Swisscom Shares Operator Insight on Enhanced In-Home Wi-Fi Experience

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Date / Time: Tuesday, October 17, 2017, 9:00 a.m. New York/ 2:00 p.m. London

Overview:

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Speakers

Sandra O’Boyle, Senior Analyst, Customer Experience and Analytics, Heavy Reading

Andreas Arnold, Technical Cluster Lead, CPE & Home Devices, Swisscom

Rhodo Odysseos, Customer Care Portfolio - Senior Marketing Manager, Nokia

As the number of devices and services connected to the home network increase, service providers need to be able to intelligently manage the home network and provide the superior quality of experience that end users expect.

This role puts enormous pressure on operations and costs as the home network becomes more complex, making it harder for service providers to get a clear view of the network state, devices or changes since initial deployment. Calls to carrier contact centers results in more truck rolls and longer hold times while agents try to diagnose and resolve home issue on the fly. In 40% of cases, the reason behind a poor customer experience lies in the home network (from the residential gateway). Since WiFi is the most popular technology for home Internet services, close to three quarters of home issues are WiFi related.

Join Andreas Arnold, technical cluster lead at Swisscom, and Sandra O'Boyle, senior analyst at Heavy Reading, as they share an operator insight into an entirely new model of customer support with proactive recommendations to improve the in-home network experience – and discover dramatic efficiencies. This webinar will take a closer look at how service providers can take control of the residential WiFi experience and its related soaring costs.

Sandra O’Boyle, Senior Analyst, Customer Experience and Analytics, Heavy Reading
Sandra leads Heavy Reading’s research on customer experience management and customer analytics related to the network and services, customer care, billing and marketing. Sandra also looks more broadly at how service providers are reinventing digital operations with a "customer first" focus and adopting big data strategies. Sandra brings to these areas an excellent understanding of the competitive issues and market trends shaping the telecom and IT sectors. Sandra joined Heavy Reading from Rohde & Schwarz’s ipoque, a network traffic and subscriber analytics vendor, where she worked in strategic product marketing. Prior to that, Sandra spent more than ten years as Research Director for the global business network and IT services practice at Current Analysis covering enterprise cloud and network services, and advising operators, IT service providers, vendors, and enterprises. She has also held editorial research positions at PC World and The Industry Standard in San Francisco. Sandra is based in Amsterdam.

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Andreas Arnold, Technical Cluster Lead, CPE & Home Devices, Swisscom

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Rhodo Odysseos, Customer Care Portfolio - Senior Marketing Manager, Nokia

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