Netskrt Systems
Deliver Uninterrupted Streaming Media Everywhere with the Netskrt eCDN
This article first appeared in the Railway-News magazine Issue 5 2021.
A compelling customer experience is paramount for any industry and has the potential to determine the success or failure of products and services.
In today’s technologically driven world, many industries are experimenting with multiple platforms to offer world-class services to their customers. Similarly, the railway industry is also evolving its service offerings to fulfil the emerging demands of its customers and deliver a memorable passenger travel experience.
Adapting a passenger-first strategy and dealing with their sophisticated needs, especially during challenging times like today, is critical to ongoing success.
Unfolding the New Facet of ‘Customer Experience’
Covid-19 has impacted us all in many ways. With a new normal redefining several habits that are here to stay. Owing to the successful work-from home culture, people have been able to cut down on their commute time and utilise it for personal indulgences like outdoor activities, fitness, individual hobbies, etc.
One of the consequences of recent lockdowns has been the surge in video streaming/viewing. Recent research revealed that among all over-the-top (OTT) capable homes, streaming video accounted for 25% of the total television viewing minutes in 2020, up from 19% in the fourth quarter of 2019. The cumulative weekly time spent on streaming video in the second quarter was 142.5 billion minutes, an increase of a whopping 75% from the 81.7 billion minutes recorded during the second quarter in 2019. The stats hold a validation to what defines the emerging needs of the consumers today.
As video streaming comprises a major chunk of our day-to-day online activities, expecting a stable internet connection on the go for uninterrupted video viewing is not too much to ask for. Consequently, for railway companies/operators, the need to improve their existing infrastructure to provide better internet connectivity and enhance the overall customer experience has become even more critical.
