C5 Fall 2017 Meeting, Atlanta 8-9 November, 2017

Meeting Summary C5 : Cable Center Customer Care Committee

Over view

The C5 Fall 2017 Meeting “how many.” Based on your was generously hosted by feedback, the content of this Cox Communications, in meeting was helpful, Atlanta, GA. Thanks to C5 stimulating, and encouraged members, the Cox team, our us to think in new ways. sponsor (Nuance), our Our goal is to maintain the featured guests (ESPN, intimacy of our C5 group Simón Tadeo, Andrés Piderit, Frank Benson, CableLabs/DeviceBits, and while adding new Cox Communications Headquarters Suzanne Foy, Graham Tutton, Chuck Patti, Atlanta, GA Scott Wise (left to right) CXPA), along with everyone perspectives. else…we had our largest C5 meetings happen. We love meeting ever. There were We are fortunate to have doing it because we can see ten MSOs represented and three excellent Co-Chairs: how much everyone is 36 registrants. Andrés Piderit, Rogers; benefitting—in hard CX Graham Tutton, Comcast; substance and in creating We loved the and Scott Wise, Cox. Among new friendships and energy in the the many things our Co- reconnecting with long-time room—and Chairs do for C5, they play a friends and colleagues. we hope to key role in helping shape grow C5 a bit the meeting agenda. We look forward to pushing more—but C5 to its next stage of C5 has never Ron, Maria, and I have the development. been about pleasure of helping make C5

Our New Members and Sponsors

We welcomed three new C5 We welcomed Frank And, we were so pleased members at this meeting: Benson, Brett Beranek, that Diane Magers, CEO of • Katherine Gessner, and Marceline Smith and the Customer Experience MCTV the Nuance support team Professionals Association as our new C5 sponsor. (CXPA), joined us and • Nate Kinzer and Cory Nuance’s sponsorship is a delivered her workshop in Limbert, MIDCO big help in continuing to Customer Engagement. • Rodrigo Duclos, Net make C5 the event it has Servicos Brasil become. Diane Magers with Chuck Patti Page 2 Meeting Summary

Meeting Highlights

Over our heard from Lisa Schwab enthusiasm of our two- (CableLabs) about the association members we UpRamp/Fiterator program, (Mickie Calkins, CableLabs, had nine highlighting Device Bits Mark Snow, CTAM, and content (JC Ramsey), a company in Wayne Barnett, NCTA), sessions, the Fiterator program that and other guests (Chris covering a has an innovative product Callahan, DeviceBits, and variety of that offers a useful solution the many staff members CX topics— for the cable industry. from various departments from Brian Anderson and Todd within Cox). to monetize CX Steinemann explained the measurement, by Jonathan UX Center for Excellence at Our first-night dinner at Leepson, to discussions of Cox and the various design McCormick & Schmick’s Our first-night dinner at new and challenging CX thinking projects to improve launched a new C5 dinner McCormick & Schmick’s launched contest—the “most fun a new C5 dinner contest—the initiatives by Andrés the customer experience, table.” This year’s winner “most fun table.” Plan to pick Piderit, to Kimberly and we learned about GCI is debatable due to a lack of your table partners soon! Gibson’s “Egg-Timer” and Alaska from Maureen contributors: Jon Coscia, Moore. Plus, Ron, Maria, contest rules, but you can Rodrigo Duclos, Suzanne and I shared the early bet we’ll have those rules Foy, Katherine Gessner, results of the self-service in place by our spring 2018 Nate Kinzer, Simón Tadeo, project we conducted via meeting. Plan to pick your and Graham Tutton. design thinking table partners soon! Our Insights and answers from methodology. Also, Janice Trivia Contest was once outside the industry were Silver (The Cable Center) again hotly contested. shared by guest brought us up to date on Maureen Moore had the presentations from our The Cable Center Hall of early lead but eventually featured speaker (Doug Fame, the Community of lost out to Kathy Freeman Kramon of ESPN) and Innovators program, and and Janice Silver. Janice Frank Benson, Brett other activities of The Cable went on to win the tie- Graham Tutton, Simón Tadeo, Mark Snow, Beranek, and Marceline Center. And, we much breaker! Kimberly Gibson, Katherine Gessner, Jon Coscia (left to right) Smith (Nuance). We also appreciated the input and

Fo llo w-on From Meeting

Be sure to stay tuned for continuing to explore • We have requested the further updates by way of the feasibility of holding slides from the C5 your in-box. Over the next the meeting in Alaska in meeting presenters and few weeks, we will be back the spring. we’ll have those placed in touch about: in the C5 DropBox by • We progressed the NDA December 15. • The venue and dates for in separate meetings the C5 spring 2018 while we were in • The paper that details meeting will be decided Atlanta and hope to our “Design Thinking Brian Anderson, Katherine Gessner, Ron by the end of December. have that important Rizzuto, Maureen Moore, Andrés Piderit, for Self-Service” project Janice Silver (left to right) GCI has offered to host document in place by will be put in the C5 our meeting, and we are year end. DropBox next month. 8-9 November, 2017 Page 3

Customer Experience Resources

Check out these resources 1) MR—001, “The 4) MR—004, “Defining coming to the C5 DropBox: Business of Building Customer Experience: Medieval Cathedrals: The F.A.C.T. Idea” • “Measuring NPS: The Lessons for Today’s Definitive Guide to 5) MR—005, “From Marketers” Concept to CustomerGauge, 2017. 2) MR—002, “The Implementation: Subscription/ A Path to Success” • “The New Science of Membership Economy: Customer Emotions,” 6) MR—006, “When Too Comments on Emotion (slide deck), based on Much Is Too Little: vs. Rationality in the Harvard Business Call Centers Hang Up Connecting with Review article by Scott On the Call for a Customers” Magids, Alan Zorfas, Marketing Adage” and Daniel Leemon, 3) MR—003, “Creating (forthcoming). November 2015. Brand Value through Len Barlik, Executive VP & COO, Cox Communications • “Marketing Reflections” pieces (short essays on various aspects of CX Management (CEM) and marketing) authored Maturity Curve” by Chuck Patti: Page 4 Meeting Summary

Activities of Senior Fellows

A few other things TCC’s Chuck and Steve Hartley Ron and Chuck delivered Senior Fellows are up to: (Chair of the Marketing presentations to CableLabs Department at DU) have interns (summer 2017). We conducted a design been collecting data from thinking project for which they will produce a Chuck presented the top- WorkLife Project, a not-for- paper that evaluates all line results of the “Design profit in Denver, developing known measures of CX. Thinking for Self-Service” solutions for a major project to the Board of The problem (identifying In his role as the Ron Cable Center (fall 2017). alternative transportation Rizzuto Endowed Chair, Ron solutions for their clients). will work with MSOs in Chuck and Maria have China from November 24 articles appearing in Ron just finished his fall until December 3. His current editions of two 2017 term teaching at DU objectives for this trip are: leading marketing journals. where he has been teaching, 1) Debrief the 2017 Chinese If you want a copy of either “Strategic Finance.” In this Executive Media or both of the articles, just team-taught class, the topics Management Program drop us an email: covered are: mergers & (CEMMP) http://  “Advertising to acquisitions, corporate news.du.edu/members-of- Businesses: Does Creativity restructuring, and financial chinas-media-come-to-du/; Matter?,” (C. H. Patti, D. distress/turnarounds. 2) Plan the 2018 program; Baack, R. Wilson, and Maria just finished her fall 3) Visit various Chinese M. van Dessel), Industrial 2017 term teaching at DU media organizations to Marketing Management, where she has been learn more about the media Spring 2017. teaching a graduate-level and telecommunications  “Improving Integrated brand management course, landscape in China, and host Marketing Communications delivered via hybrid mode. a reunion for alumni of Practices: A Comparison of previous CEMMP programs. The Marketing Department Objectives and Results,” in the Daniel’s College of Ron and Chuck delivered a (C. H. Patti, S. Hartley, C5 : Cable Center Customer Care Committee Business at DU requested presentation, “Financial M. van Dessel, and D.

The Cable Center, that Chuck teach a course Aspects of CX,” to the Baack), Journal of Marketing 2000 Buchtel Boulevard Communications, Spring Denver, CO 80210 on Design Thinking for CX UpRamp/Fiterator 2017. Phone: 720-212-6971 during the spring interterm companies sponsored by www.cablecenter.org E-mail: [email protected] (March 2018). CableLabs (fall 2017).

Special thanks to our sponsor, Nuance Communications! We’re on the Web! C5 relies on the generous support of sponsors to fund its efforts and without www.cablecenter.org/programs/customer-experience-c5.html this financial support, C5 could not continue to exist. Thanks to our Co-Chair, Andre s Piderit, Nuance Communications was identified as potential sponsor, following the C5 is proudly brought to you by: innovative solutions being trialed at Roger’s Communications to improve customer experience. At the Fall 2017 meeting, C5 and The Cable Center welcomed Frank Benson, VP, Strategic Accounts, Telco and Canada, Brett Beranek, Director, Product Strategy, and Marceline Smith, Account Executive for Cox, as our new Gold Sponsor! As a presenting sponsor, Frank and Brett shared the work they having been doing at Rogers. Nuance is reinventing the relationship between people and technology. Nuance’s innovations in voice, natural language understanding, reasoning and systems integration come together to create more human technology.