| 19 January 2021
Triple play operators are having to weaponise customer care in order to keep a hold on their revenues, according to analyst firm Rethink TV.
Traditional business support offerings are not up to the job, which has given rise to a new breed of vendors, focused on improving QoS and customer experiences with household-level analytics.
Rethink TV has grouped these vendors under a new umbrella term, Customer Journey Management (CJM), and forecasts that this market will grow to $24.6 billion by 2026 – across the broadband and pay-TV segments. Through the forecast period, this is predicted to save operators $10.5 billion in churning revenues, as high-level granular analytics allow operators to improve their QoS at a household level.