Tweet Tweet 

Research

➢ 80% of consumers increased the use of digital customer service amid COVID-19.

➢ Millennials and Gen Z consumers led the trend with 92% and 87% of respondents increasing their use of digital customer service, respectively. They were followed by Gen X at 79% and Boomers at 69%.

➢ Chatbots rank at the bottom among digital service options, with 57% of consumers finding themselves frustrated with inconsistent answers across chatbot and human-assisted service.

(Source: eGain)

Quotable

“It’s hard to believe how little some have learned over the last many decades of a dynamically changing communications industry. Take, for example, the cable industry, where many companies have compensated for lost video subscribers through their added broadband subscriptions, and in some cases, their OTT offerings or other intellectual property that maintains strong, existing brands… the answer to leveling the playing field with unregulated, high-tech companies is not to start subjecting the latter to more regulations… but to eliminate rules that are hampering legacy providers.”

– FCC commish Michael O’Rielly at a virtual Media Institute luncheon

The Daily

Subscribe

DirecTV, DISH Merger Still Possible

AT&T found a way to offload a stake in its US video business, but this likely isn’t the end of the road for DirecTV. A combo with DISH is still possible.

Read the Full Issue
The Skinny is delivered on Tuesday and focuses on the cable profession. You'll stay in the know on the headlines, topics and special issues you value most. Sign Up

Jobs

Seeking an INDUSTRY JOB? VIEW JOBS

Hiring? In conjunction with our sister brand, Cynopsis, we are offering hiring managers a deep pool of media-savvy, skilled candidates at a range of experience levels and sectors, The result will be an even more robust industry job board, to help both employers and job seekers.

Contact John@cynopsis.com for more information.