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Customer experience

The cable industry’s energy challenge and what we can do about it

Last April, SCTE-ISBE hooked up with Comcast and Liberty Global to set-up a contest aiming to address the ‘elephant in the room’, energy consumption in broadband and especially in Hybrid Fibre Cable (HFC) networks. The contest was set to collect... Continue Reading →

Top 10 frequently asked questions about implementing DOCSIS within Hospitality Industry

I spend a lot of time talking to integrators and hotel owners discussing the subject of utilising their existing coax cabling. To many this is a totally new concept, that coax can be more than just delivering TV pictures, but... Continue Reading →

Use of Net Promoter Score® in the cable television industry – placebo, off-label or remedy

Many cable television executives have embraced NPS, but how many have thoroughly read the original research paper [1] authored by Reichheld? How many know that the research paper says: ‘Although the “would recommend” question generally proved to be the most... Continue Reading →

Churn: What can be done before revenues are impaired?

Many organisations have optimised their processes in an effort to find new customers. But as markets reach a mature state, customer retention becomes a pivotal strategic challenge for such organisations.  Churn is commonly defined as the actions whereby customers discard... Continue Reading →

High-speed Internet and premium video experiences everywhere?

As we know, the need for bandwidth is ever growing. Also the consumption of online video content increases rapidly. Following these facts, the pipe to the building has grown quickly from 1Mbps to over 100+ Mbps for the standard subscriber.... Continue Reading →

Greetings from ANGA COM 2015, the leading cable show for broadband operators and content providers in Europe!

This year, ANGA COM gathered together around 450 companies from 35 countries covering such key topics of the industry as TV everywhere, video-on-demand, multiscreen, cloud TV, all-over-IP, broadband expansion, FTTH, DOCSIS 3.1, Ultra HD, DVB-T2, connected home, RDK, Wi-Fi, CCAP,... Continue Reading →

Reaching the customer – on a journey beyond the customer life cycle

What could be more important to our business than improving sales and customer relationships? In order to keep and get customers, we need to understand how and in which situations we contact our customers, how the customers’ experience of us... Continue Reading →

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