Paywizard, the subscription, billing and customer relationship management (CRM) specialist, will debut a number of new, powerful data-driven enhancements to Paywizard Agile, its subscriber management solution, at NAB Show 2017. The new features provide pay-TV operators with a true 360-degree, data-driven view of their customers – along with powerful predictive analytics tools that identify individual subscribers’ propensity to churn and then recommend specific actions to retain those at risk.
This data-driven capability is underpinned by Paywizard’s new partnership with Genius Digital. Pay-TV operators using Agile are now able to tap into Genius Digital’s ability to analyze vast amounts of audience data, and Paywizard’s technology and expertise in subscriber decision-making and transactional behavior. The result is they can proactively manage their customer base with more data-driven insight than ever.
Visitors to Paywizard’s booth at NAB Show 2017 (#SU9204CM) will be able to test drive Agile’s new advanced predictive capabilities through the Decision Moments dashboard, which allows operators to track their progress at key points in their customer journey. NAB Show, the world’s largest broadcasting event, takes place in Las Vegas 24-27 April.
Bhavesh Vaghela, Chief Executive Officer at Paywizard, says: “Armed with the single customer view the combined forces of Paywizard and Genuis Digital offers, operators are better positioned to track and analyze subscriber behavior from all angles. The result is a powerful platform that pay-TV operators can use to build a picture of the full customer lifecycle – from acquisition to churn – that will drive overall strategy and individual engagement.”
The joint Genius Digital and Paywizard solution allows operators to leverage a layer of richer, more comprehensive data on subscribers – whether it’s the type of content they watch, the devices they watch it on, or even when they watch – to gain better insights. With predictive analytics and the Decision Moments framework, operators are then able to anticipate customer behavior and take the precise, tailored actions in the form of personalized package recommendations that prevent customer defections and improve average revenue per user.
Vaghela continues: “As an example, the Decision Moments framework might flag that, based on the data, a customer taking a premium sports subscription used mainly to view football, along with a VOD movie channel that is hardly watched, presents a high risk to churn. It will then set out a number of downgrade options – such as cutting the base package price by only including a football channel and a pay-per-view movie service – at the next point contact. The result is a customer who was wavering now sees the operator taking proactive action to keep them happy.”
He adds: “At NAB 2017, we are really excited to demonstrate Agile’s powerful new predictive capabilities. Understanding consumers’ circumstances, needs and preferences at each stage of the subscriber journey and proactively addressing them to ensure positive customer experience is vital to success for Pay-TV operators today.”
Paywizard announced last week that Vaghela has been named the company’s new CEO, replacing Jonathan Guthrie, who has taken a step back from the business after 20 years. Previously Chief Marketing Officer, Vaghela was named CEO after a series of marketing initiatives led to a number of key business wins, including Philippine cable operator Asian Vision and British app provider Jolt My Car. In addition, the company has forged new deals with two tier-one EMEA broadcasters.
As CEO, Vaghela will be appearing in a number of sessions in the Connected Media |IP Theatre during NAB Show 2017:
- Seminar Presentation: Pay-TV providers neglect ‘customer experience’ at their peril – Monday 24 April at 11.30)
- Panel Debate 5: How do we monetize the connected subscriber? – Tuesday 25 April 2017 – 13.45-14.30
- Panel Debate 6: Understating big data and the role of analytics in TV – Tuesday 25 April 2017 – 16.00-16.45