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Technology, Media, & Telecommunications
2019 State of Customer Success

28 August 2019

Host: Jeff Loucks, managing director, Deloitte Services LP

The shift toward XaaS and flexible consumption business models has transformed how technology businesses engage with their customers. With customer success teams now being standard practice, what should technology companies consider to get ahead? We'll discuss:

  • How enterprises are setting up customer success as a function in their organizations.
  • Benefits companies are seeing as a result of their customer success efforts.
  • Challenges that are often faced by customer success teams and how they are dealing with them.

Participants will hear results of Deloitte's first-of-its-kind State of Customer Success Survey and learn about how technology companies are maximizing customer value.

Technology, Media, & Telecommunications
Digital media trends 2019: Multigenerational insights and implications

29 May 2019

Host: Jeff Loucks, managing director, Deloitte Services LP

As digital media evolves, consumers across age groups are changing the way they use and consume content. For companies in technology, media, and telecommunications (TMT), harnessing these attitudes and behaviors can mean the difference between thriving or fading. We'll discuss:

  • Increasingly sophisticated media consumption habits, product and device ownership, streaming video, binge watching, data privacy, and advertising.
  • How technology use and content consumption differ by generation.
  • How business models and economics are evolving and adapting to new technologies and consumer behaviors.

Participants will learn results of Deloitte's Digital Media Trends, 13th edition, formerly the Digital Democracy survey, and how these trends might impact strategic planning for TMT companies.

Technology, Media, & Telecommunications
Engaging the fan in the digital age

24 April 2019

Host: Pete Giorgio, principal, Deloitte Consulting LLP

As a new generation of sports fans grows up through the digital age, teams, leagues, and broadcast companies are working to gain and keep their attention and spending. How are organizations improving the fan experience and meeting fans where they are? We'll discuss:

  • Changing demographics and fan profiles across major US sports leagues.
  • How teams, leagues, and broadcast/streaming companies are using new technologies and techniques to create cohesive, end-to-end fan engagement.
  • How legalization of gambling in some states could impact the ways fans engage with their favorite sports.

Participants will explore results of the 2018 Deloitte fan engagement study and key emerging trends companies should consider in their planning.

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