The Cable Industry’s Unique Challenges in Optimizing the Customer Experience
Sheryl Kingstone of 451 Research highlights how cable operators can deliver a better customer experience through personalization.
The cable industry has been forced to innovate in areas of broadband technology, networks and content delivery in order to retain their customer base. Much of the churn is driven by telecommunications and over-the-top (OTT) competitors delivering a similar set of services or offering a much cheaper way to access much of the same content. As price conscious users look to cut the cord or move to higher-value offerings, a renewed commitment to customer experience strategies is one way that cable MSOs can increase efficiency, reduce the customer effort and improve customer retention.
Watch Sheryl Kingstone, Research Vice President with 451 Research, discuss her view on how cable MSOs can improve customer satisfaction by focusing on automation, efficiency and more appropriate customer journeys.
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