Brightcove’s Prism platform redesign is more than a visual refresh. It reflects a broader shift in how enterprise video platforms are expected to support usability, consistency, and customer experience at scale.
In this CX Today interview, Francesca Roche speaks with Alessandro Fumi, Product Manager at Brightcove, and Matteo Paoli, Product Designer at Brightcove, about how Prism came together and what it signals for the future of video operations.
Fumi explains that the redesign was driven by extensive customer research, including more than 100 interviews with Brightcove users across different roles and industries. A consistent theme emerged: while the platform was powerful, the experience could feel fragmented. Different modules behaved differently, common tasks took too many clicks, and new users often faced a steep learning curve.
Prism was designed to address those challenges head-on. According to Fumi, the goal was to create a clearer information hierarchy and a more unified experience that reflects how customers actually work day to day. For organizations managing large volumes of video content, even small inefficiencies can quickly add up.
Paoli adds that consistency became the cornerstone of the redesign. As video platforms expand to support live streaming, analytics, content management, and monetization, users frequently move between tools. Standardized interaction patterns reduce friction, help users build muscle memory, and ultimately speed up workflows. This is particularly important in enterprise environments where teams with different levels of technical expertise rely on the same platform.
Accessibility and onboarding were also key considerations. Paoli notes that video tools are no longer used only by specialist teams. Marketing, communications, and editorial staff increasingly depend on video, making clarity and accessibility essential. Prism introduces improved readability, cleaner layouts, and more intuitive navigation to support a wider range of users.
Looking ahead, Fumi outlines how Prism provides a foundation for future innovation. Brightcove is exploring embedded AI capabilities, including automated chaptering and content clipping, alongside quality-of-life improvements such as better search and smarter content organization. The challenge, he says, is introducing new functionality without disrupting established workflows.
For Paoli, the work does not stop with launch. Maintaining consistency as the platform evolves will be critical to protecting the customer experience over time.
Together, the conversation highlights a clear message: in enterprise video, strong CX is not just about adding features. It is about designing platforms that respect users’ time, reduce complexity, and scale gracefully as customer needs evolve.
