TiVo connects with consumers to lead the future of TV.
Digital video pioneer uses Magento Commerce to increase marketing agility and meet customers’ needs.
Reduce time to market for new campaigns.
Offer customised bundles with pricing options tailored to customers’ needs.
Deliver a seamless customer experience across TiVo’s commerce and content platforms.
1 day to launch a targeted pricing campaign.
Expanded options for customised product bundles.
Reduced friction in customer experience.
TiVo integrates its commerce and content platforms.
TV viewers today have a virtual smorgasbord of entertainment options — from cable and satellite services to connected TVs, streaming devices and video streaming services such as Netflix and Hulu. The space is crowded and competitive and providers face a constant threat of new options entering the market as people’s preferences shift.
With change being the only constant in viewing options today, device manufacturers have to pay close attention to what people watch, how they consume content and also how they — as a brand — interact with customers to drive shopper loyalty. In a nutshell, they must go “all in” on Customer Experience Management (CXM). Video companies that succeed in CXM will undoubtedly define the future of television.
It’s an exciting opportunity for TiVo, one of the original disruptors in the space. Celebrating 20 years since its first digital video recorder delivered in March 1999, the company now has a renewed focus on growing its consumer business and rising above the competition, all by becoming more agile, particularly across its website and digital shop front.
“For us, it’s all about speed and customisation today. We want to be able to offer the best customised bundles with various pricing options depending on each individual customer’s need.”
VP, Consumer Products and Services, TiVo
How TiVo is increasing speed to market.
Marketing agility is essential as TiVo stakes its claim in pay TV. Ted Malone, VP of Consumer Products and Services at TiVo, explains the technology-first approach at the centre of this customer-centric business transformation:
“We use Adobe Experience Manager (AEM) for web content management — it’s the best tool available for the types of digital experiences we want to create,” says Malone. “As we started to look at options for retooling our e-commerce platform, what really stood out about Adobe was the fact that Magento Commerce and AEM were so closely tied together.”
Integrating AEM a few years ago was a major milestone for TiVo, enabling the marketing team to deploy new and differentiated campaigns; build a seamless customer journey across its commerce platform; run A/B tests; and open the door to delivering more personalised content.
TiVo’s aim is now to take that agility to new levels with Commerce Cloud, which will help the company quickly expand how it markets its product and service offerings.
“For us, it’s all about speed and customisation today. We want to be able to offer the best customised bundles with various pricing options depending on each individual customer’s need. By using AEM and Magento Commerce, we’re now able to launch a new, targeted pricing campaign in a day - a process that would have taken us two to four weeks on our legacy system,” says Malone.
“Adobe Experience Cloud solutions are the key to understanding what consumers want and delivering the products and services they need — establishing a relationship from the moment they start shopping, to purchase and beyond.”
VP, Consumer Products and Services, TiVo
Why customer experience matters.
As TiVo increases its investment in one of the key pillars for the company, the goal now is to remove any friction between the company and its customers and the key to doing that is through CXM.
“Whether we’re selling to businesses or consumers, the big factor driving a purchase is the customer experience, which extends far beyond a single transaction,” explains Malone. “Adobe Experience Cloud solutions are the key to understanding what consumers want and delivering the products and services they need — establishing a relationship from the moment they start shopping, to purchase and beyond.”