Erik Linask : Convergence Corner
Erik Linask
writer

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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What are the hottest topics in Silicon Valley?

July 12, 2011

What's the hottest topic in technology today? If your business is located in Silicon Valley, however you answered the question, TMC wants to know next week at the San Jose Marriott.

New and Improved Quick View from Cablevision? Not so Much.

July 2, 2011

Cablevision has certainly tried to create an easy way to personalize viewers' experiences with Quick View - a must considering the alternative options for video content delivery, including several online sources that continue to increase in popularity. But, it's not a feature I will be using much, at least not until they make Quick View an enjoyable experience.

Got In-flight WiFi? Hipmunk Knows

June 29, 2011

For the mileage whores out there - those who stick to the one or two airlines with which they have accumulated massive points or miles - there is little recourse, though they do gain the benefits of flight awards and elite status. But, for those who are more flexible with their choice of airlines, there's an easy way to choose you airlines, thanks to Hipmunk.

Why Your Business Must Form a Social Media Strategy Today

June 27, 2011

Social media has become an almost unstoppable presence for a number of reasons - the same reason businesses must give it an ear - and a mouth. It's a binding phenomenon, often brining users with like interests together, ignorant of geography and technology. People engage in social media (just look at the numbers). It crosses the social barriers traditional advertising have often struggled to overcome, relying on interpersonal relationships to create links. It's simple, quick, and cost-effective. It's measurable - with the right technology businesses can easily determine the effectiveness of their social media efforts.

Tweeting Isn't Just for Birds

May 24, 2011

One hundred and forty characters. One tweet. Such a small space, yet one that has become powerful beyond its size. What can you accomplish in just a few words?

Sports Illustrated iPad Version a Winner (Finally)

May 20, 2011

SI started off on the wrong foot, adopting an all-paid model initially, but now that it has stepped back from that approach, it has brought a rich, electronic experience to its subscribers - on that other publications would do well to emulate.

What You Need to Know About HTML5

May 19, 2011

To provide an ongoing forum for discussing HTML5 applications as they materialize - and the technology behind them - Joe Mazzeo, founder of the Crossfire Group, has started a new HTML5 blog. "This blog is dedicated to those seekers with a passion to actually read and learn about those technologies that will bring the future of the Web to fruition and radically alter our lives," writes Mazzeo.

Will Sony's Playstation Network Intrusion Give New Life to Game Discs?

May 5, 2011

Ultimately, while Sony will suffer from the breach of its network, the bigger hit will be on the gaming industry as a whole. Consumers won't quickly forget this incident and will be reluctant to return very quickly to downloading games. Looks like it's time to increase production of game discs once again.

To Read or Not to Read (on Your iPad)

May 4, 2011

A recent study by Simba Information suggests that 40 percent of iPad owners do not read e-books on their iPads. Should we be surprised? I think not, but Michael Norris, senior analyst and author of the report, says, "A lot of people equate the sale of a new gadget with the creation of a new reader, and it just doesn't happen."

Need an Education in Video? Business Video Expo West 2011 is Your Experience

May 3, 2011

TMC and Interactive Media Strategies have just announced the program for the second Business Video Expo, which will be collocated with ITEXPO West, September 13-15, 2011.