As cable companies respond to new service opportunities amid intensifying competitive pressures, nothing is more important to success than their ability to transform the customer experience across all residential and commercial services.
The urgency of this challenge is clear. By addressing back-office, device management and service assurance requirements that will contribute to a far better customer experience, operators can improve their results in customer satisfaction surveys and stem losses in pay TV subscribers – creating a more positive outlook on Wall Street and in board rooms.
Moreover, cable operators need to evolve from old siloed approaches in order to keep up with customer experience requirements as they execute on an ever-expanding array of new opportunities – including TV Everywhere (TVE), Wi-Fi©, smart-home and managed commercial services. Combined with growing use of cloud-based resources, operators’ responsibilities for maintaining, let alone improving customer satisfaction have expanded to a much broader range of devices, network elements and service categories than ever before.
Today’s market conditions dictate a comprehensive, cross-silo approach to ensuring superior customer experience and accelerating service velocity that integrates processes and procedures across multiple departments. It is not enough for cable operators to be able to compile, analyze and format data across all service categories to provide customer service representatives (CSRs) and technical support personnel instant access to all information relevant to any issue. They need to be able to extend the benefits of advanced user awareness, device management, actionable analytics, and dynamic and automated operations to drive go-to-market efficiencies and improve performance throughout the organization.
