Pay-TV operators are failing their customers by not providing the personalised experience they expect. Customer experience is now a critical differentiator in the competitive TV market and consumers today don’t just expect operators to take note of their preferences and needs, but to act on them – continuously throughout the entire customer lifecycle.
Our new survey of over 3,000 consumers in three different bellwether markets – across the UK, US and the Philippines – reveals consumer attitudes and actions relating to their experiences with satellite, cable, IPTV and OTT service providers. It is evident that too many pay-TV operators are simply falling short in their efforts to build customer loyalty and brand reputation.
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