NEW YORK, June 2, 2016 /PRNewswire/ -- Introduction
The presence of virtually ubiquitous broadband access (both wired and wireless) is a double-edged sword. From the standpoint of the consumer, wider access to broadband services has generally
provided more choice and lower prices for communications and content delivery services. For CSPs, however, the advent of broadband ubiquity and consumers spending increasing amounts of personal
time online—with % of them spending more than four hours per day online —has meant an onslaught of competition in OTT services. OTT service delivery has enabled traditional and nontraditional
providers to access each other's customers. This means that for a CSP, the pool of competitors today extends far beyond other carriers to Web giants and other content providers.
The good news for CSPs is that rising importance of customer experience, and new approaches and technologies, empower CSPs to assess customer behaviors, and correlate them with service metrics.
This is creating a new form of differentiation based on consumer perceptions of the quality of the service experience. Optimizing customer experience is one of the key ingredients in a CSP's ability
to sell profitable value-added services to the customer; because without showing command of the basics—delivering great experiences with core services—customers are simply not going to upgrade
to services that require greater levels of spending.
This Stratecast report analyzes today's brave new world of broadband services, and highlights five areas where CSPs need to be focusing mindshare and resources in order to differentiate themselves
from their rapidly-expanding pool of large, well-funded competitors.
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