With new over-the-top (OTT) services being announced on an almost weekly basis, competition in the streaming wars is heating up. This makes it all the more crucial for OTT services to get the technical details right and provide a good customer experience says Maria Mryasova, business architect, emerging technology at IPONWEB. Nowadays if a customer has just one bad experience with a service, they may never use it again as they have so many alternatives to choose from. In this interview Mryasova also picks out the other key factors OTT services need to get right to be successful, and discusses how the TV industry has shifted from a supply-focussed model to a demand-focussed one. Filmed at TV Rise 2019 in San Sebastian.