The Cable Show is gearing up for an interesting week in Chicago and the schedule looks like something out of a “Star Wars Trilogy” as the industry moves to distinguish itself as being all about content across many platforms or convergent technology, including IP and Social Network integration. From the Cloud, to IP driven solutions for the TV, to Social Network Apps, the Cable Industry is out to prove TV Everywhere will be just that; everywhere and customer friendly.
AGENDA: A Few Compelling Topics Offered to Attendees
Speakers will be on hand to guide attendees in using intelligence navigation for finding and supporting the ubiquitous amounts of content offered on cable’s lineup. Maybe this will be a serious step into IP driven TV apps and social network integration to not only find and view content but to help it garner a viral audience.
We all know and understand the implications of Mobile on data communications within the industry today. Cable has a unique opportunity to engage this vast audience of mobile users with programming via TV Everywhere that will keep consumers abreast and watching their product. From programming to advertising, mobile will become a unique value-proposition for operators.
Cable Industry back-office IT solutions will become a primary driver for convergent technologies to integrate consumers into a vastly changing landscape of value proposition services. Staffing, training, and CSM software that provide smooth and seamless customer interactions which build on RPS, (Revenue Per Subscriber) will be an essential element of success in industry differentiation.
The future of Cable’s Architecture must be light but agile in an increasingly competitive viewer landscape. That is; it has to look at IP structures to improve speed and experience downstream and upstream, overlaying the HFC infrastructure with IP connectivity, gigabit transmission, and both forward and reverse constraints.
Cable has a unique opportunity to partner in driving Broadband Adoption across America, that is, from a convergent standpoint; relationships can be formed with the Wireless, Mobile, Educational Institutions, Government Entities, and Business Sectors to proliferation broadband to a wider audience than exists today. Forging partnerships that extend Cable’s reach from its traditional wire-line connectivity extends the boundaries of broadband into more customer homes, from retail, to educational, to industry adoption, Cable must move quickly to advantageously present it brand to a wider constituent base.
(CSM), Customer Service Management must be a continuing top agenda for the Cable Industry as a whole. Collaboration with concrete information sharing on best-practices, continued training, and innovative solutions to customer management must remain in the fore-front of (CSR), Customer Service Representative in consumer engagement.
With Cable’s strong agenda of moving quickly into IP Solutions for consumers, the CSR front-line engagement must be flawless and comprehensive in its approach to managing churn and migration due to satisfaction issues. It is a compelling and ambitious agenda, but one that has to coincide with everything the industry wants to accomplish going forward.