The broadcast technology industry is under pressure. Media companies are navigating fragmented audiences, evolving business models, and the constant demand to do more with less. In this environment, the conversation often centers on what’s new — the latest innovation, the shiniest technology. But what customers really need is what’s fundamental: reliability, stability, and responsiveness.
They need partners they can trust.
I’ll be direct: we haven’t always been that partner. At times, Imagine set ambitious expectations that our delivery didn’t fully meet. We pursued initiatives that were technically bold but not operationally ready. We’ve had deployments that didn’t go as smoothly as they should have. Like many in this industry, we’ve experienced both sides of the customer experience: the successes and the setbacks.
The difference is what we did about it.
We took a hard look
A few years ago, we made a decision: we would listen to our customers, understand what they truly needed, and reshape how we work to deliver it consistently. Not just improve the technology, though we did that, but transform our culture from the ground up.
We started by asking tough questions. Why were some deployments succeeding while others struggled? What separated our wins from our setbacks? What did customers value most when things got difficult?
The answers pointed to fundamental issues: quality processes that needed strengthening, prioritization that wasn’t always aligned with customer reality, and resources that weren’t always where they needed to be.
So we fixed them.
How we work differently now
Today, Imagine operates on a foundation of discipline and accountability. We make commitments we can keep, and we consistently deliver on them. This isn’t aspirational; it’s measurable.
We’ve built cross-functional teams that break down the silos that once separated our Make and Monetize businesses. Now, when you work with Imagine, you work with experts who understand your complete workflow, not just one piece of it.
We’ve established executive sponsorship on major programs, not for show, but for real accountability. Our senior leaders across product, revenue, and customer care join regular calls on critical deployments. When challenges arise, customers know they have our attention at the highest levels. More importantly, our internal teams work as true partners, with sales, engineering, product management, and customer care aligned around customer success.
We’ve invested in quality processes that ensure what we deliver actually works the way it’s supposed to work. Automated testing, comprehensive validation, customer-representative test environments — these aren’t just checkboxes. They’re how we build confidence into every release.
Why it matters
Trust isn’t about avoiding mistakes; it’s about how you respond when challenges inevitably arise. Our customers tell us they trust us because when something goes wrong, we own it, we fix it, and we learn from it.
That trust shows up in data. Independent industry research ranks us number one among our current customers across every category: service, performance, reliability. These aren’t our words; they’re our customers’ assessment.
It also shows up in the partnerships we’ve built. Major broadcasters and media companies choose Imagine not because we’re the newest digital disruptor, but because they know we’ll deliver. As one system integrator partner told us recently, “There’s no other vendor we trust the way we trust Imagine to make everything work the way it’s supposed to work on the day it’s supposed to work.”
The path forward
This transformation didn’t happen overnight, and it’s not finished. We’re constantly learning and improving. But we’ve proven that change is possible when you’re willing to be honest about where you’ve been and committed to where you’re going.
In the posts that follow, my colleagues will share specifically how we’ve changed our approach to product development, sales, and customer care. You’ll hear directly from the leaders who’ve driven this transformation about what we learned and how we work today.
Because trust, not just technology, is now the defining requirement. And trust is built through actions, not promises.
