A further step ahead with Customer Experience Management

A recent article on had the caption “Social media breathes new life into live TV”. This article definitely provides the reasons for a call to action for deeper understanding of consumers. Not “one” but a number of stakeholders would benefit out of this. Here are 5 such stake holders!

  1. Content providers: they would know what the consumers are talking about in the form of likes and dislikes.
  2. TV Soap and Serial Producers & Intellectual Content Creators: No doubt soaps and serials are a large part of TV viewing, but along with that channels like National Geography and History tend to get a better understanding of the taste of the audience, while in countries like India, where soaps are an extremely large part of television content, audience preferences would definitely drive the direction of the story! Good or bad – would be a different problem to analyze.
  3. Advertisers: the more focused content the more better turnaround on advertisement spending.
  4. Operators: In providing the backbone for all services, they tend to gain from all sides- consumers on one hand, and all the other parties on the other hand. Revenues on the rise!
  5. Consumers: No doubt consumers would be willing to pay (if required) ‘a little more’ to get the benefits all in one place- TV, social media communication, telephonic communication channels, value added services et al- and most importantly getting rid of tens of bill payments; all to be replaced by a single bill from a single provider. It’s simply much more convenient as a consumer!
Moinak Banerjee
Moinak works at Protiviti Kuwait, as Product Lead for their Risk Technology Services. Over the years, he has worked in product management for several leading vendors of telecom OSS/BSS software.