More Complexity. Fewer Problems. How Proactive Support Boosts the Broadband Subscriber Experience

Date: Wednesday, September 14, 2022
Time: 1:00 p.m. New York / 6:00 p.m. London
 
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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

Speakers:
Alan Breznick, Cable/Video Practice Leader, Light Reading | bio
Anne Guenther, MBA, PMC V, Product Marketing Director, Support Cloud - Calix | bio Alzbeta Fellenbaum, Principal Analyst, Omdia | bio
 

Anne Guenther has 15 years’ experience in the telecommunications, unified communications & collaboration, and SaaS industries. As Product Marketing Director for Support Cloud at Calix, she is responsible for all Go-to-Market aspects of this cloud-based application (as part of the Calix Cloud platform) and helping to advance the subscriber experience management practice.

Prior to joining Calix, Anne was the Strategic Marketing Director at KIOSK Information Systems for self-service automation solutions and has held positions as Senior Industry Consultant in Strategic Marketing at Windstream Enterprise, Director of Products at Altvia Solutions, Product Manager at Lumen Technologies (formerly Level 3 Communications), and Senior Marketing Manager at West Unified Communications Services. Anne holds a Bachelor’s degree from the University of Texas in Austin, Texas, and a Master’s degree cum laude from Regis University in Denver, Colorado. Anne has co-presented for several industry webinars and authored a number of industry publications and blogs.

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Alzbeta Fellenbaum is a Principal Analyst at Omdia covering consumer broadband access data and bundling trends. She follows closely and advises on service provider consumer broadband strategies and monitors technical and regulatory developments across the industry.

Alzbeta was a principal analyst and research manager at IHS Markit and a member of the service providers and platforms team. Alzbeta joined IHS Markit in 2012 and has managed the Broadband Coverage in Europe project for the European Commission since 2014. Previously, Alzbeta was an audience research and market insights coordinator for Radio Free Europe/Radio Liberty in Prague, Czech Republic. Alzbeta was also a research assistant at the Institute of Sociology of the Czech Academy of Sciences.

Alzbeta holds a Master of Arts in international relations and American studies from Charles University in Prague and has studied at the University of Miami and Georgetown University.

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Alan covers the cable, broadband, and video technology and infrastructure markets, including cable networks and services. In particular, he tracks the markets for new cable, video, and broadband access technologies, including DOCSIS 3.1, Full Duplex DOCSIS, CCAP, DAA, Fiber Deep, FTTH, Coherent Optics, IPTV, OTT video, Gfast, NG-PON, Wi-Fi, and 5G. Formerly a contributing analyst at Kinetic Strategies and One Touch Intelligence, Alan has covered the cable, telecom, broadband, media, and consumer electronics industries for more than 25 years. As a business technology journalist, he previously worked for Crain’s New York Business, Cable Digital News, Communications Daily, Multichannel News, Cable World, and Communications Technology magazine, among others. A New York native, he is now based in the Toronto area.

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Mr. Richard is the SVP of Business Development for the Mears Group, supporting OSP construction and Broadband infrastructure services. Todd has expert knowledge of fiber long-haul and FTTX design and implementation.

Mr. Richard has technical knowledge of Data Center Infrastructure requirements and has been developing telecommunication networks for more than 20 years.

Successful in providing fiber optic network solutions that help expand client's revenue streams and working to deliver network solutions that allow the customer to accelerate program schedules.

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Atsuo Kawamura joined NEC Corporation in April 1986. His career started as a software engineer for the development of digital telephone switching system for global communication service providers. In 2012, he became General Manager of Carrier Services Division, responsible for overall network services and solutions for telecom carriers. In 2014, he became Senior Vice President and headed the SDN /NFV business which is the core technology for next generation carrier network. In 2017, he was promoted to Executive Vice President and head of Telecom Carrier Business Unit, supervising the provision of a wide range of end to end telecommunication products and solutions. In 2018, he was assigned to the head of Network Service Business Unit, responsible for network service business to various enterprise customers as well as telecom operators. In 2021, Global 5G business was assigned as his additional responsibility.

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Rich Loveland is the Director of Product Line Management for Vecima’s Passive Optical Networking (PON) for fiber-to-the-premise products.

With more than 35 years of experience in the telecommunications industry, Rich has held various marketing, product management, business development and engineering roles at Ciena, Ipitek, Pliant Systems Inc., Nortel Networks, Nokia (Formerly Alcatel-Lucent) and now Vecima Networks Inc.

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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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