David Byrd : Byrd's Eye View
David Byrd
Chief Marketing Officer for ANPI

Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

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A Taxing Decision

April 11, 2012

Years ago, a mentor told me to do my own taxes as long as possible. In doing so, he explained I would have an understanding of tax policy that exceeded most people. This would allow for better tax and investment planning and, perhaps, better political decisions. So, rather than use H&R Block, I read the IRS forms and booklets.

Sweeeet!

April 9, 2012

Although spring officially began March 20th, I always view Easter weekend as symbolizing the true start of spring. In addition to the religious symbols for rebirth, it is also the weekend when the egg or birth in general is celebrated. I made only one egg dish, cheesy scrambled eggs nestled on a woven mat of bacon on sourdough toast. But I did think of spring and rebirth as I made it.

Can You Access Me Now?

April 6, 2012

In the debate over the availability of broadband and the underserved portions of our country, wireless does not seem to be an important variable. Yet, as CTIA reported, there are more wireless subscriptions than people in the U.S. (322,800,000 vs. 312,781,000) and more than half of those subscribers have smartphones.

If Only Dorothy had a Smartphone

April 4, 2012

Yesterday was certainly interesting for the Dallas Broadvox office. We had our first visit by our new CEO, Bruce Chatterley, and the first evacuation of the office. In case you missed the news, the north Texas was hit by powerful thunderstorms yesterday which spawned several tornadoes. A few of these were on target to strike central Dallas and, ultimately, we were told to leave our offices and seek shelter in the subterranean parking garage.

Cheeky and Cool

April 2, 2012

The menu for the weekend was greatly influenced by my decision to make an updated version of pasta carbonara. Therefore, I could be less creative in cooking or so I thought. Friday’s dinner was coconut shrimp and panko crusted shrimp (yes, both). Saturday began with a shrimp omelette garnished with toasted coconut.

Paradiddle, RIM Shot, Cymbal Crash, Done

March 30, 2012

It wasn’t going to be easy to get millions of CrackBerry users to eat their fruits and vegetables, but Apple has succeeded. Not only has the Apple iPhone successfully dominated RIM’s BlackBerry in the U.S., they are now winning on RIM’s home turf, Canada. According to IDC and Bloomberg, after beginning with a lead of five to one when the iPhone debuted, the iPhone out shipped the BlackBerry last year 2.85 million to 2.08 million. RIM’s revenues in Canada and the U.S.

Conversation is Important

March 28, 2012

Channel Partners began this week in Las Vegas and Broadvox and many of our partner Program members are present. We find the conference educational and a chance for us to gather and discuss opportunities to improve and expand our businesses. While we cannot visit with our over two thousand partner members, we do meet with many of the well-known Master Agents who represent many of our members.

Channel Partners is more than just a search for new agents.

Classics Remain While One Disappears

March 26, 2012

It was a lovely weekend for cooking and doing things outside. However, I decided earlier in the week to make coq au vin. Provincial French cooking is always a pleasure and the results are just plain good. So, with a plan of cooking coq au vin on Saturday and pasta carbonara on Sunday I knew one or the other would be the recipe of the week.

Invest in Yourself, Enjoy the Returns

March 21, 2012

In an industry where acronyms and obscure terms are prevalent and created every day, Unified Communications is just the latest in a long line of telecommunication solutions that VARs, agents and integrators need to adopt. Consequently, the requirement to recreate themselves again is rapidly approaching, if not past. Recently, while on an IP related panel during IT EXPO, an audience member stated that his customer base was not transitioning to IP communications and he saw no need to promote it nor any of the related technologies. “Wow!” was my reaction.

A Game of Chicken

March 19, 2012

Some weekends it is tough to cook a dish that I can turn into a recipe. For example, my favorite dish I made on Sunday, rigatoni pasta with beef shanks. This required braising the beef shanks for three hours with aromatic vegetables and beef stock. Then straining and reducing the resulting sauce; adding a little tomato paste, seasonings, cooking the pasta, shredding the meat and mixing it all together.
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