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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.

Analytics, Visibility are Key for Service Providers in Addressing the Connected Home

By Paula Bernier, TMC Executive Editor

Churn can be a costly problem for service providers, particularly when it gets up into the high double-digit percentages. And that’s exactly what can happen when customers are less than satisfied with their communications services. In fact, it has been estimated that churn is 89 percent for subscribers who have a poor customer experience.

But there is an answer.

Partnering is Key to Successful Network Transformations

By: Peter Bernstein, TMCnet Senior Editor

One of the things that will characterize 2015 is the trend that started picking up momentum in 2014 that operators of physical communications networks have developed a sense of urgency about transforming their networks.  It used to be that if you were a network operator you could invest with some level of assurance that the hardware and the associated software to run it would be core to your network for possible decades before becoming obsolete.  However, as everyone in the industry knows, this is no longer the case.

As the world becomes more software-centric in terms of service creation, delivery, agility, security and performance— to meet the tsunami of data heading operator’s way and to allow network operators to maintain their relevance as ecosystem hubs rather than “dumb pipe” providers—cost efficient and effective operational excellence and the need to be fast-to-market and fast in the market with innovative services and enhanced customer experiences have become paramount. It is why so much attention is being paid to thing like Software-Defined Networks (SDN) and Network Functions Virtualization (VFV). 

The need for speed has become (pardon the turn of phrase) hyper-critical.  However, with recognition of the need to transform and do so rapidly should also come the recognition that network operators cannot transform rapidly and successfully on their own...

Your Current IP Session Border Controller Won't Cut It Long Term

By Mae Kowalke, TMCnet Contributor

Conversations are changing.

In the past, people could expect to call each other, e-mail or meet in person. But the new conversation experience includes the ability to instantly interact via multimedia with others, video conference from any location and without installing special software, and seamlessly merge several different voice and chat streams.

The session border controllers currently used by many network operators are not meant to handle this complex new communications environment.

Cable MSOs Need a Flexible Network Edge

By Mae Kowalke, TMCnet Contributor

It seems these days that no matter how much bandwidth and services multiple systems operators (MSOs) it is not enough. Subscribers want higher quality user experiences not just for their televisions but for the exploding number of other network connected devices they possess which are multiple media bandwidth hungry. 

Even if cable MSOs can meet current demands the pressure to go faster is intense, especially when the competition is only a click and a quick connection away.  This need for speed to the market and in the market is placing increasing strains on cable system architectures and creating a need to accelerate cable network IP transformation.

As Time Warner Cable senior director and chief network architect Michael S. Kelsen has written: “Cable operators are seeing their network capacity requirements double approximately every 24 months to keep up with customer demand and the launch of new services.”

One way to cope with increasing capacity demands is ensuring cable operators have a flexible network edge. A flexible network edge helps maintain growth but reduces costs at the edge of the network by supporting the evolution of residential, commercial and even mobile services.

Shared Data Plans Mean New Charging Challenges

By Mae Kowalke, TMCnet Contributor

The move to LTE networks, increasing data usage, and the proliferation of multiple devices per user has ushered in the concept of shared data plans.

Shared data plans offer benefits both to consumers and operators. For carriers, shared data plans mean the ability to have a single pool of data minutes that they can use across their multiple devices. For carriers, shared data plans mean increased customer loyalty and additional revenue opportunities.

However, shared data plans also mean challenges for carrier charging systems.

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