In an increasingly fragmented TV consumption environment, telecom operators such as Orange are looking to quality of experience and AI to enable them to retain their customers, according to Chem Assayag, SVP, Home Services Innovation at Orange.
Speaking on the Who Owns the Customer panel session at IBC Conference Day 1 (13 Sept), Assayag said that telecom operators who traditionally have been responsible in for delivering TV in France to consumers faced increased competition, new demands for consumers, and market fragmentation, meaning that “no-one owns the customer” anymore.
Orange has seen that content consumption is local but increasingly impacted by global trends, such as consumers’ interest in watching TV on different devices, live or via replay, via catch-up or at any time...
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