Program C5 Fall 2018 Meeting

Home , Cable One, EarthLink, Mediacom, Rogers Communications

November 14-15, 2018 Denver, Colorado

Hosted by

Meet Our C5 Co-Chairs

Andrés Piderit Vice President, Customer Service, Planning & Delivery Rogers Communications As Vice-President of Rogers Customer Service, Planning & Delivery, Andrés leads customer care efforts for the consumer segment. He leads 5500 employees and partners in multiple sites coast to coast across Canada, servicing Rogers customers across voice and digitally assisted channels. In his previous role at Rogers, as Vice-President of End-to-End Customer Operations, he led portfolios that simplify complex operating environments, streamline go-to-market activities, billing and payment portfolios, and improve the customer experience. Prior to Rogers, Andrés worked in management consulting, specializing in field operations, performance management and deployment of large billing, CRM and provisioning systems throughout North America and Europe. Andrés is also the founder of a hi-tech venture focused on leveraging 3D gaming technologies to deliver immersive learning experiences to large workforces.

Graham Tutton Vice President, NPS Operations Comcast Corporation Graham leads Comcast’s NPS Operations team providing the organization detailed intelligence and priorities for enhancement to the Comcast Customer Experience. Graham and his team leverage customer, operational, market, and financial data to provide comprehensive insights to current performance, customer expectations, and factors affecting loyalty and operational efficiencies.

Prior to joining Comcast, Graham successfully managed and advised domestic and international organizations to revenue producing, customer-centric units through strategic marketing and service leadership solutions in his almost 20 years of experience.

Scott Wise Vice President, Contact Center Operations Cox Communications Scott is responsible for leading Cox's customer care organization. He provides vision, direction, and strategy for the company's traditional customer-serving infrastructure as well as emerging self-service customer tools. Scott possesses a valuable tandem of leadership and operational experience that is an outstanding addition to the Cox customer care operation. His knowledge of call center operations and his experience in supporting current and emerging communications and entertainment services are exactly what is needed to continue the Cox tradition of customer service excellence.

Prior to joining Cox, Scott served as Vice President of Resource Planning for EARTHLINK where he oversaw the operational functions of the customer service operation. Previously, he served as Senior Director of Call Center Operations for Sprint PCS.

C5 Contacts

C5 CO-CHAIRS

Andrés Piderit VP, Customer Service, Planning & Delivery Rogers Communications Graham Tutton VP, NPS Operations Comcast Cable Scott Wise VP, Contact Center Operations Cox Communications

C5 CO-CHAIR ELECT

Simón Tadeo Director, Customer Experience Telecom Argentina

C5 MEMBERS Mickie Calkins Director, Co-Innovation CableLabs Jon Coscia VP, Customer Operations Mediacom Communications Anne Cowan Chief Communications Officer CTAM Tapan Dandnaik SVP, Customer Service & Financial Operations Mediacom Communications John Del Viscio Director, Operations Blue Ridge Communications Rodrigo Duclos Chief Digital Officer Net Serviços Brasil Scott Fairchild VP, Client Experience Spectrum Enterprise Suzanne Foy Executive Director, Customer Care Cox Communications Katherine Gessner VP, Strategic Planning & Policy MCTV (Massillon) Kimberly Gibson Senior Director, Customer Operations Cable ONE John Gibbs SVP, Sales and Business Services Vyve Broadband Gibbs Jones ARCpoint Labs Honorary Member Tom Karinshak SVP, Customer Experience Comcast Cable Cory Limberg VP, Customer Experience MIDCO Zhen (Ray) Lei Vice General Manager Shenzhen Topway Melanie Longdon VP, Customer Experience Operations Liberty Global Ann Montgomery Director, Customer Care Liberty Global Maureen Moore Chief Customer Experience Officer GCI Diane Quennoz SVP, Marketing and Customer Experience Vyve Broadband Mark Snow VP & General Manager, Direct Marketing CTAM Rob Stoddard SVP, Communications & Public Affairs NCTA

THE CABLE CENTER LEADERSHIP TEAM

Jana Henthorn President & CEO The Cable Center (TCC) Diane Christman SVP, Programs & Development The Cable Center (TCC) Charles Patti Senior Fellow, Cox Chair & Emeritus Professor TCC & University of Denver 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

C5 Co-Chairs: Cable Andrés Piderit Center Graham Tutton ustomer Scott Wise C TCC Lead: Centric Charles Patti Consortium 3

C5 Fall 2018 Attendees

C5 CO-CHAIRS, CO-CHAIR ELECT Andrés Piderit VP, Customer Service, Planning & Delivery Rogers Communications Scott Wise VP, Contact Center Operations Cox Communications Simón Tadeo Director, Customer Experience Telecom Argentina

C5 SPONSOR, PROSPECTIVE SPONSOR Todd Barber Executive Sales Director CallMiner Ryan Carrigan Senior Solutions Architect CallMiner Brian McIlhenny Head, Sales & Client Engagement/Americas eClerx Kevin Zehnder Head, CE Solutions & Consulting eClerx

C5 MEMBERS, GUESTS, SPEAKERS Sean Albertson Senior Director, Client Loyalty Charles Schwab Wyatt Barnett Senior Director, Industry & Association Affairs NCTA Bianca Bickley VP, Financial Consultant, Lone Tree Branch Charles Schwab Mickie Calkins Director, Co-Innovation CableLabs Jon Coscia VP, Customer Operations Mediacom Communications Anne Cowan Chief Communications Officer CTAM Brad Cravens Director, Client Loyalty Consulting Charles Schwab John Del Viscio Director, Operations Blue Ridge Communications Rodrigo Duclos Chief Digital Officer Net Serviços Brasil Scott Fairchild VP, Client Experience Spectrum Enterprise Suzanne Foy Executive Director, Customer Care Cox Communications Katherine Gessner VP, Strategic Planning & Policy MCTV (Massillon) Christopher Gowins Assistant Customer Service Manager MCTV (Massillon) Tom Green Chief Product Officer Averon Steve Hartley Professor and Co-Chair, Dept of Marketing University of Denver Ted Hodgins Sr. Director, Customer Experience Comcast Yansheng Hu General Support Room Manager, Marketing Mgmnt G-Cable Zhen (Ray) Lei Vice General Manager Shenzhen Topway Li Li President, Supply Chain Management Dept. G-Cable Cory Limberg VP, Customer Experience Midco Jacob Malone Lead Strategist CableLabs Ann Montgomery Director, Customer Care Liberty Global Maureen Moore Chief Customer Experience Officer GCI Sanjay Patel Principal Strategist CableLabs Diane Quennoz SVP, Marketing and Customer Experience Vyve Broadband Cole Schofield Head, Customer Experience Gusto Amanda Schotzko Senior Net Promoter Program Manager Midco Lisa Schwab Director, UpRamp Program & Marketing CableLabs Janice Silver Director, Programs & Marketing The Cable Center Rama Sreenivasan Chief Executive Officer Blitzz Brian Thibault Chief Technology Officer DeviceBits Jianxun Wang Deputy GM, Technology Planning Construction G-Cable Kelly Westgard Translator/Chief Operating Officer, CEMMP University of Denver Kyle Westgard Translator/Senior Advisor, Chinese Markets Westgard Consulting Nicole Wininger Director, Learning and Development Blue Ridge Communications

THE CABLE CENTER LEADERSHIP TEAM Diane Christman SVP, Programs & Development The Cable Center (TCC) Charles Patti Senior Fellow, Cox Chair & Emeritus Professor TCC & University of Denver 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 4

MessageC5 Spring from 2017 the SeniorAttendees Fellows

Welcome to C5 Fall 2018 Meeting

Change is in the air: leaves are changing color and there’s a learned from the outside (guest speakers and research nip in the air. Change is pretty much the theme of our C5 Fall presentations). With our Fall 2018 meeting, we continue on 2018 meeting too. We have a new name (Cable Center that path, listening and engaging with new ideas and ways to Customer Centric Consortium), two new members (Blue produce a better customer experience, which in turn, makes Ridge and Topway), a new sponsor (CallMiner), a new our companies stronger for employees, shareholders, and the prospective sponsor, eClerx, and a new prospective member, communities we serve. Yes, we’re seeing some changes in C5, Guangdong Cable Network (G-Cable). We have some new but the core of what we do so well remains unchanged: that’s faces: Amanda Schotzko from MIDCO, who replaces Nate your engagement and passion for our industry and for customer Kinzer; Ted Hodgins from Comcast, standing in for our Co- experience. Chair, Graham Tutton; Christopher Gowins from MCTV; and Wyatt Barnett, who joins us for the second time The Cable Center, the Senior Fellows, and your C5 Co-Chairs (previously at the Fall 2017 Meeting at Cox Communications are delighted to bring you the Fall 2018 C5 meeting and we ask in Atlanta), on behalf our friend and long-time NCTA you to join us in shaping the future of your C5. representative, Rob Stoddard. Graham and Rob send their deepest regrets that they are unable to join us at this meeting. Senior Fellows, The Cable Center

Thank you for joining us in Denver to welcome these new C5ers.

But, “new” is just a part of our Fall meeting. All of the favorites continue on, like… Charles Patti, Ph.D. • Egg-timer: Now a central feature of C5, all MSO Cox Chair and members will share their latest CE initiatives. Senior Fellow • MSO Spotlight: Spectrum Enterprise/Charter (Scott Fairchild) • Guest speaker (not one, but two this time—Charles Schwab and Gusto) Ron Rizzuto, Ph.D. But, wait, there’s more, including: Senior Fellow • Improving CX Through Measurement. (Chuck Patti and Steve Hartley, Co-Chair of the Marketing Department at the University of Denver) • Association update (and this time, we’re including NCTA, CTAM, and CableLabs) • New Technology for CX (special UpRamp session Maria van Dessel, Ph.D. featuring MCTV and DeviceBits, Averon, and Blitzz) Senior Fellow • Update and new directions for our Call Center Metrics Study. C5 is brought to you through the generous

For many years, C5 has been—and continues to be—the support of our sponsors: leader in CX thought and practice for our industry. We’ve learned from the inside (Egg-Timer, special sessions by our MSO members, and our call center metrics studies) and we’ve

DAY 1: MORNING SCHEDULE

8:00am - 9:00am Breakfast. The Cable Center, 2000 Buchtel Blvd, Denver, CO With compliments of our host, The Cable Center

9:00am - 9:15am Opening Remarks, Welcome, and Introductions Charles Patti, Senior Fellow & Cox Chair, The Cable Center Jana Henthorn, President & CEO, The Cable Center Diane Christman, SVP, Programs & Development, The Cable Center

At our C5 Fall 2018 Meeting we are delighted to welcome two newly-minted MSO members Blue Ridge Communications and Shenzhen Topway. We are also grateful for the support of CallMiner, our Dinner Sponsor for the Fall 2018 Meeting, and welcome a new prospective sponsor, eClerx, as our guest. As we continue to look for new MSO members to expand our international footprint, we have three guests from G-Cable, another large cable operator in China. And, we have some new faces representing our member MSOs. A warm welcome to you all! Finally, a big thanks to our friends at The Cable Center. We much appreciate all their work in hosting the C5 meeting for the second time in 2018! 9:15am - 10:15am Session 1: “Egg-Timer” Learning from the Inside Rodrigo Duclos, Chief Digital Officer, Net Serviços Brasil Cory Limberg, VP, Customer Experience, Midco In the spirit of learning from each other, Rodrigo and Cory engage each of our member

MSOs to share a recent CX success, challenge, or activity that is currently underway or

planned—all while the clock is running. During the Egg-Timer we hear from: John Del Viscio (Blue Ridge Communication), Ted Hodgins (Comcast), Scott Wise and/or Suzanne Foy (Cox Communications), Maureen Moore (GCI), Ann Montgomery (Liberty), Jon Coscia (Mediacom), Andrés Piderit (Rogers Communications), Simón Tadeo (Telecom Argentina- formerly Cablevision AR), Ray Lei (Topway), Diane Quennoz (Vyve), and of course our Egg- Timer Co-Chairs, Rodrigo Duclos (Net Serviços Brasil), and Cory Limberg (Midco).

:15 Break

Session 2: “Egg-Timer” Learning from the Inside (continued) Rodrigo Duclos, Chief Digital Officer, Net Serviços Brasil Cory Limberg, VP, Customer Experience, Midco Rodrigo and Cory keep things cooking and the challenge of keeping everyone on time!

Lunch and Photo Time! With compliments of our host, The Cable Center. Don’t miss our traditional group photo during the break!

Thanks to Our Sponsors

DAY 1: AFTERNOON SCHEDULE

1:00pm - 2:00pm Session 3: “Spotlight On…Spectrum Enterprise” Scott Fairchild, VP, Client Experience, Spectrum Enterprise

“A Deep Dive into Experience Design at Spectrum Enterprise” Scott provides an overview on how Spectrum Enterprise approaches customer experience. As the enterprise arm of Charter Communications, MSO—Spectrum serves many of America's largest businesses and communications service providers. Scott takes a deep dive into his Experience Design team’s approach to experience development (for new services) and experience improvement, and how they work as part of Spectrum’s larger CX team. A detailed walk-through of case studies demonstrates how this approach has been used for a new product launch and optimizing Spectrum’s IVR.

2:00pm - 3:00pm Session 4: Learning from the Literature Charles Patti, Senior Fellow & Cox Chair, The Cable Center Steve Hartley, Professor and Co-Chair, Marketing Dept., DU “Improving CX Through Measurement” Chuck and Steve present the findings of their extensive review and analysis of the CX measurement literature, providing C5ers with new ways to link customer journey mapping to CX measurement and increasing the opportunities for CX improvements and financial outcomes.

:00 Break

3:15pm - 4:45pm Session 5: Learning from Outside the Industry - Part 1 Sean Albertson, Snr Managing Director, Client Loyalty, Charles Schwab Bianca Bickley, VP, Financial Consultant, Charles Schwab Brad Cravens, Managing Director, Client Loyalty, Charles Schwab “Charles Schwab – Client Loyalty Transformation Driving Real Results” Learn how Charles Schwab continues to lead the financial services industry in client experience. Seven years after their public recognition of NPS turn around, Schwab continues to drive their client experience to higher levels by embracing new measurement strategies, deeper analytics, and best-in class business practices.

Cocktail Reception Todd Barber, Executive Sales Director, CallMiner Below the backdrop of legendary, Cable Hall of Fame honorees, enjoy cocktails and networking opportunities in majestic Daniels Great Hall, hosted by The Cable Center. Todd Barber provides commentary about our Dinner Sponsor, CallMiner.

:00 Free Time - Travel to Restaurant (Del Frisco’s Grille Cherry Creek)

:45 Pre-dinner Drinks and Dinner Special Guest: Don Richards, CFP®, Owner/Advisor, The Richards Financial Group Before dinner, DU alum and financial advisor, Don Richards, shares his knowledge on the state of the current financial climate, along with his insights on how these financial conditions may affect the business environment. Fun activities precede a fabulous three-course dinner at

one of Denver's best steakhouses! 7

Notes

DAY 2: MORNING SCHEDULE

Breakfast: Non-legacy members With compliments of our host, The Cable Center.

8:00am - 9:30am Session 6: CLOSED SESSION FOR LEGACY MSO MEMBERS Charles Patti, Cox Chair & Senior Fellow Diane Christman, SVP, Programs & Development Ron Rizzuto, Senior Fellow Maria van Dessel, Senior Fellow “C5: Direction for Tomorrow”

Over breakfast, TCC Leadership and the C5 Co-Chairs lead the discussion with legacy MSO members on our future direction, including an overview of our vision. Legacy members—Cable ONE, Comcast, Cox, Mediacom, Liberty, Rogers, Telecom AR (formerly Cablevision AR)—have the opportunity to engage in discussions about where the Consortium is headed. 9:30am - 10:00am Session 7: “C5: Direction for Tomorrow” All Members The outcomes of the discussion with the Legacy MSO members are shared with all C5 members.

: Break

10:15am - 11:15am Session 8: Learning from Outside the Industry - Part 2 Cole Schofield, Head, Customer Experience, Gusto “Mapping Customer Journey with Purpose”

Not all stages of the customer journey are the same. We explore which experiences are

most salient for the customer and how to act on those moments. Focused efforts within the customer journey are the difference between satisfying your customers and earning enduring loyalty (buy more, stay longer, refer others).

Session 9: Association Updates Wyatt Barnett, Senior Director, Industry & Association Affairs, NCTA Mickie Calkins, Director, Co-Innovation, CableLabs Anne Cowan, Chief Communications Officer, CTAM This session features all three of our association members: CableLabs, CTAM, and the NCTA. On behalf of Rob Stoddard, Wyatt takes over the reins to bring us the NCTA update. In addition to briefing us on the latest regulatory/ legislative changes, Wyatt shares details about Beyond, an advocacy and brand awareness campaign conducted by NCTA. Anne explains the progress made by CTAM on its Industry Positioning project (first presented by Mark Snow at the C5 Fall 2016 meeting in Montreal), which has similar goals to NCTA’s Beyond initiative, but utilizes different strategies. Mickie’s update on CableLabs highlights two projects with downstream CX impact—one project made public the previous day—delivering hot-off-the-press information to members! Lunch With compliments of our host, The Cable Center.

DAY 2: AFTERNOON SCHEDULE

1:15pm - 2:45pm Session 10: Discussion on Benchmark Metrics Research Charles Patti, Cox Chair & Senior Fellow Ron Rizzuto, Senior Fellow Maria van Dessel, Senior Fellow “Call Center Metrics Study: Where to From Here” The Senior Fellows present the data from the planning survey conducted

on the benchmarks/metrics research and facilitate a discussion on the

future direction of this research. Topics for discussion include: • levels of interest to continue the benchmarks study • understanding the value to C5 members • determining other ways the study can be utilized to heighten its value • expansion of study to include additional metrics, such as retail and digital

Jacob Malone, Lead Strategist, CableLabs

Sanjay Patel, Principal Strategist, CableLabs “CableLabs: Proposal for Data Collection Project” In this session, Jacob and Sanjay, propose alternative data collection possibilities to help inform future planning of technological developments.

2:45pm - 4:15pm Session 11: New Technology Solutions from UpRamp Lisa Schwab, Program Marketing Director, Upramp, CableLabs Now in its third year, Lisa shares the successes, learnings, and future of the UpRamp Fiterator program.

Katherine Gessner, VP, Strategic Planning & Policy, MCTV

Brian Thibault, CTO, DeviceBits “DeviceBits: Customer Service Platform MCTV Case Study” Brian and Katherine share their perspectives on the implementation of the DeviceBits customer service platform at MCTV. Tom Green, Chief Product Officer, Averon “A New Era of Trust Online”

Averon developed a platform enabling customers to instantly authenticate their identity - allowing for quick, seamless logins and increased security. Averon is in the process of customizing their solution for the cable industry, with the goal of making the home the safest place to use the internet. Rama Sreenivasan, CEO, Blitzz “Collaborative Tools for Field Technicians, Customer Service, and Users” Blitzz created a platform that allows service techs, customer service teams, and users to collaborate. While working in the cable industry, Blitzz has discovered a number of use cases that increase internal operational efficiency and drastically reduces truck roles.

4:15pm - 4:30pm Wrap Up and Close The C5 Leadership team makes closing remarks.

Notes

Sponsor Spotlight: CallMiner

Todd Barber Executive Sales Director

Todd, Executive Sales Director at CallMiner, has held sales, marketing, and leadership positions in his 25+ years in telecommunications and technology, in both Fortune 1000 companies, and in start-ups. An adept strategist with keen market sense and proven ability to close multi- million dollar opportunities, Todd has a demonstrated history of delivering and sustaining revenue and profit gains within highly competitive markets and is able to eliminate obstacles through creative and adaptive approaches. He has resolved complex problems, opened new markets, and achieved record sales, which include: running a $100M P&L; managing a team of 60; growing revenue 60% and improving customer satisfaction 11%; building a $30M business from $0 in three years, initially selling, then managing a team, then managing managers; taking a pre-revenue start-up to over $2M in bookings and negotiated five major contracts, in less than two years; hand-building two distinct teams in another start-up: one delivered half of the company’s $15M revenues in less than 18 months and another delivered 20% of the company’s $45M revenues in two years.

Todd has been responsible for managing accounts with: Alcatel Lucent, AT&T, Bell, Cellular South, Ericsson, France Telecom/Orange, Leap/Cricket, MetroPCS, Nokia Siemens Networks, Rogers, Sprint, Telefonica, TMO-US, USCellular, Verizon, Vodafone, and others. He has a BS in Electrical Engineering from Rochester Institute of Technology and an MBA in Marketing, Finance, and Entrepreneurship from the University of Rochester.

Ryan Carrigan Senior Solutions Architect

Ryan is Solutions Architect at CallMiner helping organizations understand how to leverage the voice of the customer to improve their business through use of CallMiner’s cloud-based interaction omni channel analytics solution. Prior to Ryan joining CallMiner, he was a customer. In his role at Suddenlink he lead the Customer Insight Team under the Customer Experience organization lead by former C5 Co-Chair, Gibbs Jones, where he leveraged the CallMiner platform to automate the call quality process and evaluate the ever changing customer experience.

www.callminer.com

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based voice-of-the-customer analytics solution automatically analyzes contacts across all communication channels: calls, chat, email, and social. CallMiner offers both real-time monitoring and post-call analytics, delivering actionable insights to contact center staff, business analysts, and executives. The results include improved agent performance, sales, operational efficiency, customer experience, and regulatory compliance. With over 10 years of industry leadership and over two billion hours of conversations analyzed, CallMiner serves some of the world’s largest call centers, delivering highly effective, usable, and scalable speech analytics solutions. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report, “Forrester New WaveTM: AI-Fueled Speech Analytics Solutions, Q2 2018.” 12

Speaker Spotlight: Charles Schwab

Sean Albertson Senior Director, Client Loyalty

Sean Albertson is the Senior Managing Director of the Charles Schwab Client Loyalty team. As a key leader within the Analytics & Business Insights department, Sean and his team provide deep analysis and business recommendations to partners within the Banking, Investor Services, Advisor Services and Digital Support departments. In addition to traditional survey research, Sean drives journey analytics and research strategies across all Schwab’s client touch points, focusing on increasing client loyalty. Sean has directed VOC, Client Experience, Client Service, and Retention divisions within the financial services, cable, and Internet industries. Prior to joining Schwab, Sean had an extensive career in the cable and telecommunications industry. He worked as the Director of Customer Journey and Analytics for WOW!, the Director of Performance and Technology at WildBlue Communications/ViaSat, and as Call Center Manager for T-Mobile. Sean holds a B.B.A. in Management/Marketing from Baylor University, and Master of Science in Finance from the University of Colorado Denver.

Bianca Bickley VP, Financial Consultant

Bianca is a Financial Consultant in the Lone Tree branch of Charles Schwab. As a Certified Financial Planner®, she is passionate about helping clients plan for their futures while providing customized investment advice. Bianca partners with clients to understand where their money is invested and why, how investments are performing, and how much it costs, enabling clients take ownership of their financial goals. Bianca is from Gilbert, AZ and graduated with a BA in Political Science from Arizona State University.

Brad Cravens Managing Director, Client Loyalty Consultancy

Brad Cravens is the Managing Director of the Charles Schwab Client Loyalty Consulting team. Brad’s team provides deep analytics and insights specific to client feedback that is collected across all of Schwab’s client touchpoints and major business units, and the analytics and insights are used to drive enhancements to Schwab’s products, services, and improvements to the overall client experience. Prior to his current role, Brad led client experience, voice of client, and retention efforts across Schwab.

www.schwab.com

Charles Schwab was built around a simple idea: put the client first. Lots of companies say that, but we work to keep clients at the heart of everything we do by offering a better, more modern way to build and manage wealth. Putting clients at the heart of the experience has enabled Schwab to create products, services, and platforms that have shaped the industry and helped clients meet their financial goals. 13

Speaker Spotlight: Gusto

Cole Schofield Head of Customer Experience

Cole’s passion is in creating refreshingly delightful service experiences for customers. He is Head of Customer Experience at Gusto, a company that provides payroll, benefits, and HR to modern companies. In this role, Cole is responsible for blending innovative tools and talented people to make traditionally complex activities feel easy for small/medium business operators. He empowers the Customer Care, Fulfillment, Risk/Compliance, and Learning & Development teams. He’s based in Denver and has been with Gusto since March, 2017.

Prior to Gusto, Cole spent 12 years with Charles Schwab as V.P. of Client Service & Support. He helped create a culture of industry- leading investor satisfaction while leading the Active Trader, High Net Worth, Options, Escalations, and Customer Care teams among others. He also served as SROP (Senior Registered Options Principal) for the firm and led the CX integration efforts for acquisitions and key product launches. Cole has also led CX functions at Merrill Lynch, Virgin Mobile, Sony, and ICT Group. He has a B.A. from University of Colorado and an MBA from WP Carey School of Business at Arizona State University.

www.gusto.com

Gusto’s mission is to create a world where work empowers a better life. By making the most complicated business tasks simple and personal, Gusto is reimagining payroll, benefits, and HR for modern companies. Gusto serves over 60,000 companies nationwide and has offices in San Francisco and Denver. Gusto is solving some of the biggest challenges that businesses face by making complicated tasks simple and personal. Through one refreshingly easy, integrated platform, Gusto automates and simplifies payroll, benefits, and HR, all while providing expert support. You and your employees will get the peace of mind you need to do your best work.

Launched in 2012 as ZenPayroll, Gusto serves more than 60,000 businesses nationwide. Each year, Gusto processes tens of billions of dollars of payroll and provide employee benefits—like health insurance and 401(k) accounts—while helping companies create great places to work.

Speaker Spotlight: Richards Financial

Don Richards, CFP® Owner/Advisor, The Richards Financial Group

Don is the founder of The Richards Financial Group, Inc., which, with affiliated firms Vantage Financial Group, Inc., AssuredPartners, Inc. and The Benefit Team, LLC serve businesses and individuals. The companies provide employee and executive benefits, insurance programs, succession arrangements and retirement plans to businesses, and provide private wealth management and an array of personal investment and insurance services to individuals. Prior to founding The Richards Financial Group in 1984, Don was a construction engineer on the Trans-Alaska Pipeline, in the oil business in Wyoming and in the building of large-scale cement plants throughout the United States. Don is a native of Texas but has called Colorado home since 1970. He earned his BS in Civil Engineering from the University of Colorado at in 1978, his MBA in Finance from the University of Denver in 1983, and CFP® Practitioner designation in 1989. Don is a frequent speaker at various events and programs within the Denver business, civic, and academic communities. He is involved in numerous community and professional organizations and has served on the boards and advisory councils of several charitable foundations: • Advisory Council – Wellspring Community (2016-2018) • Delegate - Colorado Experience (2011, 2012, 2014, 2015, 2016, 2017, 2018) • American Enterprise Institute Leadership Network (2014-2018) • Delegate - Leadership Exchange (2009, 2010, 2011, 2012, 2013, 2014, 2015, • Board of Directors - Denver Center Players (1985-1986) 2016, 2018) • Board of Directors - Denver Metro Chamber of Commerce (2008-2011) • Distinguished Alumni Award - Reiman School of Finance (2013) • Board of Directors - Junior Achievement of Metro Denver (1981-1982) • Institute for Enterprise Ethics (2017-2018) • Board of Directors - Young Americans Education Foundation (1987-1996) • Leadership Council - Clinica Tepeyac (2016-2017) • Chamber Champion - Denver Metro Chamber of Commerce (1992, 2000, • Leadership Denver (2007) 2003, 2007) • Leadership Program of the Rockies (2011) • Chamber Orientations Presenter (1985-2016) • Legacy Denver (2012) • Colorado Farm Bureau (2017-2018) • LPR School of Persuasion (2012) • Daniels Scholars Mentor - Daniels Fund (2010-2011) • Outstanding Alumnus of the Year - Daniels College of Business (2015) • David E. Bailey Small-Business Advocate - Denver Metro Chamber of • Robert Blankenship Heart Award - Denver Metro Chamber of Commerce Commerce (2008) (2014) • Dean’s Society Steering Committee - Daniels College of Business, • Speakers Connection - Daniels College of Business (2013-2018) University of Denver (2011-2018) • Western Stock Show Association (2018)

www.richardsfinancialgroup.com Delivering clarity and confidence in a complex financial world, The Richards Financial Group, Inc. and its market partners (Cetera Advisor Networks, LLC, Vantage Financial Group, LLC, AssuredPartners, Inc., and The Benefit Team, LLC) provide a wide range of financial consulting and brokerage services to businesses and business owners. Innovative solutions, exceptional service, and clear communications are the hallmarks of Richards Financials' commitment to its clients.

For employers, Richards Financial and its market partners provide: For individuals and families, they provide: • Group health, disability, life and dental insurance • Private wealth management • 401(k) and other employer-sponsored retirement plans • Personal retirement plans • Executive compensation plans • Estate planning • Business ownership and succession plans • Personal life and disability insurance • Other employee benefit programs • Personal lines insurance • Compliance and human resources support • Commercial insurance programs 15

Speaker Spotlight: Spectrum Enterprise

Scott Fairchild VP, Client Experience

Scott Fairchild is VP, Client Experience, for Spectrum Enterprise. In his current role, Scott leads a team that works across the Spectrum Enterprise organization to support delivery of a premier client experience. The team gathers client feedback, then facilitates changes to the business that are designed with a client-centered mindset. His team also designs, develops, and supports Spectrum Enterprise portals, using continuous client feedback to shape the online experience. Scott’s career has spanned nearly 25 years in cable - leading teams in product development, strategy, marketing, and customer experience.

www.spectrum.com

Spectrum Enterprise, a division of Charter Communications, is a national provider of scalable, fiber-based technology solutions serving many of America's largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes Internet access, Ethernet access and networks, Voice and TV solutions extending to Managed IT solutions, including Application, Cloud Infrastructure, and Managed Hosting Services offered by its affiliate, Navisite. Spectrum’s industry-leading team of experts works closely with clients to achieve greater business success by providing these right-fit solutions designed to meet evolving needs. “Spectrum Enterprise is helping enterprises to transition from today’s static network services to dynamic network services that offer enterprises the visibility and control to meet their changing needs in the digital economy,” said Satya Parimi, Group Vice President, Data Products, Spectrum Enterprise. “Enterprises can now better manage their network environment by setting application-specific policies which can drive near real-time changes to the network to meet their performance expectations.” Spectrum provides flexible solutions for greater business success. Today’s enterprise infrastructure is the cornerstone of progress. Partnering with Spectrum Enterprise provides the foundation to open opportunity, drive innovation and deliver exceptional experiences.

Speaker Spotlight: University of Denver

Steve Hartley, Ph.D. Professor and Co-Chair, Department of Marketing Steven Hartley is a professor of marketing at the Daniels College of Business. He has performed extensive research and written numerous articles that have garnered awards that include: first place, Top Ten Sales Articles of the 20th Century: American Marketing Association, Sales Management Interest Group finalist (2002); American Marketing Association, 1990 O’Dell Award—given to authors of the JMR article with the most significant impact on the discipline during the past five years; the Best Article of the Year Award (1986) by the Academy of Marketing Science; the Faculty Research Award (1987) for the College of Business Administration from the University of Denver, presented to the faculty member who has demonstrated the highest level of sustained quality research activity.

Steve was an American Marketing Association Doctoral Consortium Fellow and won the Dean’s Prize for Applied Research, University of Minnesota, School of Management in 1980. When working with the media, Hartley can address marketing from both an academic and industry perspective. He can discuss marketing and strategic resources, business-to-business advertising, promotions and advertising, product development, consumer marketing and trends.

Dr. Hartley holds a BME in Mechanical Engineering, an MBA, and Ph.D. in Marketing, from the University of Minnesota.

www.du.edu

Located where the Great Plains meet the Rocky Mountains, the University of Denver (DU) embody the spirit of exploration and discovery that defines our region and our history. DU is a private institution built on exploration through research and collaboration among educators, students, and local and global communities. With nationally recognized academic programs, a history of widespread influence, a forward- looking vision for a 21st century education and a deep commitment to promoting inclusion, DU opens a world of opportunity to students and empower Pioneers to make a difference around the world. Both DU and Denver rose out of the Colorado frontier and have developed in tandem ever since. DU was founded in 1864 as the Colorado Seminary, only six years after the founding of Denver City in what was then the Colorado Territory. As Denver grew from a gold rush boom town with a population of around 3,000 into one of the largest and most cosmopolitan cities of the interior West, DU also evolved from its roots as a Methodist seminary into a global intellectual center in a city on the rise. The University’s first female and African American graduates earned their degrees in 1886 and 1900, respectively. DU established one of the first business schools in the country, as well as the first school of social work between the Mississippi and the West Coast. Football teams from the NFL and the AFL played each other for the first time on our campus. During the 1960s, Martin Luther King Jr. visited and the University became a center of protest for the region. As DU entered the 21st century, the campus was modernized, along with a renewed commitment to academic excellence and inclusion. Students and faculty continue to drive development, and DU looks forward to the next 150 years as it enhances its status as one of Denver’s defining institutions and an internationally known, student-centered research university. DU’s student-to-faculty ratio is 11:1, with an average class size of 21 students, allowing learning to be based around conversation and multiple perspectives. Over 200 degree programs provide students the flexibility to find a course of study that will excite and engage them throughout their college careers. And 70 percent of undergraduates study internationally at some point in their DU careers, returning to campus with a wealth of perspectives that help them become global leaders in the public, private and nonprofit sectors. Students take part in small, focused classes, where understanding is improved through conversations that draw from the vast range of experiences and perspectives of its diverse community. Learning here goes far beyond the lecture hall. DU create opportunities for research, scholarship, performance and engagement. DU students collaborate with peers and faculty across disciplines and explore the subjects that move them. Students develop important skills, find meaning and fuel their passions through exploration and collaboration with peers and faculty across disciplines. No matter their passion, DU students find ways to deepen their education and make the world a better place. 17

Speaker Spotlight: CTAM

Anne Cowan Chief Communications Officer

Anne has a wide array of leadership responsibilities, playing a key role in executing CTAM’s mission to deliver best-in-class consumer experiences through collaboration. Specifically, Anne co-leads MSOs and content providers in extensive Mover Communications and TV Everywhere initiatives, oversees the biannual TV critics tours of the industry’s finest original content, guides all CTAM PR and member marketing efforts, and serves as strategic advisor to the CEO, Vicki Lins.

Throughout her more than 20 years in the industry, Anne has remained deeply committed to aligning communications and marketing for greater impact and a stronger collective voice in the marketplace. Her most recent efforts in this area include developing and securing commitments from CTAM leadership to implement a long-term plan to shift consumer perceptions of the industry.

Anne joined CTAM in 1999, after a decade as an executive with a D.C.-based communications agency and eight years as a professor of acting. She holds a B.A. and M.A. from Indiana University.

www.ctam.com

CTAM unites leaders in media, entertainment, and technology to enrich consumers' lives with exciting experiences, from what they watch to how they communicate, to the way they live and work. Member companies drive collaborative marketing and communications initiatives so they can achieve greater success by working together, and ultimately better serve the millions of people they engage every day. CTAM provides a proven framework that fuels knowledge sharing, innovation, and inspiration -- creating value by aligning members to solve challenges, adjust to industry dynamics, and adapt to new consumer behaviors.

Speaker Spotlight: NCTA

Wyatt Barnett Senior Director, Industry and Association Affairs

Wyatt Barnett is Senior Director, Industry and Association Affairs at NCTA. He is responsible for directing technology in NCTA’s Innovation Center – a high-profile space in Washington, D.C. where we tell policymakers how our industry connects Americans and empowers the future. Previously, Wyatt served in a variety of roles over 16 years in NCTA’s Information Technology shop including network, database, and application development responsibilities.

Wyatt resides in Washington, D.C. with his wife and daughter and graduated Tulane University with a BA in History.

www.ncta.com

The National Cable & Telecommunications Association (NCTA), formerly the National Cable Television Association, is the principal trade association for the U.S. cable industry, representing cable operators that deliver advanced digital services to consumers and businesses throughout urban and rural America, and more than 200 cable program networks that produce TV’s most creative and popular shows. The U.S. cable industry is the largest provider of high-speed Internet access, serving more than 59 million customers, after investing $245 billion since 1996 to build robust fiber optic networks that reach 93 percent of American homes. The cable industry supports 2.7 million American jobs and there are at least 300 cable employees in every congressional district. The NCTA represents more than 90% of the U.S. cable market, more than 200 cable program networks, and equipment suppliers and providers of other services to the cable industry. Officially founded in 1952, NCTA's primary mission is to provide its members with a strong national presence by providing a single, unified voice on issues affecting the cable and telecommunications industry. From its inception, NCTA has promoted the growth of the cable industry while managing the industry’s regulatory and legislative priorities. NCTA represents innovators and creators – an industry building the world’s most powerful technology platform and creating exciting content and services that entertain, inform and inspire consumers every day. Just as technology is transforming media and connectivity is unleashing entertainment, NCTA must adapt to reflect the vibrancy, diversity and spirit of our members.

Speaker Spotlight: CableLabs

Mickie Calkins Director, Co-Innovation Currently working as the Director of Co-Innovation & Prototyping for CableLabs, Mickie Calkins 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 three 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. Most recently, she has agreed to be 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.

Jacob Malone, Ph.D. Lead Strategist Jacob is a Lead Strategist on the Technology Strategy team at CableLabs. With a background in applied microeconomics and industrial organization, Jacob’s main focus area is empirical analyses of subscriber demand that enable cable operators to make data-driven product and network strategy decisions.

Jacob holds a Bachelor of Arts, a Master of Arts, and PhD in economics, all from the University of Georgia and has been published in peer- reviewed journals such as Telecommunications Policy.

Sanjay Patel Principal Strategist Sanjay Patel is a Principal Strategist at CableLabs, a non-profit research and development lab funded by the global cable industry. As a senior member of the Technology Strategy team, he partners with the organization’s innovation and R&D groups on technical, competitive and economic analyses. His areas of focus include Wireless (5G, fixed wireless substitution, new spectrum opportunities, MVNO business models and economics,) and Fixed Broadband (bandwidth demand growth forecasts, and Video OTT services, IP video migration). Sanjay also works closely with Kyrio, CableLabs’ for-profit subsidiary, to help form the overall strategic direction for its suite of testing, security and online services. Before joining CableLabs in 2014, Sanjay led product and strategy for Comcast’s wholesale services business unit. Prior to that, he held several roles in finance, product, strategy and corporate development for Level 3 Communications. In addition, Sanjay has worked as a Certified Public Accountant. Sanjay holds a Bachelor of Science degree in Finance and an MBA from the Kellogg School at Northwestern University. 20

Speaker Spotlight: UpRamp Tech Solutions

Katherine Gessner VP, Strategic Planning & Policy Katherine Gessner is the Vice President of Strategic Planning and Policy for MCTV. She is responsible for implementation of the company’s strategic plan and works closely with all aspects of the company’s operations. Prior to her current role, Katherine served as MCTV’s Sales & Marketing Director. She is the granddaughter of MCTV founders, Richard and Susan Gessner, and the third generation to work at the family- owned company. Katherine holds a BA from Marietta College (OH) and an MBA from the Daniels College of Business, University of Denver.

Tom Green Chief Product Officer, Averon Tom has a strong FinTech background, having served as a senior analyst at Capital One as well as VP at Lending Club where he managed their Small Business group. Tom also has extensive experience at Bain & Company, is a graduate of Harvard Business School, and earned a degree in Biological Sciences from the University of Oxford.

Brian Thibault CTO, DeviceBits Brian is the Chief Technology Officer at DeviceBits. He is an entrepreneur and has leadership experience in several internet-based businesses in the domains of eCommerce, lead generation, and software.

Lisa Schwab Program Director, UpRamp Fiterator Lisa is fully immersed in the Denver and Boulder startup scene, co-founding the women’s adventure platform Bold Betties, and is a graduate of the Boomtown Accelerator and the Innovation Pavilion TRIP program. She mentors several startups and runs the UpRamp Fiterator program at CableLabs, connecting startups with the global cable-broadband-wireless industry.

Rama Sreenivasan CEO, Blitzz Rama is a daredevil, a people person, and a scientist (UMD, MIT, Applied Materials) all rolled into one. Although he loves getting technical, Rama's real passion lies in empathizing with the customer and finding ways to solve their problems. Nothing brings him more joy than getting his hands dirty to solve anyone’s pain point. 21

Speaker Spotlight: Senior Fellows

Charles Patti, Ph.D. James Cox Chair in Customer Experience & Senior Fellow The Cable Center Charles Patti has deep experience in academic and business worlds, including serving as the department and school head, director of executive MBA programs, associate dean, acting dean, and chair of committees at university, college, school, and department levels as well as international collaborations. Dr. Patti has extensive experience in working with large international companies to create business-academic relationships, particularly around global education. Among his consulting clients in this arena have been Otis Elevator, Siemens, and Texas Instruments. His scholarship includes publications in international journals, proceedings, books, case studies, book chapters, book reviews, and industry/consulting reports. Topics focus on marketing management, customer experience, marketing communications, and learning and teaching issues. 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, Ph.D. Senior Fellow, The Cable Center, and Ron Rizzuto Chair for Excellence in International Executive Education, University of Denver Ron Rizzuto 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 for his service to the cable industry. He is an Honorary Lifetime member of 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 and the College of Business’s Cecil Puckett Teaching Award. Consulting clients include: KPMG, Price Waterhouse Coopers, Time Warner Cable, First Data Corporation, CableLabs, Liberty Global, Adelphia Communications, and Cox Communications. Dr. Rizzuto holds a BS (finance and marketing), University of Colorado, an MBA (management) and a Ph.D., from New York University.

Maria van Dessel, Ph.D. Senior Fellow, The Cable Center, and Adjunct Professor, University College, University of Denver Maria van Dessel is an adjunct professor and Research Scholar at the University of Denver. Her principal teaching and research cover the general area of marketing communications, advertising, marketing, market research, direct marketing, and customer experience management. Her most recent publications involved a content analysis of advertising objectives and results in the Journal of Marketing Communications (2015) and a study on the use of creativity in B2B in the Industrial Marketing Management (2016). Dr. van Dessel is currently engaged in a number of research and consulting projects involving expert witness research, corporate philanthropy, self-service, call center metrics, design thinking strategy, and advancing customer experience in the cable industry. Dr. van Dessel holds a BS (marketing and management) and a Ph.D., both from the Queensland University of Technology, Australia. 22

New Member Spotlight: ShenZhenTopway

Zehn (Ray) Lei Chief Technology Officer Zehn Lei, known as Ray, is the CTO at Shenzhen Topway Network Engineering. He is primarily responsible for the R&D of O&M tools, and the introduction of new technologies. Mr. Lie has seven years of work experience in this position.

www.topwaysz.com/en/home.php

Shenzhen Topway, founded in 1995, is a regional MSO operator listed on the Shenzhen Stock Exchange. It is responsible for the construction, operation and maintenance of the cable TV network in the Shenzhen area, providing cable TV viewing services, TV value- added services and Internet access services, gradually formed a cultural industry development model that mainly transmits video information and conducts online multi-functional services, and penetrates into the upstream and downstream of the industrial chain and multi-services. Being a customer-focused company, Topway has gradually gained a strong foothold in the world as a company excels in quality, service and innovation. Topway has been well received in the global market, with clients including renowned names like GE, Emerson, Toshiba, etc.

At present, the company has more than 3 million video subscribers and more than 900,000 broadband subscribers. On the foundation of up -linking live channels, specialty programming and overseas networks, the company has all the benefits of a mainstream platform for live TV broadcasts. The digital TV platform is used to bring entertainment, home theater, TV education and many other applications online. Moreover, Topway has introduced more high-quality VR video content to the platform, which greatly enriched the content of digital TV.

The whole plant has realized the upgrade and modification to DOCSIS 3.0. Some networks are FTTH access modes and have provided users with a minimum of 100 Mbps access bandwidth service. The company independent research and development of radio and television business operation support system, network quality management system, user behavior and perceived intelligent analysis system relying on more than 20 years of operation and maintenance experience are becoming hot projects in the cable TV industry at home and abroad. Topway has always been at the forefront of cable operators. At present, the company will continue to carry out management work around the idea of “integrated development, transformation and upgrading”, continue to meet user needs and enhance user experience, and actively develop customer gathering business, build Topway big data platform project, “Weishi Cloud” platform project, launch China the first cross-border shopping application–“TV Overseas Shopping” based on cable TV network, actively promoted the related work of “VR+ Radio and television” and constantly explored new operating modes under the new situation.

The development of Topway has also been recognized by the society. In recent years, it has won many honors, including: “National Cultural System Reform Outstanding Enterprise”, “China's Best Business Hall”, “Shenzhen Cultural and Creative Industry Base”, and “The title of “National High-tech Enterprise” has also won many honorary titles such as the “Science and Technology Innovation Award” of the State Administration of Radio, Film and Television, the “Youth Civilization” of the Communist Youth League and the “Shenzhen Civilization Demonstration Window”. 23

New Member Spotlight: Blue Ridge

John Del Viscio Director, Operations John Del Viscio is the Director of Operations at Blue Ridge. He has over 22 years of leadership experience at Fortune 500 companies in all areas of business operations especially, sales, customer fulfillment, service delivery, call center operations and talent management. John holds a Bachelor of Science in Finance from the Philadelphia University.

Nicole Wininger Director, Learning and Development Nicole Wininger is the Director of Learning & Development at Blue Ridge. She is responsible for driving excellence in execution of critical projects that support development of new innovative solutions that impact the customer and employee experience. Nicole has an executive background in Customer Service, Training & Coaching, Sales/Retention, Project Management, and Leadership Development. She is deeply dedicated to improving company culture through developing our internal talent to optimize our end results. One of her favorite projects that she leads is Blue Ridge’s Passion Project that is focused on mapping out our customer journey to identify areas for future growth. Nicole holds a Diploma in Business Administration, and is CPC & ELI-MP Certified through the Institute of Professional Excellence in Coaching. She is proud to be a part of the Blue Ridge Family and a 14-year veteran in the communications industry, wearing the Blue Ridge Colors, since 2004.

www.brctv.com Blue Ridge Communications is the 17th largest cable provider in the United States., serving over 170,000 homes As a regional provider, Blue Ridge offers cable television, Internet and voice over IP services in one state (Pennsylvania) and in 168 zip codes, serveing much of the Poconos area and central Pennsylvania in the United States with products that include analog and digital cable television, HD television programming, PenTeleData Broadband Internet service, and Blue Ridge digital phone service. Blue Ridge began as Pencor Services—an acronym for Pennsylvania ENtertainment COmmunications and Recreations—in 1950, by the engineer Claude E. Reinhard who had the idea to make the TV reception clearer in the Bue Mountains of Palmerton area, Pennsylvania. In 1955, Pencor bought the Palmerton Telephone Company from PP&L and further expanded by purchasing the Blue Ridge Telephone Company in 1956. In 1971, Pencor Services Inc. changed the name of the cable TV division to Blue Ridge Cable Television, Inc. to reflect their expanding service territory, including the Poconos and Panther Valley areas, and then to Blue Ridge Communications in 1999. Since 1981, Blue Ridge has offered such programs as WTBS, MTV, USA, ESPN to provide its customers with many different types of programs, including local programming on its own local origination station, TV-13. Developed in 1988, Blue Ridge Communications TV- 13 centers on local news, sports and local happenings within the viewing area. Likewise, Blue Ridge Communications Cable 11 serves customers in the Ephrata and Northern Lancaster area. Cable 11 coverage includes CNN Headline News Local Edition, local sports and special events. In 1994, ProLog was founded to keep up with the new technological advances. ProLog, which is now called High Speed Internet, is a service of PenTeleData, which is limited partnership with Blue Ridge Communications and other regional cable companies. Pencor Services, Inc. is the managing partner and both companies provide Internet service to local customers. Today, Pencor/Blue Ridge Communications is active in the communities it serves. Its involvement extends to the local chapters of the American Red Cross, American Cancer Society, Dream Come True, Easter Seals, Big Brother- Big Sisters, Palmerton Hospital and Operation Christmas Child. 24

Meet Our New MSO Representatives

Christopher Gowins Assistant Customer Service Manager, MCTV Christopher Gowins is the Assistant Customer Service Manager at MCTV and has worked at MCTV (formerly Massillon, Ohio) for 15 years. Christopher joined Massillon in 2004 as a Customer Service and Technical Support Representative, after graduating from the Pittsburg Technical Institute. In 2009 he was promoted to Call Center Lead and Assistant Floor Manager in 2012. Christopher wears many hats, which includes management of call center reps for MCTV and its call center support vendor, he was responsible for changes to the billing system throughout MCTV’s two divisions of Massillon and Wooster, conducting performance reviews and call center metrics. Christopher holds an Associate’s degree in Network and System Administration from the Pittsburg Technical Institute and has recently completed a Bachelor’s degree in Technical Management with a focus in Human Resource Management through DeVry University.

Ted Hodgins Senior Director, Customer Experience, Comcast Ted Hodgins is the Sr. Director, Customer Experience at Comcast. Ted is a problem solver who can see the whole picture - from the business need, the business impact and the customer experience. All need to be in proper balance and alignment. He has extensive experience with video; including P&L management, marketing, operations, product strategy, pricing, new product development and new product trials. He is engaged with customers daily and is passionate about the customer experience. Ted leads a team that is focused on Root Cause Analysis. The team follows customer journeys when things go wrong and identifies opportunities how Comcast can improve policies, process, products and tools to improve the customer experience and the employee experience. He is a 28-year cable veteran; 10 years in Northern Virginia at Media General Cable and Cox Communications and 18 years with Comcast in system, divisional and corporate roles.

Amanda Schotzko Senior Net Promotor Program Manager, Midco

Amanda Schotzko joined Midco in 2014 and currently serves as Senior Net Promoter Program Manager. She and her team are leading the efforts to bring the voice of the customer and voice of employees into every conversation at Midco. Her passion has always been in helping people and delivering an unforgettable customer experience. Prior to joining Midco, Amanda held the position as Director of Operations at NutraClick, a direct to consumer health, wellness, and beauty products company, and was responsible for performance and productivity metrics, capacity staff planning, budget forecasting, as well as day to day operations. Amanda also serves as Programming Chair—North on the Board of Directors for WICT (Women in Cable Telecommunications). 25

Prospective New Sponsor: eClerx

Kevin Zehnder Head, Customer Experience Solutions & Consulting

Kevin Zehnder is Head of Customer Experience Solutions and Consulting. He leads Account Management, Customer Experience Analysis and Consulting Solutions for the Customer Operations business unit. With over 25 years of experience in Customer Service and Sales, he is an industry leader in aligning Customer Experience through quality process design, customer survey methodology, closed loop feedback. As a practice, Kevin has designed automation using Speech Analytics to drive improvements to both cost of service and customer satisfaction. Prior to joining eClerx, Kevin spent twelve years managing customer experience delivery for major outsource partners and has worked with industry leaders in NPS that include USAA, Amazon, Verizon, and T-Mobile.

Brian McIlhenny

Head, Sales & Client Engagement/Americas

Brian McIlhenny is Head of Sales & Client Engagement/Americas for eClerx Customer Operations. He leads the business development team, local marketing direction of the Customer Operations business unit and client engagement related to our USA call center operations. Brian joined the organization in August of 2017. He brings over 25 years of global sales, marketing & executive leadership experience to the company.

Prior to joining eClerx, Brian spent the majority of his career working with & transforming the some of the largest business process organizations in the world. Brian has developed customer experience practices, rebranded organizations & built out global sales/support teams, most recently as part of the Executive Team and Senior Vice President of Global Sales at EGS (Expert Global Solutions).

www.eclerx.com

eClerx help businesses work smarter, not harder. The company is the leader in innovative business process management, change management, data-driven insights, and advanced analytics powered by subject matter experts and smart innovation. Clients benefit from our operational and domain expertise that helps them improve operational efficiency, productivity, efficiency, speed, and quality in the dynamic, ever-evolving markets served. The industries served by eClerx include: financial services, cable and telecommunications, retail, fashion, media and entertainment, manufacturing, travel and leisure, software and high-tech. eClerx’s customizable services and solutions optimize the way companies conduct business by streamlining processes and improving business performance—while helping companies keep costs in-line with their budget. eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. By creating solutions and services that utilize a blend of technology and domain knowledge, eClerx support clients’ evolving needs. Its suite of offerings enhances the customer experience by providing quality monitoring/insights, advanced analytics, automation, superior technical operations support and digital care services. eClerx assists companies in developing, implementing and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience. 26

Prospective New Member: G-Cable

Li Li President, Supply Chain Management

Li Li is a Senior Engineer and President of Supply Chain Management at Guangdong Cable Network (G-Cable). He has more than 20 years in HFC network operations and maintenance.

Yansheng Hu General Support Room Manager, Marketing Management

Yansheng Hu is the General Support Room Manager for the Marketing Management Department at G-Cable. He is responsible for revenue, budget, and operation analysis, with eight years of experience in this position.

Jianxun Wang Deputy General Manager, Technology Planning Construction

Jianxun Wang is the Deputy General Manager for the Technology Planning Construction Department at G-Cable. He is responsible for technical planning and technical management, with 18 years of experience in this position.

www.gcable.com.cn

Guangdong Broadcasting and Television Network or Guangdong Cable Network (G-Cable) is a provincial-level, large-scale, state-owned, cultural enterprise established in June 2010. GCable is a cable company in Guangdong province (excluding Shenzhen) of southern China. It is a comprehensive intelligent information and media service provider that focuses on video transmission and features cultural services, covering data transmission, content integration, intelligent connectivity, and public information services. G-Cable is responsible for the unified planning, construction, operation and management of the province's network, mainly radio and television program transmission and Internet multi-functional services, oriented to full-service integrated operators and information service providers transformation. At present, the company has jurisdiction over Guangdong Cable Radio and Television Network Co., Ltd., 19 prefecture branch offices and 25 county (city, district) branches. The network covers the whole province, with more than 13 million users and more than 9,100 employees. The total assets reached more than 15 billion yuan. Since its establishment, the company's revenue, profit, and number of users have maintained a mandatory growth. Key indicators such as high-definition interactive penetration rate and broadband penetration rate have continued to lead the industry. The national radio and television network has a stable, first-party membership. Guangdong Cable Radio and Television Network’s income is nearly 5 billion yuan, the high-definition two-way set-top box reaches 5 million units, and the broadband effective users are 3 million. 27

Don’t MissResources These Resources

About C5

: Cable Center Customer Centric Consortium (C5)

For more than ten years, The Cable Center (TCC) has been at the forefront of the customer experience (CX) 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 Centric Consortium (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 (CXM).

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. CX associations and research firms have all documented the CX 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 CX 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 (CXM) 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 CX Maturity Curve concept, “Marketing Reflections” (series of short papers on various aspects of marketing and customer experience), CX Workshops, and our expertise and resources in Design Thinking. We regularly distribute white papers, published reports, and studies on CX to C5 members.

Dr. Charles Patti, TCC’s Senior Fellow and James M. Cox Endowed Professorship in Customer Experience, leads C5 in conjunction with 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 Consortium 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 CXM, finance, and design thinking. For more information about C5 contact: [email protected].

About The Cable Center

www.cablecenter.org

Cable tells the great stories of life...we tell the great story of Cable. Established in 1985, The Cable Center plays an integral role in the cable industry. The Center's resources and information document cable's rich heritage. Programs at The Cable Center support and fuel the ongoing impact of the industry's historic innovations and influence. The Center uniquely tells the story of the cable industry and highlights the significant contributions made to technology, society and culture. The Cable Center is headquartered in Denver, Colorado, but our presence extends around the globe wherever cable professionals work and wherever customers live. The Center's industry-wide mission and scope of service serves everyone involved in cable's sphere - operators, programmers, vendors, suppliers, professionals, nonprofit industry organizations, academics, the press, and the public. Our unique historical resources are a living and enduring testament to the entrepreneurial spirit of cable's founders and also to the innovative culture the industry inspires on a daily basis. The Center's programs help current professionals excel in their roles, provide accurate information to the press, educate academics about industry accomplishments and keep the story alive for future generations. Our seminal customer care programs provide a dynamic contribution to the industry's collective efforts to improve customer satisfaction. The Cable Center is the nonprofit educational arm of the cable industry, dedicated to: • Preserving and celebrating cable’s enduring contributions to society • Building bridges between cable and higher education • Bring together industry participants to share ways we can better serve our customers.

The Cable Center is home to the Cable Hall of Fame, recognizing individuals for their outstanding contributions to the industry, and of the Barco Library, the world’s largest collection of cable and telecommunications resources. The Cable Center focuses on five core areas: The Cable Hall of Fame, The Cable History Project, Cable Today & Tomorrow, Academic Community Programs and Customer Experience Central. At The Cable Center, we are devoted to being the definitive resource and archivist for the cable industry’s past, present and future. To fulfill that mission, it is crucial we foster and maintain a strong relationship with the academic community. We are associated with a dedicated group of academics who recognize the cable industry’s impact and role in television and telecommunications. They understand the industry is rapidly changing and morphing into an integrated communications business.

The Cable Hall of Fame is the media industry's best networking event, honoring those who have made a lasting contribution to the advancement of the media industry. Since 1998, 121 men and women have been inducted. Cable Hall of Fame inductees are chosen by their peers based on their leadership, innovation and contributions to the industry and their influence upon the people, communities, organizations, and institutions served by telecommunications. Induction into the Cable Hall of Fame is one of the industry’s most exclusive and highest honors.

C5 Fall 2018 Meeting

November 14-15, 2018 The Cable Center, Denver, Colorado

Cable Center Customer Centric Consortium (C5) The Cable Center, 2000 Buchtel Boulevard, Denver, CO 80210 Phone: 720-502-7500 www.cablecenter.org E-mail: [email protected]

Special Thanks to Our Sponsor