Customer Experience/C5 2021 Fall

Untitled Document

C5 Fall 2021

C5 Fall 2021

C5 Fall 2021 took place as a video conference on November 10-11 from 2:00-4:00pm (ET). The event was proudly supported by our Silver Partner CallMiner, but unfortunately were unable to attend.

Over the two days, most C5 MSO companies were represented―Blue Ridge, Charter/Spectrum, Claro Brasil, Comcast, Cox, GCI, Liberty Global, MCTV, Mediacom, Sparklight, and Telecom Argentina and each of the three industry associations (CableLabs, CTAM, NCTA). Scott McArthur represented Statflo (a prospective vendor partner), who were invited to participate on the panel Personalizing CX, and provide insights from the perspective of a business text messaging service.

The event format comprised four panel discussions, a brief update by The Senior Fellows on the CX 2.0 research project, comments by Diane Christman (SVP and Chief Program Officer) on the next phase for The Cable Center, and information on new courses in 2022 offered by Intrapreneurship Academy (IA) at The Cable Center. Recent graduates of the inaugural IA course, Leveraging Customer Experience (LCX), Michael Millington (Comcast) and Nicole Wininger (Blue Ridge), expressed the value and key learning outcomes they achieved during the eight-week course. The retirement of Jana Henthorn (President and CEO) was also acknowledged with special tributes from long-time C5ers, Rob Stoddard, Suzanne Foy, and Jon Coscia, along with former C5er, Andrés Piderit.

Panel discussions centered around the theme of “Maximizing CX through Technology in the Post-COVID Environment,” as shown in the figure below.

Maximizing CX through Technology in the Post-COVID Environment

Each panel—led by a C5 Exec Chair—comprised of short presentations by C5 panelists along with ~25 mins for open discussion. Participants actively engaged in these conversations to share best practice and insights on four topic areas:

  • Panel 1: Context (the impact of technology on operational factors)
  • Panel 2: Personalizing CX (the impact of technology to create personalized experiences)
  • Panel 3: CX Implications for the Industry, and
  • Panel 4: Tools Adoption (issues related to the adopts of new technology tools).

DAY 1: WEDNESDAY, NOVEMBER 10, 2:00-4:00 PM (ET)

TimeEventSpeaker/s

1:45 – 2:00 PM (ET)

Optional social interaction – be ready to share:
“What achievement (milestone, award, etc.) did your or one of your family members accomplish during COVID?”

 

2:00 – 2:30 PM (ET)
(30 mins)

Day 1 Welcome and Introductions

  • Retirement of Jana
  • Next Phase of TCC
  • LCX Course Report
  • GFEL Awards

Senior Fellows: Drs. Charles Patti, Ron Rizzuto, and Maria van Dessel, The Cable Center

TCC Leadership Team: Jana Henthorn and Diane Christman

LCX graduates: Nicole Wininger (Blue Ridge), Michael Millington (Comcast)

2:30 – 3:10 PM (ET)
(40 mins)

Maximizing CX through Technology in the Post-COVID Environment

PANEL 1: CONTEXT
This panel discussion explores the impact of technology on operational factors:

  • What does the frontline look like in the post-COVID environment?
  • What are the most—and least—effective practices?
  • What’s next?

Moderator:
C5 Exec Chair, Suzanne Foy, Cox

Panelists:
Maureen Moore, GCI
Nicole Wininger, Blue Ridge

3:10 – 3:50 PM (ET)
(40 mins)

Maximizing CX through Technology in the Post-COVID Environment

PANEL 2: PERSONALIZING CX
This panel discussion explores the impact of technology to create personalized experiences for customers:

  • How can we improve the personalization of CX, particularly in a growing omni-channel environment?
  • What’s working and what’s not?

Moderator:
C5 Exec Chair, Eric Burton, Comcast

Panelists:
Jon Coscia, Mediacom
Scott McArthur, Statflo

3:50 – 4:00 PM (ET)
(10 mins)

Day 1 Wrap Up

Senior Fellows: Drs. Charles Patti, Ron Rizzuto, and Maria van Dessel, The Cable Center

DAY 2: THURSDAY, NOVEMBER 11, 2:00-4:00 PM (ET)

TimeEventSpeaker/s

1:45 – 2:00 PM (ET)

Optional social interaction – be ready to share:
“What travel or dream trip would you like to take after COVID?”

 

2:00 – 2:05 PM (ET)
(5 mins)

Day 2 Welcome Comments

Charles Patti, Senior Fellow, The Cable Center

2:05 – 2:10 PM (ET)
(5 mins)

Status of CX 2.0 research project

Senior Fellows: Drs. Charles Patti, Ron Rizzuto, and Maria van Dessel, The Cable Center

2:10 – 2:40 PM (ET)
(30 mins)

PANEL 3: CX IMPLICATIONS FOR THE INDUSTRY

  • Update by Association members on current technology, regulation, and marketing matters as they relate to the cable industry…

Moderator:
C5 Exec Chair, Jon Coscia, Mediacom

Panelists:
Mickie Calkins, CableLabs
Mark Snow, CTAM
Rob Stoddard, NCTA

2:40 – 3:20 PM (ET)
(40 mins)

Maximizing CX through Technology in the Post-COVID Environment

PANEL 4: TOOLS ADOPTION
This panel discussion explores different issues related to the adoption of new technology tools:

  • What tools are being adopted and how are they working?
  • Has WFH (remote call centers) required new technology?
  • What vendors are providing best solutions?
  • What role does AI play?

Moderator:
C5 Exec Chair, and Kim Gibson, Sparklight

Panelists:
Simón Tadeo, Telecom Argentina

03:20 – 3:50 PM (ET)
(30 mins)

Snap Chat

Unstructured, free-flowing discussion on any topic/issue of interest by C5 members

Moderator:
C5 Exec Chair, Simón Tadeo, Telecom Argentina

Presenters:
Rodrigo Duclos, Claro Brasil
Katherine Gessner, MCTV

3:50 – 3:55 PM (ET)

Update by The Cable Center on its Intrapreneurship Academy and course offerings

Presenter:
Diane Christman, The Cable Center

3:55 – 4:00 PM (ET)

Conference Wrap Up

Senior Fellows: Charles Patti, Maria van Dessel, and Ron Rizzuto, The Cable Center

And, finally, the Senior Fellows would like to acknowledge the ongoing support from The Cable Center (Jana Henthorn, President & CEO, and Diane Christman, SVP and Chief Programs Officer) and our C5 Executive Chairs (Eric Burton, Comcast, Jon Coscia, Mediacom, Suzanne Foy, Cox, Kimberly Gibson, Sparklight, and Simón Tadeo, Telecom AR), as well as all participants who helped make our fourth virtual conference such a great success.

C5 Spring 2021 participants

Eric Burton

Eric Burton
Vice President, Tools, Technology, and Quality
Comcast

Eric Burton is Vice President, Tools, Technology, and Quality overseeing desktop tools, customer facing support tools and content, ITGs and troubleshooting solutions, quality, performance management, and coaching. He plays an important role in developing Customer Service strategy at Comcast, working closely with his peers across the Divisions, National COEs, and Headquarters. Eric is squarely focused on Comcast’s goal to make the customer experience the best product, through ensuring that employees and customers have the best possible tools, and that quality and coaching programs reinforce and support that goal. Eric is focused on identifying winning behaviors that will help build a culture of Ownership at all levels of the organization.

Prior to joining Comcast, Eric was Group Vice President, Care Shared Services at Time Warner Cable. In that role, Eric was responsible for outsourced operations, alternative care channels, reporting and analytics, care technology, quality and customer perspective, and voice operations. Eric also held a variety of executive Operations and Technology leadership positions at Time Warner Cable, and having worked his way up through the ranks has extensive front-line leadership experience as well.

Eric holds a Bachelor of Science in Business Management, is a graduate of the Tuck School of Business Executive Program, and completed the CTAM Management Program at the Harvard Business School.

He resides in his native Southern California with his wife and two daughters and enjoys time with family, trail running, mountain-biking, and generally being outdoors as much as possible.

Mickie Calkins

Mickie Calkins
Director of Strategic Partnerships
CableLabs

Currently working as the Director of Strategic Partnerships for CableLabs, Mickie has enjoyed a 30+ year career being on or leading technical teams in organizations like Hewlett-Packard, Plantronics and Texas Instruments. A long-time champion of user-centered design, Mickie holds four patents for the design of user interfaces associated with media consumption in the home as well as a design innovation award for her contribution developing an award-winning remote control for Hewlett-Packard. She is also an innovation coach for UpRamp, an accelerator designed to connect established start-ups with the cable industry.

Mickie holds a Bachelors degree in Technical Journalism and Computer Science from Colorado State University and is a member of WICT (Women in Cable Telecommunications), ACM, SIGChi and IEEE.

Diane Christman

Diane Christman
CPO & SVP, Development
The Cable Center

As part of The Cable Center's senior leadership team, Diane is responsible for creating, cultivating, and maintaining strategic relationships and partnerships between The Center and its financial supporters, as well as positioning the organization via marketing and public relations. Diane oversees business development and fundraising strategy, brokers revenue-generating programs, leads the Development Committee in its work with key donors, and oversees The Center's brand and public outreach.

Since she joined The Cable Center in 2006, Diane has been responsible for creation of The Center's $10 million Chairman's Fund endowment campaign (approaching completion); partnerships supporting The Center's Cable Mavericks Lecture Series, Cable Mavericks Masters Forum, and Customer Experience initiatives; increasingly successful Cable Hall of Fame events; and organizational re-branding.

Diane holds a Masters degree in Mass Communication from the University of Denver and a Bachelor of Arts in Speech Communication from Colorado State University.

Jon Coscia

Jon Coscia
Group VP, Customer Operations
Mediacom

Jonathan Coscia is the Group Vice President of Customer Service and Field Support Operations at Mediacom Communications Corporation. He is the executive responsible for customer service call center operations, field dispatch and workforce management operations, development of customer self-service channels, and inbound sales and retention operations. Jon is a 19-year veteran in the cable industry joining Mediacom Communications in 2007.

Rodrigo Duclos

Rodrigo Duclos
Chief Digital Officer
Net Serviços Brasil

Rodrigo Modesto Duclos is graduated in Electric Engineering and holds an MBA in Strategy and Marketing where he developed a structural analysis of the Brazilian Cable industry in 1999.

Rodrigo began his career in NET Sul, a cable start-up back in 1994 and worked for different companies in the telecom industry (Claro, Promon, LogicaCMG). Since the early days he has been involved with many innovative projects in telecommunications such as the introduction of broadband in Brazil (Cable Modems), Mobile pre-paid services, SMS, Ring-tones, MMS, Mobile Internet (GPRS/Edge, WAP), Digital TV (DVB), VOD and IP Video among others.

Currently Rodrigo is leading the digital transformation projects in Claro Brasil Group (NET, Embratel and Claro) as the Chief Digital Officer.

Suzanne Foy

Suzanne Foy
Exec. Director, Customer Care
Cox Communications

As Executive Director, Customer Care, Suzanne currently leads the definition of Cox Customer Care Strategy, design and delivery of Cox Business customer support, engagement and performance of Cox outsource partner management, and Customer Care program management. In her almost 25 years at Cox, previous roles have include digital support, customer support policy and process standards, billing and payment strategy and experiences across call center and online channels, agent and customer knowledge management, communications and agent education.

Katherine Gessner

Katherine Gessner
President
MCTV (Massillon)

Katherine Gessner is President of MCTV, a family-owned Internet, TV and Phone provider serving 50,000 customers across eight counties in Northeast Ohio. Katherine represents the third generation of local family leadership at MCTV, following in her father’s and grandfather’s footsteps. Katherine joined the MCTV team in 2013 as the sales and marketing manager and has held several roles at MCTV — most recently vice president of strategic planning and policy — before being named president in 2019.

Katherine earned her Bachelor’s degree in marketing from Marietta College (OH) in 2005 and her MBA from the Daniels College of Business at the University of Denver in 2011.

Similar to her father and grandfather, Katherine is deeply rooted in, and values the importance of supporting the local communities that MCTV serves. Katherine serves on the boards for several area organizations including the Massillon Public Library, Stark State College Foundation, and the Massillon WestStark Chamber of Commerce. In her free time, she enjoys spending time with her husband, cooking, and playing with her two dogs.

Kimberly Gibson

Kimberly Gibson
Snr. Director Customer Operations
Cable ONE

Kimberly Gibson is the Senior Director of Customer Operations. As a key member of the Customer Operations Team, she is responsible for aligning strategy with company goals and objectives, testing and implementation of solutions and best practices to improve the customer experience across Cable ONE’s 42 systems and three inbound call centers. Kim has responsibilities for over 300 Cable ONE associates.

She joined Cable ONE in 2004 as Office Manager of Cable ONE’s technical Solution Center. In 2005, she was promoted to General Manager, assuming full responsibility for the day-to-day activities of the 150-seat center currently averaging 88,000 calls a month. Kim was promoted in August 2005 to the General Manager of Cable ONE’s national inbound Customer Care call center and was responsible for all aspects of the center’s daily operation, including but not limited to, strategy planning, leadership coaching and metric achievement. In January 2008, Kim was promoted to Director of Virtual Operations responsible for the operations of the Virtual Call centers in Cable ONE’s local markets.

Prior to joining the Cable ONE leadership team, Kim gained vast experience in the communications industry where she began her career with Qwest Communications in 1991. After advancing to a Network Operations Supervisor position in 1997, her quality focus resulted in a promotion to Network Operations Manager for Qwest’s Arizona dispatch centers.

Kimberly graduated from Northern Arizona University in Flagstaff with a B.S. in Hospitality Management and earned an MBA in Technology Management from the University of Phoenix.

Jana Henthorn

Jana Henthorn
President & CEO
The Cable Center

Industry veteran, Jana Henthorn, took the helm of The Cable Center as President and CEO on January 1, 2016. She has been part of The Center’s leadership team since 2004. Jana brings more than 30 years of experience from all corners of the industry to her position. Prior to The Cable Center, she managed the network sales team for 16 states and two regional offices as Vice President of Affiliate Sales for A&E Television Networks. She also served as Vice President of Operations and Service Fulfillment for Jones Intercable, one of the top 10 cable distributors until its acquisition by Comcast in 1999. While at Jones, she managed local cable operations in Wisconsin and Florida.

A nationally recognized advocate for customer experience, Jana led The Center’s Customer Experience Central initiatives, including the Cable Center Customer Centric Consortium (C5). The C5 consortium of executives from the largest operators in North America and Europe focuses on expanding industry knowledge and leading new approaches to customer care. Jana directed the industry’s first customer care metrics study, and also reinvigorated The Cable Center’s valuable Oral History Program.

Jana graduated from the University of Illinois in Champaign-Urbana and completed her MBA at the University of Denver.

Maureen Moore

Maureen Moore
Chief Customer Experience Officer
GCI

In her current position, Maureen is responsible for the overall customer experience strategy of GCI. With more than 20 years of telecom experience, she previously served as Vice President of Consumer Services, with marketing and operations responsibility for GCI’s consumer products, including wireless, Internet, cable TV, and wireline services. She also served on the Alaska Broadband Task Force from 2011-2014 which produced a plan for accelerating the deployment and adoption of broadband technology across Alaska. She graduated from Georgetown University with a degree in Business Administration, double majoring in Finance and Management. Maureen is currently based out of Anchorage, Alaska.

Charles Patti

Charles Patti
Senior Fellow & Cox Chair
The Cable Center

Charles (Chuck) is the James M. Cox Professor of Customer Experience Management and Senior Fellow at The Cable Center and a Professor Emeritus at the University of Denver and Queensland University of Technology, Brisbane, Australia. Professor Patti has deep international experience through consulting and academic appointments throughout Europe, Australia, and Southeast Asia, with extensive experience in building, delivering, and evaluating curriculum in a wide range of settings, including doctoral seminars, MBA and other specialized postgraduate courses, undergraduate programs, and professional and corporate learning. He has special expertise in case method learning and has coordinated several case learning workshops, including a Harvard Business School case workshop. He was an early adopter of online teaching and learning technologies and developed several firsts in learning technology, including the first video case, the C-DIE format (interactive case learning), the online MBA (Otis Elevator Company), and most recently, the Virtual Grocery Environment for interactive learning.

Much of his teaching draws from his business and consulting experience, which includes clients in the higher education sector (The Cultural Precinct, University Libraries, Bureau of Publications, Athletic Departments, Colleges of Business, Law, and Arts, and the Australian Vice Chancellors’ Committee) and in the business sector (American Newspaper Publishers Association, American Telephone Advertising, Inc., Chubb Electronic Security, Gannett, Inc., McDonald’s Corp., New Zealand Telecom, and Sunsuper, Pty. Ltd.) He has built and delivered major learning programs with consulting clients that have included Aetna Insurance, British American Tobacco, Otis Elevator, Queensland State Department of Development, Siemens, Texas Instruments, and Philip Morris. His research covers marketing communication and CE management and his work includes journal articles, book chapters, and eight books on various aspects of marketing. Recently, Dr. Patti has been conducting research on the Customer Experience (CE) Maturity Curve, CE ROI, and CE metrics. He is a past winner of the Marketing Educator of the Year Award and is recipient of the James Hershner Free Enterprise Award.

Dr. Patti holds a A.B. (history and literature), an M.S. (advertising) and a Ph.D., all from the University of Illinois in Champaign-Urbana.

Ron Rizzuto

Ron Rizzuto
Senior Fellow
The Cable Center

Ron is a Professor of Finance at the Daniels College of Business at the University of Denver and holds The Ron Rizzuto Chair for Excellence in International Executive Education. The endowed chair that was established in his name supports Dr. Rizzuto’s ongoing work with the Chinese Executive Media Management Program (CEMMP), which equips Chinese mid-career executives and government officials with the business skills to ensure a more successful future for China's media industry. He has been involved with the cable industry for 30 years and is one of the leading authorities on the economics of U.S. municipal telecommunication overbuilds. Ron was inducted into Cable TV Pioneers in 2016 for his service to the cable industry. He is an honorary lifetime member of Women in Telecommunications (WICT) and received WICT’s Special Accolade Award in 1988 and 1991. Dr. Rizzuto’s teaching and research areas include: capital expenditure analysis, mergers and acquisitions, corporate financial planning, corporate restructuring, telecommunication finance and customer experience management (CEM). He has published numerous articles and regularly delivers seminars in his specialty areas. Dr. Rizzuto has received several teaching awards including the University of Denver’s Distinguished Teaching Award, the College of Business’s Cecil Puckett Teaching Award and the Daniels Institute Leadership Award from the Institute for Executive and Professional Development. Consulting clients include: KPMG, Price Waterhouse Coopers, Time Warner Cable, First Data Corporation, CableLabs, Liberty Global, Adelphia Communications, and Cox Communications.

Professor Rizzuto has extensive media expertise and has been quoted by local, regional and national press, including broadcast news and the New York Times. He is particularly adept at explaining complex financial situations of specific companies to a broader audience.

Dr. Rizzuto holds a BS (finance and marketing), University of Colorado, an MBA (management) and a Ph.D., from New York University.

Mark Snow

Mark Snow
SVP, Consumer Marketing & Insights
CTAM

Mark has been a marketer in the communications and broadband industry for 22 years with experience in marketing strategy, consumer insights, analytics, digital marketing and traditional media marketing. Mark is currently Senior Vice President & General Manager of Consumer Marketing & Insights for CTAM, the Cable Industry’s marketing association. In this role, he leads the MSO Marketing Cooperative, a consortium of the largest cable companies in the United States, Canada, and Europe, with a team focused on consumer marketing, analytics and consumer research. The team leads a number of councils focused on industry best practices and manages the National Mover Marketing Program for its U.S. members.

Prior to CTAM, Mark was VP of Marketing Strategy & Analytics for Swire, a Los Angeles-based boutique advertising agency. Before Swire, Mark was with Cox Communications for eight years, where he held roles of increasing responsibility in marketing. Before joining the Cable Industry, Mark spent seven years in the wireless industry with GTE Wireless, now a part of Verizon.

Mark holds a B.A. degree cum laude in Music History, Theory and Composition from the College of Charleston and an M.B.A. with honors from the Goizueta Business School at Emory University.

Rob Stoddard

Rob Stoddard
SVP, Industry & Association Affairs
NCTA

Rob Stoddard is Senior Vice President, Industry & Association Affairs, for NCTA – The Internet & Television Association. He oversees the association’s public affairs efforts, member relations, industry events, and other special projects. Prior to assuming the Industry & Association Affairs role, Stoddard led NCTA Communications & Public Affairs for 15 years, managing media relations, public affairs, social responsibility initiatives, and promotion and publicity for NCTA events and activities. Before joining NCTA, Stoddard served as chief communications officer for major cable companies, including AT&T Broadband, MediaOne, and Continental Cablevision. He has worked as a press secretary for a U.S. Senator, and journalist for radio stations, trade publications, and a news wire service. Stoddard serves on the boards of the National Press Club Journalism Institute and several cable industry associations. A graduate of The American University in Washington, DC, he is a career-long diversity advocate, PR Week “DC Influencer,” member of the Cable TV Pioneers, and Hall-of-Famer for PR News and the Virginia Cable Telecommunications Association.

Simón Tadeo

Simón Tadeo
Customer Experience Director
Telecom Argentina

Simon Tadeo is the Customer Experience Director at Telecom, the leading telecommunications company in Argentina. Telecom main brands are Personal (Mobile), Fibertel (Broadband), Arnet (ADSL Broadband) and Cablevisión (TV). For corporate customers Telecom main brands are Fibercorp & Telecom Negocios.

Simon began his career at Cablevision in 1998 and has held various positions, including Client Retention Coordinator, Business Analyst, Head of Administration & Control and Sales Integration Manager. In 2008, after the merger between Cablevision and Multicanal, Simon assumed responsibility for the creation and integration of the new business processes.

From November 2009, Simon led the Open Project—a three-year business transformation project that deployed a new CRM, billing system, workforce management, mobile, & BI systems in Cablevisión, Fibertel and Fibercorp. For the next three years, Simon focused on improving customer experience for Cablevisión - Fibertel, fostering Innovation across the company and leading a cross company Project Management Team. From June 2016 until January 2018, Simon was responsible for the leadership of the Sales & Customer Care management teams, which included accountability for sales and churn, contact centers, digital channels, retail stores, business processes and customer insights.

In February 2018, following the merger of Telecom and Cablevision, Simon was appointed the Customer Experience Director of the newly-formed company, Telecom Argentina.

Simon holds a degree in Business Administration from the UCA (University Católica Argentina) and studies in Marketing at UCES (University of Business and Social Sciences).

Maria van Dessel

Maria van Dessel
Senior Fellow
The Cable Center

Maria is a Senior Fellow at The Cable Center and a Research Scholar in the Department of Marketing in the Daniels College of Business at the University of Denver. Dr. van Dessel’s principal research covers the general area of marketing communications with a focus on advertising. Her teaching assignments have included undergraduate and graduate courses in marketing, market research, marketing process and strategy, marketing communications, advertising and advertising management subjects.

She is currently engaged in a number of research and consulting projects involving expert witness research, content analysis of marketing communications in the business-to-business sector, studies in philanthropy and customer experience metrics, along with customer experience management training for the cable industry.

Dr. van Dessel holds a BS (marketing and management), and a Ph.D., both from the Queensland University of Technology, Australia.

Nicole Wininger

Nicole Wininger
Director of Customer Care Operations
Blue Ridge

Nicole Wininger is the Director of Customer Care Operations at Blue Ridge Communications. She is responsible for Blue Ridge’s Contact Center Operations, Work Force Management Operations, Inbound/Outbound Sales & Retention Initiatives, Quality Control, Root Cause Analysis, and employee onboarding/learning & development strategy. Nicole’s passion is developing future leaders within the organization and being involved in projects related to CX Strategy so their team can deliver exceptional experiences.

Nicole attended Lehigh Carbon Community College for Business Administration. She is a Certified Professional Coach (CPC) who is also an Energy Leadership Index Master Practitioner (ELI-MP) through the Institute of Professional Excellence in Coaching (iPEC). Nicole is presently working towards her Lean Six Sigma Master Black Belt Certification through Villanova University. She is also a member of both the New York and Philadelphia WICT chapters.

Nicole holds 17 years experience in the Broadband and Cable/Telecommunications industry, proudly wearing the Blue Ridge Colors, since 2004.