Competition in the media and entertainment industry remains fierce as companies battle to launch new digital services, develop premium subscription offerings and transform operations to become direct-to-consumer brands. Content remains the key differentiator but, in an increasingly atomised digital environment, consumer experience and engagement lie at the heart of business strategy.
Media companies are having to evolve rapidly and the 2020 Digital Trends report takes a look at some of the building blocks and key CX trends that are impacting the industry. It explores themes around technology, data infrastructure, automation, business strategy and ROI and their implications for the media industry in building CX.
The release of this tenth edition of the report has also coincided with one of the most unprecedented and unpredictable periods in living memory, with COVID-19 dramatically changing how much of the world works and lives.
