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
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.
— Alison Diana, Editor, Broadband World News. Follow us on Twitter or @alisoncdiana.