The role of a service provider is to provide a service, which seems strangely lost on some of them. Layer3 TV has launched in Chicago, claiming that it will offer better customer service than the rest, which may not sound so difficult but other operators would do well to take note. Sky appreciates the importance of customer service and user experience but customer growth appears to be slowing. Freeview in Australia is taking a lead in offering its channels over mobile networks. This week I’ll be in London at the VUIX 2016 conference on online video product design, development, strategy and user experience, and at the Broadband World Forum. If you’re attending either of these events I hope to see you there.