the top or business as usual

    OTT - is it over the top or business as usual

  • OTT A Multiscreen Environment

    OTT A Multiscreen Environment

  • TV Futures - Streaming

    TV Futures - Streaming

  • The fushion of content and big data

    The fushion of content and big data

  • Sorry for any disruption caused: Netflix strikes again

    Sorry for any disruption caused: Netflix strikes again

  • Creating native looks in alien worlds: the making of The Martian

    Creating native looks in alien worlds: the making of The Martian

  • Chasing ratings

    Chasing ratings

  • Visualising the future of digital media business

    Visualising the future of digital media business

  • Ask the experts: Streaming

    Ask the experts: Streaming

  • 4k Streaming: a Key OTT Differentiator

    4k Streaming: a Key OTT Differentiator

  • Emphasising Television in streaming television

    Emphasising Television in streaming television

  • Software defined workflows

    Software defined workflows

  • Proprietary vs. off the shelf hardware for OTT video delivery

    Proprietary vs. off the shelf hardware for OTT video delivery

  • Will Strauss looks at 6 reasons why 4k is so special

    Will Strauss looks at 6 reasons why 4k is so special

  • Driving customer loyalty with OTT

    Driving customer loyalty with OTT

  • Service providers should see OTT as a revenue opportunity

    Service providers should see OTT as a revenue opportunity

  • Three big questions on OTT

    Three big questions on OTT

  • Leaping over the top

    Leaping over the top

  • OTT: Back to basics

    OTT: Back to basics

  • Embracing the 4K future with next generation encoding technologies

    Embracing the 4K future with next generation encoding technologies

  • Will Strauss rounds up IBC 2013

    Will Strauss rounds up IBC 2013

  • Exceptional loudness control does not have to break the bank

    Exceptional loudness control does not have to break the bank

  • OTT Market trends and evolutions with Christine Jecko

    OTT Market trends and evolutions with Christine Jecko

  • The key to the success of OTT services

    The key to the success of OTT services

  • Creating a feature-rich subscriber-based OTT entertainment service

    Creating a feature-rich subscriber-based OTT entertainment service

  • Getting to grip with it with Mark Scotton

    Getting to grip with it with Mark Scotton

  • Sony cameras and Canon EF Lenses being used to great effect

    Sony cameras and Canon EF Lenses being used to great effect

  • 3D filmmaking

    3D filmmaking

  • OTT Monitoring: keeping it simple and useful

    OTT Monitoring: keeping it simple and useful

  • The new world of live acquisition

    The new world of live acquisition

  • Review on the Autocue SSP17 Starter Series

    Review on the Autocue SSP17 Starter Series

  • Mobile Cameraman Extraordinaire

    Mobile Cameraman Extraordinaire

  • HotTips on how to be a better lighting cameraman.

    HotTips on how to be a better lighting cameraman.


News
CBC Radio-Canada Taps Grass Valley Open Standards IP Playout for New Montreal Broadcast Center Posted: 15/02/2019
CBC Radio-Canada Taps Grass Valley Open Standards IP Playout for New Montreal Broadcast Center

The Canadian Broadcasting Corporation, CBC/Radio- Canada, has chosen the iTX integrated playout platform from Grass Valley, a Belden Brand, for its new Maison de Radio-Canada broadcast center in Montreal, due to open in 2020. Handling over 100 TV, radio and web channels, and supporting SMPTE ST 2110, iTX will enable the broadcaster’s production teams to seamlessly manage multiple formats – such as 4K UHD – and mix IP live inputs using back-to-back IP sources and file-based clips.

Tags: Grass Valley | CBC | Grass Valley a Belden Brand | iTX
Submitted by Platform Communications
More from this author
Arc Publishing signs broadcaster Graham Media Group Posted: 14/02/2019
Arc Publishing signs broadcaster Graham Media Group
The Washington Post’s Arc Publishing today announces it has signed broadcaster Graham Media Group, a subsidiary of Graham Holdings Company, giving its stations access to Arc’s industry-leading video content management system. This is Arc’s second U.S. broadcast client in as many months, following the launch of Raycom Media in December.

“Arc’s video CMS equips broadcasters with the technology they need to distribute their video in real-time across a variety of digital platforms, ensuring they reach the broadest possible audience,” said Scot Gillespie, CTO at The Washington Post. “We are pleased Graham Media has entrusted Arc to power such an important part of their digital strategy. It is a testament to the technology’s multi-site capabilities and exemplifies how Arc seamlessly integrates with a brand’s existing tech stack.”

Tags: The Washington Post | Arc Publishing | Graham Media | Graham Media Group | AWS | AWS Elemental | Amazon Web Services
Submitted by Raz Public Relations
More from this author
x-dream-distribution and Squared Paper announce partnership Posted: 14/02/2019
x-dream-distribution and Squared Paper announce partnership
BVE 2018, 26 – 28 February, Stand G24 – x-dream-distribution GmbH, a German-based and internationally operated company selling software products to the broadcast industry today announce a new partnership with UK-based Squared Paper Ltd., which develops and integrates micro-service Enterprise ESB tool kits for the media and broadcast sector.
Tags: microservices | broadcast | system integration | Squared Paper | x-deam-distribution | partnership | BVE 2019 | BVE 2019
Submitted by x-dream-distribution GmbH
More from this author
Magewell Expands Pro Convert NDI Encoder Roster with Fourth Powerful Model Posted: 14/02/2019
Magewell Expands Pro Convert NDI Encoder Roster with Fourth Powerful Model

Magewell has unveiled the new Pro Convert SDI Plus standalone NDI® encoder, the fourth entry in its rapidly-expanding Pro Convert family of devices for bringing traditional video signals into IP-based production networks using NewTek's popular NDI technology. The new model converts SDI-connected HD or 2K input sources into NDI streams with extremely low latency and is available immediately, as are all three previously-announced Pro Convert models.

Tags: NDI | converter | live | magewell | newtek | hardware | software | convert | conversion | IP | network | encoder | broadcast | professional AV | 4K | Ultra HD | UHD | UltraHD | SDI | NAB 2019 | NAB 2019
Submitted by Write Turn Communications
More from this author
DIgiBox at BVE 2019 Posted: 14/02/2019
DIgiBox at BVE 2019

DigiBox, one of the premier UK distributors of market-leading technologies for the broadcast, video, and pro-AV industries will showcase the latest products and solutions from DigiBox partners Avid (DigiBox is a Tier 3 distributor), AJA, BirdDog, Gefen, LMP, Loupedeck+, SNS, Theatrixx, Wowza and others on Stand F30 at BVE 2019.

Tags: boxer | BVE | Avid | BirdDog | Gefen | LMP | Loupedeck+ | SNS | Theatrix | Wowsa | BVE 2019 | BVE 2019
Submitted by Manor Marketing
More from this author
Friend MTS to highlight its ultra-robust, third generation watermarking at the Sports Anti-Piracy Summit Posted: 14/02/2019
Friend MTS to highlight its ultra-robust, third generation watermarking at the Sports Anti-Piracy Summit

Friend MTS, the content and revenue protection specialist, will highlight its ultra-robust, third-generation ASiD watermarking and global monitoring service at the Sports Anti-Piracy Summit 2019 (Mexico City, Mexico, February 20-21).

Tags: Piracy | anti-piracy | Mexico | cotent security | security
Submitted by Friend MTS
More from this author
VITEC Welcomes Bryan Reksten as New VP of Marketing Posted: 13/02/2019
VITEC Welcomes Bryan Reksten as New VP of Marketing
VITEC, a worldwide leader in advanced video encoding and streaming solutions, today announced that Bryan Reksten has joined the company as vice president of marketing. With over 20 years of marketing experience in the technology industry, Reksten will oversee and broaden VITEC's market presence.
Tags: VITEC | Bryan Reksten | New VP of Marketing | Mark D\'Addio
Submitted by InGear PR
More from this author
IHSE USA Products at CABSAT 2019 Posted: 13/02/2019
IHSE USA Products at CABSAT 2019
IHSE brings TRUE KVM workstation management solutions to CABSAT 2019 with the latest HDMI 2.0 extenders for 4K video and USB keyboard and mouse extension over fiber or Cat-X connections. Based on the highly efficient Fraunhofer IIS Lici® codec, these new extenders enable picture-perfect transmission of video sources with resolutions up to 4096 x 2160 at 60 hertz and full color depth (10bit, 4:4:4). Offered in several module types, Draco vario Ultra includes features such as looping outputs and redundant ports for maximum efficiency whether used as point-to-point connections or integrated into IHSE’s high-performance KVM switch systems.
Tags: IHSE USA | CABSAT 2019 | Draco vario Ultra HDMI 2.0 Extender | Draco vario SDI Extender | Draco vario Remote IP CPU | CABSAT 2019 | CABSAT 2019
Submitted by Wall Street Communications
More from this author
Cerberus on what is hot at BVE Posted: 13/02/2019
Cerberus on what and rsquo;s hot at BVE

Cerberus has today announced that it will be showcasing the real benefits that IP has to offer the broadcast industry on stand F46 at BVE, the UK’s leading broadcast, production and media tech event, on the 26-28 February.

Tags: Cerberus Tech | IP | BVE | Network 1 | distribution | LiveLink | hosted platforms | BVE 2019 | BVE 2019
Submitted by Manor Marketing
More from this author
New Software-Defined Creation and Playout Automation for Linear, OTT and VOD from Pixel Power at NAB 2019 Posted: 13/02/2019
New Software-Defined Creation and Playout Automation for Linear, OTT and VOD from Pixel Power at NAB 2019

Pixel Power is using NAB 2019 to launch two significant, virtualizable software products to the North American market. CREATE is an application for creating graphics templates; StreamMaster PRODUCE is a solution for fulfilling and delivering graphics in real time, with a flexible architecture that supports multiple channels and multiple operators.

Tags: PIxel Power | Rohde & Schwarze | NAB | virtualizable software | CREATE | StreamMaster Produce | graphics | Gallium | automation | branding | COTS | STreamMaster Processing | StreamMaster Deliver | NAB 2019 | NAB 2019
Submitted by Manor Marketing
More from this author
CRYSTAL VISION BRINGS FLEXIBLE IP PLATFORM AND SDI PROFANITY DELAYS TO THE 2019 NAB SHOW (BOOTH SL11513) Posted: 13/02/2019
CRYSTAL VISION BRINGS FLEXIBLE IP PLATFORM AND SDI PROFANITY DELAYS TO THE 2019 NAB SHOW (BOOTH SL11513)

On Booth SL11513 at the 2019 NAB Show Crystal Vision will be showing its flexible IP platform, the MARBLE-V1 media processor hardware and its initial software apps: IP gateways between SDI and SMPTE 2022 or 2110, and IP to IP translators which can make adjustments to IP flows and are ideal for use as a media firewall. The company will also be demonstrating its popular SDI chroma keyers, logo keyers, video delays, colour correctors and fail-safe routing switches – including its new profanity delay range which make it easy to remove unwanted audio or video from a live feed.

Tags: Crystal Vision | 2019 NAB Show | video over IP | media firewalls | profanity delays | NAB 2019 | NAB 2019
Submitted by Crystal Vision Ltd.
More from this author
Calrec NAB 2019 Show Preview Posted: 13/02/2019
Calrec NAB 2019 Show Preview
Booth: C7408
 
Calrec Audio Showcases the route to IP at NAB 2019
Tags: Audio; audio consoles; audio routing; OB truck | OB | NAB 2019 | NAB 2019
Submitted by Jump PR
More from this author
DTC Broadcast kit deployed for Hankook 24Hr DUBAI endurance race Posted: 13/02/2019
DTC Broadcast kit deployed for Hankook 24Hr DUBAI endurance race

In association with its partner Studio Hamburg MCI, DTC Broadcast recently deployed a complete DTC broadcast wireless system for coverage of the Hankook 24Hr DUBAI endurance race at the Dubai Autodrome in the United Arab Emirates, part of the 24Hr SERIES powered by Hankook.

Tags: DTC | Domo Tacatical Communications | Studi Hamburg MCI | 0221 Mediagroup | SOLO7 OBTX | SOLO7 | PRORXD
Submitted by Manor Marketing
More from this author
Boxer delivers on new technologies at BVE 2019 Posted: 13/02/2019
Boxer delivers on new technologies at BVE 2019

Boxer, the UK’s leading solution provider for video, film and TV markets, will share its BVE stand (G20) with best-of-breed regional and global partners who will share their expertise in delivering solutions that exploit the powerful capabilities of emerging technologies.

Tags: Boxer Systems | BVE | 4k | Adder | AJA Video Systems | Colorfront | QUmulo | Embrionix | GB Labs | Grass Valley a Beldon Brand | IPtec | Newtek | Telestream | V-nova | BVE 2019 | BVE 2019
Submitted by Manor Marketing
More from this author
Dejero to showcase latest field contribution, content distribution, and connectivity solutions at NAB Posted: 13/02/2019
Dejero to showcase latest field contribution, content distribution, and connectivity solutions at NAB

Dejero, an innovator in cloud-managed solutions that provide Emmy® award winning video transport and Internet connectivity while mobile or in remote locations, is showcasing its latest solutions at the upcoming NAB 2019 show (April 8-11, 2019, Las Vegas Convention Centre) at booth C2025. Their showcase will include the latest, most powerful EnGo to date, support for SMPTE 2110, and enhancements to contribution, distribution, and connectivity solutions.

Tags: Dejero | EnGo mobile transmitter | CellSat | GateWay | NAB19 | cloud-managed solutions | Emmy award winning | SMPTE 2110 | First-mile/last-mile connectivity | cloud management | MKM Marcomms | MKM Marketing Communications | NAB 2019 | NAB 2019
Submitted by MKM Marketing Communications
More from this author
Pages:   [1] 2 3 4 5 6 7 > >>