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Program

C5 Fall 2017 Meeting

November 8-9, 2017

Atlanta, Georgia

Hosted by

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C5 Fall 2017 Attendees

C5 CO-CHAIRS

Andrés Piderit VP, National Customer Care Rogers Communications

Graham Tutton VP, Customer Insights Comcast Cable

Scott Wise VP, Contact Center Operations Cox Communications

C5 MEMBERS, GUESTS, SPEAKERS

Brian Anderson Principal Designer, User Experience Cox Communications

Wyatt Barnett Snr. Director, Technical Operations NCTA

Frank Benson VP, Strategic Accounts, Telco and Canada Nuance Communications

Brett Beranek Director of Product Strategy Nuance Communications

Mickie Calkins Director, Co-Innovation & Prototyping CableLabs

Chris Callahan Chief Commercial Officer DeviceBits

Jon Coscia VP, Customer Operations Mediacom Communications

Israel Daniels Director, Training Delivery Cox Communications

Rodrigo Duclos Chief Digital Officer Net Serviços Brasil

Suzanne Foy Executive Director, Customer Care Cox Communications

Katherine Gessner Sales & Marketing Director MCTV (Massillon)

John Gibbs SVP, Sales and Business Services Vyve Broadband

Kimberly Gibson Senior Director, Customer Operations Cable ONE

Tom Holzman Snr. Director, User Interface Development Cox Communications

Nate Kinzer Field Operations Analytics Manager MIDCO

Doug Kramon Director, Customer Operations ESPN

Jonathan Leepson VP, Customer Experience Cox Communications

Cory Limbert VP, Customer Experience MIDCO

Diane Magers CEO CXPA

Maureen Moore Chief Customer Experience Officer GCI

Diane Quennoz SVP, Marketing & Customer Experience Vyve Broadband

JC Ramey Chief Executive Officer DeviceBits

Lisa Schwab Program Director, Upramps Fiterator CableLabs

Shellye Sissoko Manager, Employee Experience Cox Communications

Marceline Smith Account Executive for Cox Nuance

Mark Snow SVP, Consumer Marketing & Insights CTAM

Todd Steinemann Snr. Director, User Experience Research + Design Cox Communications

Simón Tadeo VP, Customer Care & Sales Cablevisión Argentina

THE CABLE CENTER TEAM

Diane Christman SVP, Programs & Development The Cable Center (TCC)

Charles Patti Senior Fellow, Cox Chair, & Emeritus Professor TCC & University of Denver

Janice Silver Director, Advancement & Outreach The Cable Center (TCC)

Ron Rizzuto Senior Fellow, R. Rizzuto Chair, & Finance Professor TCC & University of Denver

Maria van Dessel Senior Fellow, Research Scholar, & Adjunct Professor TCC & University of Denver

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bring you the top-line results of our Design Thinking project

on self-service; and Diane Magers, CEO of CXPA, will

deliver our first CE workshop. CXPA generously brings this

workshop to C5 members at no cost, as an in-kind sponsor.

At the same time, we keep grounded in the successful program

elements that have become hallmarks of C5: our now-famous

“Egg-Timer” session; our “Spotlight On” session that features

an in-depth look at one of our MSO members; and, of course,

our tradition of importing new ideas from outside our industry.

At this meeting, we’re delighted to have Doug Kramon from

ESPN as our featured keynote presenter.

Enjoy the two days of C5 and a big thanks to Scott Wise and

the staff at Cox Communications for helping make this C5

meeting happen.

On behalf of The Cable Center and Cox Communications,

welcome to the Fall 2017 Cable Center Customer Care

Committee (C5) meeting, in Atlanta, Georgia.

We’re so pleased that you could join us and we are also

pleased to welcome three new MSO members to C5:

Midco, headquartered in Sioux Falls, South Dakota; MCTV,

headquartered in Massillon, Ohio; and Net Serviços Brasil,

headquartered in São Paulo, Brazil.

Also, please join me in welcoming and thanking Nuance

Communications (and Frank Benson) for their role as the

primary sponsor of C5. Without the generous support of

sponsors, C5 could not continue to exist.

New members, a new sponsor, the largest-ever number of

attending MSOs, and a first-ever CE workshop—these are

good signs of a healthy, vibrant C5 organization.

“New” seems to be a theme of this meeting. Collectively,

Ron, Maria, and I have worked in universities for many

decades—and while universities typically reflect tradition

versus “new”, we are constantly adapting to a dynamic

environment: online learning, declining enrollments, and

rising expenses are just a few of the “new” challenges facing

higher education. But, we live in two worlds—higher

education and the world business through our consulting

practices. We get to see and help address the new challenges

taking place in higher education and in business. We are

primarily interested in the challenges in creating and

delivering excellence in customer experience. And, that’s

exactly what C5 is about: working together to improve the

customer experience environment we face today and to

anticipate customer experience challenges we’ll face in the

future.

During the two days that we have together for this C5

meeting, we will hear from our new sponsor, Nuance; we will

Welcome to C5 Fall 2017 Meeting

C5 Spring 2017 Attendees Message from the Senior Fellows

Primary Sponsors

In-kind Sponsor

C5 is brought to you through the generous support of:

Charles Patti, Ph.D.

Cox Chair and Senior Fellow

Ron Rizzuto, Ph.D.

Senior Fellow

Maria van Dessel, Ph.D.

Senior Fellow

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Breakfast. Cox Communications, 6205 Peachtree Dunwoody Rd, Atlanta, GA

With compliments of our host, Cox Communications

Welcome and Introductions

Charles Patti, Senior Fellow & Cox Chair, The Cable Center Diane Christman, SVP, Programs & Development, The Cable Center Scott Wise, VP, Contact Center Operations, Cox Communications

At our C5 Spring 2017 Meeting we welcomed several MSO guests to learn more about C5. We are pleased to announce that three new MSOs have joined: MCTV, MidCo, and Net Serviços Brasil. Welcome to our new members! We’re also honored by—and much appreciate—the generosity of our host, Cox!

Session 1: Cox Presentation: “Monetizing the Value of NPS”

Jonathan Leepson, VP, Customer Experience, Cox Communications

CE professionals in many industries have adopted NPS as a way of measuring the customer experience. The challenge has been in making connections between this important number and financial value. Value that can help drive business cases to generate profitable change. At Cox, we have studied this for many years. And, we have built models that show these connections and the effect that key operational drivers have on NPS and business value.

Session 2: CE Learning: “The Egg-Timer Method”

Kimberly Gibson, Snr. Director Customer Operations, Cable ONE Diane Quennoz, SVP, Marketing & Customer Experience, Vyve

The Egg-Timer is now a C5 staple at our C5 meetings, involving all member MSOs sharing a recent CE success, challenge, or activity currently underway or planned—all while the clock is running. Good luck to Kimberly and Diane keeping everyone “egg-actly” on time!

Break

Session 3: CE Learning: “The Egg-Timer Method” (continued)

Kimberly and Diane resume the challenge to keep member MSOs on time!

Session 4: Rogers Customer Care Lab. “Bringing the Customer

Closer to Those Who Support the Front Line”

Andrés Piderit, VP, Customer Experience, Cox Communications

Andrés will share how the customer care lab at Rogers is being used as an effective method to increase awareness of the frontline and customer needs with the senior leadership of the company as well as increase the effectiveness of new hire training.

Lunch

With compliments of our host, Cox Communications

Day 1: Morning Schedule

7:30am - 8:30am

8:30am - 9:00am

9:00am - 9:30am

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Session 5: Learning from Our Sponsor. “Impact of Biometrics

on the Customer Experience, Fraud and Operational Expenses”

Frank Benson, VP, Strategic Accounts, Telco and Canada, Nuance Brett Beranek, Director, Product Strategy, Nuance

Biometrics is transforming how enterprises validate customer identifiers and secure transactions. Learn how cable and telecom service providers around the globe have leveraged biometrics to improve the customers experience, reduce fraud losses, and optimize operational expenses.

Session 6: Keynote Presentation: Insights from a Programmer Perspective

"Hearing Our Fans On Their Terms. The ESPN Fan Experience”

Douglas Kramon, Director of Fan Operations/Customer Care, ESPN

Fan Experience is the sum of all interactions between a fan and ESPN, across all platforms,

over time. The fan experience also looks at things entirely from the fan’s point of view; their actions,

goals, questions, and barriers over time. Taken from this perspective, there are many interaction points, or

moments, where fans may be challenged moving forward in their journey. Every touch point is a moment

where ESPN can strengthen our relationship with the fan and our cable streaming partners. Innovation

comes from the fan experience and that conversation is truly a gift! Learn how ESPN Fan Support mines

live contact conversation data, drives affinity analysis, and engages in social media to perform streaming

“tune-in triage” all day, every day—to protect the base, grow the brand, and own the fan!

Break

Session 7: Design Thinking at Cox: “How the Magic Happens”

Todd Steinemann, Snr. Director, User Experience + Product Design, Cox Brian Anderson, Principal Designer, User Experience, Cox

Cox’s DT Team shares how its design thinking efforts are changing the face of

interactions with customers. Research and collaborative design sessions are now

done in the markets, side-by-side with customers in their homes or businesses. In this session, Todd and

Brian describe how Cox has applied Design Thinking to business problems, with a specific example of

building a better wallet.

Cocktail Reception with Cox Execs, Level 17, Cox Enterprises Building (6205-A)

Enjoy cocktails, networking opportunities, and spectacular views of the Atlanta Perimeter!

Free Time - Travel to Restaurant

Pre-dinner Drinks and Dinner McCormick & Schmick’s Seafood & Steaks, Dunwoody

Enjoy the Southern charm and authentic Georgian-style at this unique, award-winning restaurant!

Day 1: Afternoon Schedule

1:00pm - 2:00pm

2:00pm - 3:00pm

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:45

:00

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Breakfast. Cox Communications

With compliments of our host, Cox Communications

Session 8: Spotlight On GCI. “Trailblazing in the Last Frontier”

Maureen Moore, Chief Customer Experience Officer, GCI

Maureen provides a brief history of GCI and the unique opportunities and challenges in providing telecom services in Alaska. It will also include GCI’s current focus on Customer Experience and future plans in Alaska and beyond.

Session 9: CableLabs’ UpRamp Fiterator Program: “Amplifying

Innovation”

Lisa Schwab, Program Director, UpRamp Fiterator Program JC Ramey, CEO, DeviceBits

Lisa gives an overview of the UpRamp platform that connects startups to the CableLabs member eco-system in various ways, highlighting one of their current Fiterator cohort members, DeviceBits, a self-support CX platform.

Break

Session 10: Design Thinking for Cable. “Self-service Solutions for

the Onboarding Process”

Dr. Charles Patti, Cox Chair, & Senior Fellow, The Cable Center Dr. Ron Rizzuto, Senior Fellow, The Cable Center Dr. Maria van Dessel, Senior Fellow, The Cable Center

Over the past few C5 meetings, The Cable Center’s (TCC’s) three Senior Fellows and member MSOs have discussed new research directions to advance CE practice in the cable industry. Self-service was identified as a key strategic focus, and a white paper on the topic was developed and disseminated at the C5 Spring 2017 meeting.

Extending on this preliminary research, TCC’s three Senior Fellows recently completed a design thinking project on self-service solutions in TCC’s new Active Learning Space. Based on feedback from member MSOs and C5 Co-Chairs, the project focused on the onboarding processes, during the first 90-days for new customers and account upgrades and/or changes for existing customers. The results of that project are shared, with details of three self-service solutions for onboarding processes.

Working Lunch—Update from the Cable Center

With compliments of our host, Cox Communications

Diane Christman, SVP Programs & Development, The Cable Center During lunch, Diane provides an update on the latest activities at The Cable Center.

Day 2: Morning Schedule

8:00am - 9:00am

9:00am - 9:45am

9:45am - 10:15am

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Day 2: Afternoon Schedule

Session 11: CE Workshop: Enhancing the Internal Customer Experience.

“Employee Experience and Engagement” Diane Magers, CEO, Customer Experience Professionals Association (CXPA)

With more than 20 years of building and growing customer and employee engagement, Diane leads workshop participants receive hands-on solutions to help employees deliver great experiences by creating great experiences for them. These tools help create and design experiences for employees which can drive positive change to how they deliver experiences to your customers and create internal business value.

Break

Session 12: CE Workshop (continues) Diane Magers, CEO, Customer Experience Professionals Association (CXPA)

Diane continues to explore the link between employee and customer experience by sharing simple and creative ways to engage and enable employees. At the end of the workshop you will understand core concepts and practices needed to partner with your HR team, and know how to craft a strategy to support the employee experience.

Summary and Next Steps

Andrés Piderit, VP, Customer Care, Rogers Communications Graham Tutton, VP, Customer Insights, Comcast Scott Wise, VP, Contact Center Operations, Cox Communications

The Co-Chairs provide a wrap-up of the meeting, along with any relevant comments on “what’s next” for C5 and its members.

Thanks and Close

The Senior Fellows and TCC Senior Executives provide closing comments.

1:00pm - 3:00pm

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4:45pm - 4:55pm

4:55pm - 5:00pm

Primary Sponsors

In-kind Sponsor

C5 is brought to you through the generous support of:

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About C5

: Cable Center Customer Care Committee (C5)

For more than ten years, The Cable Center (TCC) has been at the forefront of the customer experience (CE) movement through the James

M. Cox Endowed Professorship in Customer Experience, the research and seminars of TCC’s Senior Fellows, and the Cable Center

Customer Care Committee (C5). The vision has been consistent: TCC would become the home of thought leadership and research for the

industry customer experience, defining, and developing excellence in customer experience management (CEM).

TCC’s position at the core of the industry’s customer experience evolution began in 2006 with the Cox Endowment to fund an academic

program in customer experience at the University of Denver. Concurrent with TCC’s development of the endowment, the cable marketing

association, CTAM, passed the reins of its Customer Care Committee to TCC in 2007. As the newly formed Cable Center Customer Care

Committee (C5), the invitation-only consortium shifted its focus from conference planning to expanding industry knowledge and facilitating

new approaches to customer care. CE associations and research firms have all documented the CE challenges we face. These are the

challenges that C5 member companies deal with every day. Continuously improving the customer experience, cementing the loyalty of

current customers, and increasing the appeal of cable for a new generation of consumers is a strong competitive advantage. The work of C5

has established a solid foundation for building industry best practices.

C5 members share CE strategies, operations, and leadership to transform how cable operators are perceived. There is no equivalent

organization where business innovators and decision makers can learn and share best practices with customer experience

thought leaders from within and outside the industry.

C5 provides educational, research, and collaborative learning opportunities

to its members, with bi-annual meetings each year. C5 is a small, intimate

group of customer care/customer experience executives who are dedicated

to helping the practice of customer experience management (CEM) in the

cable industry.

C5 meetings are informal and engaging: members openly discuss their

challenges and successes. Members MSOs express the invaluable benefits

gained from getting an inside look at the strategies and tactics used by other

successful operators. C5 members willingly offer support, and collaboration,

exchanging ideas to help advance opportunities, on both personal and

business levels. C5 is interested in diversity of membership from all over the

world so that we can all learn and grow.

Our mission is to help cable operators improve their delivery of customer experience. This mission is achieved by providing thought-

leadership and conducting research addressing key issues identified by our members. Examples of thought leadership and research include

our Call Center Metrics Study (a benchmarking study among MSO members); our examination of the subscription economy, digital

marketing, and self-service; the development of the CE Maturity Curve concept, “Marketing Reflections” (series of short papers on various

aspects of marketing and customer experience), CE Workshops, and our expertise and resources in Design Thinking. We regularly

distribute white papers, published reports, and studies on CE to C5 members.

Dr. Charles Patti, TCC’s Senior Fellow and James M. Cox Endowed Professorship in Customer Experience, leads C5 in conjunction Senior

Fellows Drs. Ron Rizzuto and Maria van Dessel. In addition to developing the meeting agenda, the Senior Fellows drive an ongoing

research agenda that is set by the interests of C5 members. The Committee is supported by three Co-Chairs: Andrés Piderit, at Rogers

Communications, Graham Tutton, at Comcast, and Scott Wise, at Cox Communications. In addition to providing input on program content

for the meetings, the Co-Chairs actively participate in discussions about the future direction and strategies of C5. The Senior Fellows also

offer workshops, seminars, and training in CEM, finance, and design thinking. For more information about C5 contact: c.patti@du.edu.