Enhanced Customer Value

TMT companies must prioritize customer value and engagement through innovative services, personalized experiences, and targeted advertising to drive profitability and loyalty.

Themes

AI-Driven Transformation , Experiences Over Material Goods , The Power of Community and Connection

Timeframe

near-term

Subcategories

Brand Management Business Strategy Corporate Strategy Marketing Streaming Services

Impact areas

Sports Streaming Services Telecommunications

Detailed Analysis

As competition intensifies, TMT companies must shift from offering discounts and freebies to providing genuine value that justifies higher prices. This includes developing unique services and perks that enhance customer loyalty and reduce churn. In the streaming space, advertising-supported video (AVOD) offers a path to profitability, but requires meeting advertisers' demands for hyper-targeted audiences. "Most streaming platforms are still developing the technical and data infrastructure needed to deliver on these expectations," the report states. This highlights the need for robust data-sharing environments and programmatic advertising capabilities. In the sports sector, venue media networks present a significant opportunity for targeted advertising and fan engagement, generating new revenue streams.

Context Signals

Verizon offering Disney+ bundles and discounts Rise of AVOD in streaming services Growing importance of fan engagement in sports

Edge

Gamified loyalty programs with personalized rewards AI-powered customer service chatbots and virtual assistants Interactive and immersive experiences in sports venues

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