At IBC 2024, subscriber retention management (SRM) software developer Cleeng unveiled new AI-powered services that, according to new research from Omdia, address the biggest challenges for direct-to-consumer (D2C) broadcasters: the practical and effective use of AI, reducing costs and increasing retention.

Amsterdam, 4^th September

In an industry-first, Cleeng’s new ChurnIQ AIssistant uses a Generative AI chatbot to proactively identify crucial subscriber insights to inform smarter business decisions.

AIssistant is part of ChurnIQ, Cleeng’s subscriber retention data solution that predicts churn risk with 95% accuracy – the highest rate in the industry. ChurnIQ features the video market’s only data lake that  ingests both subscriber data and third party data to reveal behavior insights.  ChurnIQ AIssistant alerts media professionals with relevant insights related to their activity – for example product, marketing, finance – empowering them to more quickly engage with at-risk subscribers and adopt innovative business strategies to boost revenue and retention.

Cleeng CEO and Founder Gilles Domartini said: “AI is revolutionizing how we access information – gone are the days of wasting precious time searching for answers. AI makes it easy to see what is most effective for our business. At Cleeng we recognized the power of AI early on and invested in data infrastructure years ago. We now have a state of the art LLM model for subscriber retention analytics. By making it easy to surface the insights customers care about, ChurnIQ AIssistant is a game-changer for all professionals working in the media industry, saving time and boosting efficiency.”

In addition to ChurnIQ AIssistant, Cleeng is announcing:

• ChurnIQ Studio gives broadcasters the flexibility to build tailored reports centered on their most critical KPIs to drive informed decision-making. ChurnIQ Studio makes it easy to visualize any data point, add forecasts, targets, and comparisons with just a few clicks. For example, a custom dashboard can provide a holistic view of the subscribers’ journeys in the Netherlands from sign up to their latest interaction and determine exact engagement patterns based on specific campaigns. This could reveal that users who receive personalized offers have a much higher renewal rate or that young adults in metropolitan areas are the demographic most likely to subscribe to premium annual plans. These insights are critical to optimize future campaigns.
• Cleeng’s new Integration Hub simplifies and centralizes the integration of Cleeng’s platforms with third-party services. A highly scalable, secure, and flexible solution, its streamlined process includes an extensive library of pre-built connectors, detailed documentation and a certification program.

The Cleeng Subscriber Retention Management portfolio continues to deliver impressive results for customers. One of the most recent successes is for Newsmax’s new paid OTT service. Newsmax turned to Cleeng for subscriber management and monetization, as well as managing complexities such as international taxation. Using Cleeng’s SRM, Newsmax+ exceeded 150,000 subscribers in the first month and has achieved an impressive 85% retention rate with 52% of subscribers committing to an annual subscription. Full details here.

Cleeng’s technology advancements directly address the biggest challenges facing D2C broadcasters identified in new research, Driving Streaming Profitability conducted with analyst firm Omdia.

According to Dan Simmons, Research Director, Omdia, “The subscription model is evolving as streaming services embrace hybrid monetization: 95% of streaming services will offer ad-supported tiers by the end of 2026. Streaming services are looking to AI to optimize pricing, offer management and churn prevention across these more complicated products and expedite cost saving through greater efficiencies across the organization. But only 13% of streaming services have managed to consolidate data across their organizations to support AI, and most rely on manual processes for this, limiting their success. Companies like Cleeng can step in and help these organizations realize the benefits of AI to optimize their streaming business.”

On September 12th in Amsterdam, Cleeng is hosting Retention Zone Live where Gilles and Dan will join podcast host Carlo de Marchis, AKA a guy with a scarf, to discuss the results of this research report. To register, click here.

About Cleeng

Cleeng is the leader in Subscriber Retention Management® for the M&E industry. Its premium SaaS platform features flexible subscriber management solutions and analytics. Founded in 2011, its customer portfolio comprises visionary D2C, streaming and SVOD video services including, the NFL, SBG, Optus Sport, the NHL, The Weather Channel, and Big Ten Network. Cleeng’s award-winning Subscriber Retention Management (SRM®) empowers customers to act fast, reduce churn and grow revenues. The end-to-end suite of products spans the management of customer identity, payments & billing, analytics & insights, and AI-based customer support.

News source – Cleeng