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Latest Content tagged with Customer Experience (CX)
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Mass. lawmakers seek temporary ban on data caps, service shutoffs
Jeff Baumgartner  
1/28/2021   Post a comment
Bill would prevent ISPs from turning off service for customers facing hardships, raising fees and implementing data caps for up to 60 days after the pandemic.
Charter yanks petition to drop ban on data caps
Jeff Baumgartner  
1/20/2021   Post a comment
Large US cable operator has dropped an FCC petition to put an early end to condition that bans Charter from implementing usage-based data policies and cutting paid peering deals.
FCC OKs Frontier's Chapter 11 restructuring plan
Jeff Baumgartner  
1/15/2021   Post a comment
Frontier expects to emerge from Chapter 11 in early 2021.
ISPs catch heat about data caps, price increases
Jeff Baumgartner  
1/13/2021   Post a comment
Democratic lawmakers in the House Energy & Commerce committee are pressing the likes of Comcast, Altice USA, Charter, Cox and T-Mobile to detail their responses to the COVID-19 pandemic.
Hitron's DOCSIS sensor designed to streamline self-installs, cut capex
Jeff Baumgartner  
1/8/2021   Post a comment
Vendor says low-cost coax testing device enables customers to verify a coax outlet before calling tech support and should help operators reduce unnecessary truck rolls and service calls.
Verizon and CFU lead as Frontier and AT&T lag the field in online gaming
Jeff Baumgartner  
12/10/2020   2 comments
New PCMag study shows which ISPs – both big and small – are tops in latency and jitter performance.
Comcast to go national with broadband cap
Jeff Baumgartner  
11/23/2020   Post a comment
Cable operator is bringing its usage-based residential broadband data policies and unlimited data option to the northeast, where it grapples with Verizon's cap-free Fios service in certain markets.
Rogers sees broadband, IPTV growth slow in Q3
Alan Breznick  
10/26/2020   Post a comment
As the Canadian economy reopened after the mass COVID-19 lockdowns of the spring, Rogers experienced substantially less sub growth for its broadband and Ignite TV services.
Comcast uses AI smarts to boost cable network performance
Jeff Baumgartner  
6/29/2020   Post a comment
Cable operator has accelerated the rollout of an AI-powered system called 'Octave' to improve the efficiency of its access network.
Cox Business rises to the remote workforce challenge
Jeff Baumgartner  
6/24/2020   Post a comment
Like Comcast and AT&T, Cox's business services unit has tailored its commercial offerings to suit customers that have been forced to support a growing remote workforce during the pandemic.
Liberty Global sees upstream traffic surge over 50%
Alan Breznick  
5/7/2020   Post a comment
Europe's largest cable operator reports that both upstream and downstream traffic have jumped since the COVID-19 pandemic hit its markets, with the upstream traffic surging 50% and the downstream up over 20%.
Broadband usage surged 47% in Q1 to 402.5 GB per user – OpenVault
Jeff Baumgartner  
5/4/2020   Post a comment
Data collected from ISPs during the pandemic also shows an exponential rise in power users that consume at least 1 terabyte per month.
Comcast sees spike in 'xFi' usage
Jeff Baumgartner  
4/23/2020   Post a comment
During the pandemic, cable op said it's seen a 57% increase in people tapping into a digital dashboard that helps broadband customers manage – and even pause – their home Wi-Fi network.
Midsized cablecos cope with COVID-19 data demands and customer needs
Alan Breznick  
4/8/2020   1 comment
Atlantic Broadband reports 25% surge in data traffic while RCN/Grande/Wave offers free connectivity, deferred payments and other aid to customers.
US broadband usage starting to plateau – OpenVault
Jeff Baumgartner  
4/7/2020   Post a comment
Upstream usage is up just 2.3% and downstream usage is down almost 6% in monitored markets that are under stay-at-home orders, according to ISP data gathered from the week of March 30-April 3.
Tracking the network data trends during the COVID-19 crisis
Jeff Baumgartner  
4/2/2020   Post a comment
NCTA, Comcast, Nokia and BroadbandNow relay updates on how broadband networks are coping with data surges as millions of consumers work, study and entertain themselves at home.
BBWN Bites: OneWeb adds birds, feels heat
Ray Le Maistre  
3/24/2020   Post a comment
Also in this roundup: Streamers ease off; Danes boost broadband availability; Veego teams up with Amdocs; Ukrtelecom takes GPON rural with Iskratel; and more.
BBWN Bites: Macquarie wins Cincinnati Bell bidding war
Ray Le Maistre  
3/17/2020   Post a comment
Also in this broadband sector roundup: European operators ask for the improbable; Calix boasts new deals; US firms react to COVID-19; UK new builds to get Gigabit minimum.
BBWN Bites: Genesis heralds a new chapter for Gfast
Ray Le Maistre  
2/25/2020   Post a comment
Also in this news roundup: KPN sounds death knell for copper; WOW gets friendly with OTTs; Humax targets the cable CPE sector; and more from around the globe.
Charter dinged $18.8M to settle California broadband speed suit
Jeff Baumgartner  
2/21/2020   Post a comment
Allegations center on Time Warner Cable's use of deceptive and misleading practices to get thousands of customers to buy high-speed tiers the operator couldn't deliver.
There's no wireless without wires, no 5G without fiber
Fiber Broadband Association  
1/30/2020   1 comment
Operators such as Verizon have committed to investing in thousands of miles of fiber to support their 5G infrastructures, a vital component of this next-gen cellular technology that's expected to transform the world.
Calix CEO: 2020 Is a 'Year of Revenue & Profit Growth'
Alison Diana  
1/30/2020   1 comment
Calix reported revenue of $120.19 million – up 4% – in Q4 2019, putting a bounce in the step of company president and CEO Carl Russo and a shine to Calix's ongoing transition from hardware vendor to a provider of platforms enabled by cloud, APIs and subscriber experience.
'Cable Haunt' Modem Threat Gets Fixes
Jeff Baumgartner  
1/27/2020   Post a comment
Vulnerability will 'forever change the security of cable modems,' a DOCSIS and telecom engineering veteran predicts.
Broadband Forum Takes on Carrier-Grade WiFi Challenge
Alison Diana  
1/24/2020   3 comments
The industry standards organization is looking to ease operator pain from residential WiFi, while it also sees initiatives in connected home and other projects bear fruit.
DOCSIS 3.1 Pays Dividends for Rogers in Q4
Alison Diana  
1/22/2020   Post a comment
Deploying DOCSIS 3.1 across its entire footprint gave Rogers Communications the ability to offer speeds of up to 1 Gbit/s, contributing to a broadband segement that generated about 60% of the Canadian operator's $3.05 billion (US) in Q4 cable earnings.
How to Transform Your Business Model & Grow Revenue – Webinar
Alison Diana  
1/16/2020   Post a comment
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.
Prysmian Group Wins $38M Rural Contract From Mexican Government
Alison Diana  
1/15/2020   Post a comment
Prysmian is working for a government-owned Mexican company to connect remote regions of the country with high-speed broadband.
The State of States' Broadband Mapping
Alison’s Wonderland  
1/7/2020   3 comments
The lack of an accurate broadband map means states and counties including Illinois, Georgia and Roanoke, Va., must tackle this issue themselves before spending their residents' money on deploying infrastructure.
Three Key Decisions Operators Must Make in 2020
Daniel Grossman  
12/31/2019   Post a comment
Next year many operators must decide whether to invest more in HFC or go all-in to fiber, pick their PON and choose their managed-WiFi path, writes analyst Dan Grossman, who also recommends providers bundle managed WiFi and analytics to best serve residential subscribers -- and operators' own businesses.
US Rural Broadband Accelerates in 2020
Daniel Grossman  
12/30/2019   Post a comment
Public-private partnerships, investor interest, self-help in rural areas and incumbents' return set the scene for a busy year of broadband deployment in the US countryside in 2020, writes Analyst Dan Grossman.
By Culturing Fiber, Rural Operators Attract Investors - Report
Alison Diana  
12/23/2019   Post a comment
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.
NY's Governor Cuomo Is in a Net Neut State of Mind
Alison Diana  
12/20/2019   Post a comment
Governor Andrew Cuomo details how he wants to bring net neutrality back to the Empire State.
KPN Banks on Hybrid Access Tech to Retain Rural Subs
Alison Diana  
12/16/2019   Post a comment
Dutch incumbent is leveraging its mobile network and copper infrastructure to bring speeds of at least 50 Mbit/s to rural subscribers at a reasonable price.
Holiday Gifts Load Up Broadband Bandwidth, Study Finds
Alison Diana  
12/10/2019   Post a comment
New connected devices from generous relatives, plus endless hours of streaming choices, will cause holiday revelers to use up to 330 gigabytes per subscriber this holiday season, OpenVault predicts.
Telenet Tags SAM for IoT Home Security
Alison Diana  
12/9/2019   Post a comment
European cable operator partners with SAM Seamless Network to provide residential customers with software-based cybersecurity solution for all connected devices.
GAO: Rural Broadband's High-Cost Payment Program Saddled With Too Much Fraud-Risk
Alison Diana  
11/26/2019   Post a comment
The federal watchdog agency recommends the FCC consider eliminating the old cost-accounting program since it's more prone to fraud than the alternative reimbursement method among small, rural providers that receive about $2.5 billion annually to deploy broadband.
Climate Change Cries Out for Infrastructure That Withstands the Storm
Fiber Broadband Association  
11/21/2019   Post a comment
The strength of natural disasters like hurricanes is worsening, scientists say, and it's imperative that broadband infrastructures can withstand or be speedily repaired post-catastrophe, writes Fiber Broadband Association President and CEO Lisa Youngers.
ADTRAN's Revenues Plunge in Q3
Alison Diana  
10/31/2019   Post a comment
Slowed or paused purchasing by two major international operators, DT & Telmex, causes ADTRAN's third-quarter revenues to fall 22.9%.
Verizon Touts Progress With NG-PON2
Alison Diana  
10/30/2019   Post a comment
Verizon and Calix bonded four wavelengths in the lab, bringing Verizon closer to its goal of one unified network for multiple services, says Kevin Smith, vice president of network planning at Verizon, during Calix ConneXions 2019 in Las Vegas.
GVTC VP: Managed WiFi Is a Must-Have Service
Alison Diana  
10/29/2019   Post a comment
Managed WiFi delivers so much value to subscribers and the provider that it's a mandatory part of the Texas telecom coop's Premium WiFi service.
Calix Q3 Earnings Show Transition Is (Slowly) Underway
Alison Diana  
10/25/2019   Post a comment
Calix must overcome ties to its hardware-based past and return to positive earnings, something CEO Carl Russo predicts will happen soon -- pointing to the vendor's flat Q3 earnings and uptick in Verizon orders as positive financial indicators.
Evolving unlicensed 5G applications: Closing the divide in mobile and last-mile connections
Partner Perspectives  
10/23/2019   Post a comment
First used for indoor, short range and fast data downloads, unlicensed spectrum is evolving to fill last-mile gaps between wire hubs and buildings, and providing continuous mobile connectivity on trains.
What Service Providers Should Know About WiFi 6
Partner Perspectives  
10/18/2019   Post a comment
With WiFi 6, service providers are equipped to give subscribers high-quality support without the overhead associated with truck rolls or technician visits, writes Greg Owens, senior director of product marketing at Calix.
Comcast Business Crosses Canadian Border With iTel
Alison Diana  
10/16/2019   Post a comment
Comcast Business Enterprise Solutions will support US-based Fortune 1000's branch offices with northern neighbor through partnership with iTel, SVP and GM Glenn Katz explains.
High-Speed Broadband: The Prescription for a Healthier Country
Fiber Broadband Association  
10/16/2019   Post a comment
Rural Americans are getting shut out of today's increasingly digital healthcare experience, despite the personal and monetary benefits telehealth and other connected-health solutions deliver.
Turning the Keys to State-of-the-Art 5G mmWave
Partner Perspectives  
10/9/2019   Post a comment
'Millimeter wave is key to 5G, a path to extending the reach of wireless broadband service – and opening new opportunities for operators around the globe,' says Anders Storm, CEO at Sivers IMA.
USDA Sows $152M Crop of Rural Broadband Funds
Alison Diana  
10/8/2019   Post a comment
The US Department of Agriculture is investing to provide or improve rural broadband in 14 states, across 20 projects.
Overwhelmed by Growing SVoD Fees & Choice, More Subs Become Pirates
Alison’s Wonderland  
10/2/2019   Post a comment
As more streaming video providers enter the market and consumers find it harder to locate content, they're returning to piracy.
Necessity Is the Mother of Invention
Partner Perspectives  
9/30/2019   Post a comment
Mark Weller of UK wholesale broadband provider Nextgenaccess discusses strategies for addressing the UK's urgent full-fiber requirements – today, because the country, people and businesses cannot wait.
BBWF Interview: Rogers Communications' Lindsey Omelon on the Evolving Customer Digital Experience
Broadband World Forum Perspectives  
9/27/2019   Post a comment
How can a service provider such as Canada's Rogers Communications deliver the digital experience expected in 2019? Lindsey Omelon says it's all about being customer-centric.
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Latest Articles
Here's where you can find episode links for 'The Divide,' Light Reading's podcast series featuring conversations with broadband providers and policymakers working to close the digital divide.
As we have for the past two years, Light Reading will present our Cable Next-Gen Europe conference as a free digital symposium on June 21.
Charter has sparked RDOF work in all 24 states where it won bids. The cable op booked about $19 million in RDOF revenues in Q1, and expects to have about $9 million per month come in over the next ten years.
As we have for the past two years, Light Reading will stage the Cable Next-Gen Technologies & Strategies conference as a free digital event over two half-days in mid-March.
Launch of 2-Gig and 5-Gig FTTP tiers in 70-plus markets puts more pressure on cable ops to enhance their existing DOCSIS 3.1 network or accelerate their upgrade activity centered on the new DOCSIS 4.0 specs.
Webinars
ARCHIVED
Wednesday, September 14, 2022
1:00 p.m. New York / 6:00 p.m. London

When your broadband business adds new services and connected devices, do they also add complexity, slowing customer support teams as they navigate multiple data sources to uncover connectivity issues? We’ve worked with hundreds of support teams to help them implement a subscriber experience management platform that gives greater visibility into subscriber issues. They can proactively troubleshoot amid complexity—improving the subscriber experience and raising customer satisfaction ratings like Net Promoter Scores.

Join this webinar with experts from Calix and global research leader Omdia who will share exclusive research about how you can:

  • Simplify management of numerous data sources with end-to-end visibility
  • Clear 90 percent of trouble calls in 24 hours and boost NPS +71 using predictive analytics, real-time insights and customer success practices
  • Avoid common bottlenecks when upgrading to proactive support to ease disruptions to subscribers during implementation


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