Jeff Kagan

About the Author Jeff Kagan


Mobile

Verizon Wakes Up to Join Mobile TV Race

Following decades of slow movement due to cable companies facing no competition, the television world is changing rapidly. Lots of challengers have arisen in the pay-TV space in recent years. One of the latest comes from Verizon, which has improved its FiOS mobile app to offer data-free streaming. AT&T’s DirecTV started this ball rolling with its wireless TV, or mobile TV, offering.

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Mobile

Trump’s Not the Only One With a Phone Security Problem

Is your Android phone secure? President Donald Trump’s favorite smartphone reportedly is an older Android device. Security concerns flared recently, following indications that he sent some tweets from it. Of course, the president has been given a special secure device, but it’s not clear whether he is using it. My question is, if the president is not secure using an ordinary phone for his primary wireless communications… are any of us?

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Trends

Wireless, Telecom and Pay TV: The Future Is Coming Into Focus

Wireless, telecom and pay TV — including cable, satellite and Internet services — are all on a growth trajectory, but each company is taking a different path. That means comparing them will be more difficult going forward. In the past, the companies in these sectors in many respects looked the same and offered nearly the same basic services. Looking forward however, things appear very different.

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E-Commerce

Why Companies Botch Customer Care

Do your customers come first? Companies spend a fortune to win and keep their customers. They advertise and market their products and services like crazy. Because of that cost, you would think every company would want to keep its customers happy. It’s more cost-effective to keep an existing customer than to win a new one. If that’s the case, why do some companies screw up customer care so badly?

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Carriers

Which Wireless Carrier Is Best for You?

Which wireless carrier is best? Many studies are undertaken every year, and while they are interesting and accurate, they often are not that useful in selecting the best carrier for you. Why? Simple. They are generic studies, but you are not a generic customer. If wireless performance were the same for every customer in every location, then the studies would be helpful — but that’s not the case.

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Trends

2017: AI’s Coming Out Party

AI will be having a big coming out party in 2017. While there are plenty of opportunities in this space for workers, executives, investors and partners, not every company that uses the term “AI” in its marketing will become a serious winner in the field. As advanced as AI is — and I have seen some technology that would blow your socks off — not every company is created equal.

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E-Commerce

Beware of Wildly Inconsistent Online Shopping Rules

Before you sit down at your kitchen table and lose money shopping for Christmas and holiday gifts, you’d be well advised to learn the rules of the online shopping road. They can be very different from one vendor to another, so shop carefully. Some companies do a great job with customer care. Others don’t. I have been both delighted and burned several times, and I’d like to share some of my personal experiences to help you shop more safely.

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Service Providers

Pay TV’s Newest Innovation: Giving Users Control

With the launch of Stream Saver, AT&T Mobility has given users control over their streaming video quality. Stream Saver is similar to Sprint’s video optimization and T-Mobile’s Binge-On plans. Now, the only major carrier not offering a video optimization service is Verizon Wireless. Stream Saver lets users choose. They can use it or not depending on their particular circumstances.

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Opinions

The Growing Customer Trust Gap

Like most of you, I’m a bank customer — and I expect that like me, most of you are getting sick and tired of all the stories about how banks abuse customers. Recent news about bad behavior in the banking industry, as well as my own personal experiences, shows that banks don’t care about their customers. It’s just the opposite: Banks seem to be trying to squeeze every dime out of every customer.

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Mobile

It’s Time for Comcast to Get Off the Wireless Fence

Comcast tried to give wireless a go several years ago. It failed. It pulled out of wireless, sold its spectrum and was done. Now, wireless has expanded and changed, and competitors like AT&T’s U-verse and DirecTV are using wireless to deliver television programming. I’ll bet Comcast now wishes it never sold off its wireless spectrum. So, what can we expect from the company going forward?

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