To battle Amazon’s ubiquity and customers’ fickle loyalty, some retailers are testing the new Customer 360 software from Salesforce.com and Freshworks to improve their customer service. The software lets retailers build shopper profiles similar to Facebook to better understand what each customer wants and increase the odds that he or she will become more loyal to the retailer in question. Other strategies retailers are employing are the use of improved chatbots and better customer support training. Read more

Based on 250 pages of internal Facebook emails and documents from 2012 to 2015 and released by a U.K. parliamentary committee, it’s been revealed that Facebook used its massive cache of data to favor some companies, such as Airbnb and Netflix with “special access,” and punish others by cutting them off. Further, chief executive Mark Zuckerberg and chief operating officer Sheryl Sandberg were closely involved in decisions to “increase sharing back into Facebook” and other moves to primarily benefit the company. Read more

At the UBS Global Media and Communications Conference, AT&T chief executive Randall Stephenson revealed that investing in more HBO programs is a target for the coming year, as WarnerMedia readies its direct-to-consumer subscription platform due to launch by end of 2019. HBO will anchor the as-of-yet unnamed service, which will also offer original programming and other WarnerMedia content year-round. Stephenson did stress, however, that AT&T won’t spend the $11 billion that is Netflix’s current annual budget for content. Read more

At Business Insider‘s IGNITION conference in New York City, Hulu chief executive Randy Freer predicted that, 10 years from now, out of 300+ current cable channels, the only ones that will survive are those that have built a brand with a strong viewer base. He added that, with the exception of live news and sports, everything else on TV will be distributed on-demand. Hulu, which offers live streaming TV with 55+ channels and several Discovery linear channels, is considering less expensive skinny bundles without linear channels. Read more

Sprint, the fourth largest wireless carrier in the U.S., plans to deploy a 5G mobile smart hub in the first half of 2019 developed with HTC and Qualcomm Technologies. Sprint says the “device will deliver multimedia and connected data capabilities in a compact and portable design,” featuring Qualcomm’s Snapdragon X50 modem for 5G in addition to Gigabit LTE capabilities. The Kansas-based telecom will introduce its mobile 5G network in Atlanta, Chicago, Dallas, Houston, Kansas City, Los Angeles, New York City, Phoenix and Washington, D.C. Additional markets, the device name and feature specs will be announced at a later date. Read more