PlatformsProduct Launch

Accedo expands New Relic observability with AI churn prediction and sustainability tracking

Accedo has expanded its New Relic-powered observability service to incorporate AI-driven consumer engagement metrics and sustainability tracking. The update integrates analytics from discoverability specialist Jump to predict churn, and Humans Not Robots' HNR to ZERO platform to help operators manage Scope 3 carbon reporting.

Key Takeaways

Integrated Jump analytics to provide deeper insights into customer acquisition, pricing trends, and AI-driven churn prediction.
Integrated Humans Not Robots' HNR to ZERO platform to help streaming operators manage Scope 3 carbon reporting and technology efficiency.
Launched AI-based sentiment analysis technology that processes user feedback across app stores and social platforms to assign risk scores.
The observability service now connects operational service performance directly to engagement and sustainability metrics.

Why It Matters

Streaming operators are facing parallel pressures to reduce churn and meet environmental ESG mandates. By consolidating engagement analytics and carbon tracking into its New Relic-powered stack, Accedo is shifting observability from a pure technical monitoring tool into a business intelligence platform. This move helps operators identify how performance issues like buffering correlate with negative social sentiment and subscriber loss. Concretely, it allows teams to justify infrastructure optimizations by linking them to both operational savings and carbon reduction. Watch for Accedo to further expand these capabilities into automated content curation and subscriber lifecycle management as they integrate more AI-driven partner services into their managed offering.

Additional Context

The expansion follows Accedo’s launch of a dedicated OTT Managed Services offering at NAB April 2024, where CEO Michael Lantz emphasized the need for a 'holistic package' to manage increasingly complex technology stacks. This managed service strategy utilizes a 'Partner Hub' of vetted vendors, including AWS, Brightcove, and New Relic, to manage the entire end-to-end ecosystem for video providers. Per Advanced Television, September 2024, these partnerships allow Accedo to take full responsibility for technical operations, using New Relic’s AI engine to move from proactive to predictive problem solving.

Sustainability has emerged as a critical pillar for Accedo, highlighted by its leadership in the ECOFLOW II project. According to production360.media, August 2025, this IBC Accelerator initiative involves major industry players like ITV, Channel 4, and British Telecom, focusing on standardizing power measurement across the digital delivery chain. The goal is to move beyond simple carbon offsetting toward measurable reductions in energy consumption, a metric Humans Not Robots calls 'Quality of Impact.' By embedding these metrics directly into observability dashboards, Accedo is providing the granular data needed for regulatory compliance like the Corporate Sustainability Reporting Directive (CSRD).

Looking ahead, Accedo is continuing to consolidate business functions into its SaaS architecture. At IBC 2025, the company debuted native identity management features for the Accedo One platform, as reported by Indian Television, August 2025. This allows operators to handle subscriber sign-ups and authentication without external plug-ins. By combining identity data with the newly announced churn prediction and sentiment analysis, Accedo is positioning its platform to manage the complete subscriber lifecycle, from initial content discovery to long-term retention strategies driven by real-time behavioral and social data.