Going from average to “Wow” - How cable MSOs can flip the script on customer satisfaction
Date / Time: Thursday, January 28, 2021, 11:00 am New York / 4:00 pm London
Customer experience is a critical success factor in any competitive business. Cable subscribers consume content anywhere on any device and expect near-flawless network and service quality. But the historical perception of many consumers and businesses is that cable operators miss the mark, and cable’s move into mobile isn’t making it any easier to deliver a superior customer experience.
As competitive pressures have increased, cable operators have made strategic investments in customer experience, and satisfaction results have improved markedly. But there’s still work to be done before the cable industry can claim its rightful place as the leader in customer satisfaction.
Fortunately, cable operators can get there without replacing a complex ecosystem of OSS/BSS platforms. The goal is to measure, manage, and assure all services and experiences in a way that makes it possible to deliver clear improvements in scale, efficiency, ROI and the most important KPI of all: customer satisfaction - the foundation of reduced churn and increased monetization.
This webinar will take an in-depth look at the challenges of improving customer satisfaction in a converged service environment and examine how an open accelerator horizontal platform can help MSOs obtain the right network and service data at the right time, providing real-time insights to which they can apply automation and empower truly intelligent, self-tuning, self-healing networks.
Alan Breznick, Cable/Video Practice Leader, Light Reading | bioBob Hallahan, Head of Cable Strategy, Nokia Software | bio
Drew Bloczynski, Network and Software Architect, Nokia Software | bio
Alan Breznick has tracked the media, telecommunications, broadband, and consumer electronics industries for more than 20 years. Before switching over to Heavy Reading in 2007, he was the original editor of Light Reading Cable Website and founding author of Heavy Reading's Cable Industry Insider. At Heavy Reading, he primarily focuses on cable/MSO services, technologies, and networks, as well as IPTV infrastructure. Alan was formerly a broadband analyst for Kinetic Strategies and a contributing analyst for One Touch Intelligence. He previously reported for Communications Daily, Cable World, Multichannel News, Broadband Daily, Crain's New York Business, and Genuine Article Press, among other publications.
Bob Hallahan heads the Cable Strategy for Nokia Software, and is helping Cable operators execute network and business transformation strategies, leveraging Nokia Software to achieve truly intelligent service and customer experience centric networks. Bob holds a Masters in Business Administration and brings over 20 years of expertise from the Cable and Wireless industries. When Bob is not transforming the Cable industry, he’s enjoying the great outdoors, playing tennis, and time with his family and their yellow Labrador Molly.
Drew Bloczynski is an experienced communications network and software architect. Driven by a fascination with zero-touch platforms, he has helped many companies implement cutting edge networks, security architectures, and quote-to-cash systems. In addition to his work in communications, Drew has a passion for college football and woodworking.
Liam Bresnahan is the Senior Director of Product Management for Footprint at TiVo. With more than 12 years of experience in product management and technology, Liam drives success in creating products and partnerships for PayTV Operators that results in next-generation solutions for easily accessible content across multiple device platforms. Previously, Liam worked within Ericsson and Microsoft where he was responsible for Solution Architecture in EMEA, focused on Mediaroom, Mediaroom Reach and Mediafirst.
Jean Macher is Business Development Director of SaaS Solutions for Harmonic where he drives the marketing effort for next-generation video solutions in the Americas. Macher joined Harmonic as part of the acquisition of Thomson Video Networks, bringing with him more than 20 years of experience in MPEG-related solutions and digital television implementation. Macher holds a Master of Science in Electrical Engineering from the Institut Supérieur d'Électronique in Paris.
Dean Stoneback is the Senior Director of Engineering and Standards at SCTE•ISBE and is responsible for the development of standards and operational practices for the broadband communications industry. Specific targets include reducing energy usage through the Energy 2020 program; assuring that networks are ready for DOCSIS 3.1 deployments; enabling advanced and IP video services and digital advertising; developing Internet of things (IoT) deployment methods; and supporting the migration of networks from coax to fiber delivery.
Prior to joining SCTE/ISBE in 2014, Dean spent 26 years with the Jerrold division of General Instrument, Motorola and ARRIS. As a senior manager with ARRIS, he most recently was responsible for systems analysis and architecture development for transmission products for the cable industry, including optics, RF, Ethernet and PON products. During his career he has focused primarily on fiber optic, RF and PON transmission systems and has experience in systems engineering, hardware design, and system integration and test.
Dean was editor of and a contributor to the Third Edition of the NCTA Recommended Practices for Measurements on Cable Television Systems in 2002 and the secretary and a contributor to the SCTE Measurement Recommended Practices for Cable Systems, Fourth Edition in 2012. He co-authored a book on the return path entitled, “Broadband Return Systems for Hybrid Fiber/Coax Cable TV Networks.” A longtime participant in the SCTE Standards Program, he was the recipient in 2012 of the SCTE Excellence in Standards award. Dean received a B.S.E.E. degree from Geneva College in Beaver Falls, PA in 1988 and his M.S.E.E. degree from Drexel University in Philadelphia, PA in 1993.
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