On average, subscribers don't think highly of their service providers. But virtualization and software-defined access empower operators to take control of elements, even those outside their traditional jurisdiction, to turn customers into advocates.
Despite spending billions of dollars on infrastructure, content and training, the industry suffers from one of the poorest reputations in customer experience. In part, it's because so much of the communications experience actually resides beyond providers' control. That's especially true today in an age of home WiFi and multiple connected devices from a growing array of vendors using disparate operating systems and apps. (See The CX Journey & UBB: Houston, We Have a Problem and UBB & Automation: Solutions to the CX Challenge?.)
Just as technology creates challenges, it generates the solution. During a February 21 radio show at 2 p.m. EST/11 a.m. PST, Jeremy Harris, director of subscriber solutions and experience at ADTRAN, will discuss "Virtualizing the Subscriber Experience."
Harris, who has held roles in engineering, vendor and contract management, and product management, leads a team of product managers to define ADTRAN's global strategy for extending programmability and network tools to the subscriber edge, as well as transitioning customer premises equipment (CPE) to virtual network functions (VNFs) and SD-WAN.
This transition automates many functions of the network, eliminating potential human error, enhancing security and accelerating deployment of maintenance patches, updates and upgrades. Software-defined access is a key enabler, breaking up monolithic legacy access architectures and giving providers a platform-based, open systems approach to innovation, said Harris.
During the radio show, Harris will discuss such topics as:
How SD-Access relates to improving the subscriber experience
Areas service providers can focus on to impact subscriber experience
How to address legacy systems
The role of artificial intelligence and machine learning
Solutions and use cases
Bring your curiosity and questions to "Virtualizing the Subscriber Experience," sponsored by ADTRAN, by registering here. See you on February 21 at 2 p.m. EST/11 a.m. PST.
On Jan. 23, Broadband World News hosts a Calix-sponsored webinar that explores several ways CSPs can enhance customer experience and find new business opportunities to avoid devolving into a speed race where nobody wins, not even the customer.
As the pool of savvy, fiber-rich operators across the US rural and regional landscape wanes, the financial community will grow even more interested in acquiring or investing in them, a CoBank report says.
It wasn't long ago that TV was ranked by subscribers as the most important service in the bundle provided by their communications service provider (CSP). Recent research indicates that for nearly three quarters of subscribers, broadband is now the most important service. Broadcast TV is the most important service to only 15% of North American consumers, replaced by OTT video streaming platforms like Netflix, Amazon Prime and Disney+. In addition, many different competitors are moving aggressively to stake a claim in consumers' homes.
In 2020, CSPs need to fight back by transforming their business models, which are becoming more reliant on a single source of revenue: fixed broadband services.
This webinar will focus on helping CSPs transform their business models by placing a firm focus on delivering a sensational subscriber experience and by offering compelling new services that generate value for subscribers. These actions will reinforce the CSP's strategic position in the home network and position themselves for growth in the next decade.
Key topics include:
Being the first to market with WiFi 6 technology, in response to consumer purchases of new devices over the holidays;
Having the insights needed to proactively resolve issues, often before your subscribers even know that there are issues;
Providing help desk agents with the visibility they need to resolve common subscriber issues more quickly;
Delivering a mobile app, in response to consumer demands for the ability to do some things themselves, rather than having to call technical support; and
Addressing consumer concerns around device security, privacy and control with enhanced security and parental controls.
In this insightful Light Reading radio show, Kurt Raaflaub, Head of Strategic Solutions Marketing, will outline the key service provider challenges, deployment considerations, next-gen Gigabit technologies, and service models to win market share in the rapidly growing MDU market.