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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MessageC5 Spring from 2017 the SeniorAttendees Fellows

Welcome to C5 Fall 2017 Meeting

On behalf of The Cable Center and Cox Communications, bring you the top-line results of our Design Thinking project welcome to the Fall 2017 Cable Center Customer Care on self-service; and Diane Magers, CEO of CXPA, will Committee (C5) meeting, in Atlanta, Georgia. deliver our first CE workshop. CXPA generously brings this workshop to C5 members at no cost, as an in-kind sponsor. We’re so pleased that you could join us and we are also pleased to welcome three new MSO members to C5: At the same time, we keep grounded in the successful program Midco, headquartered in Sioux Falls, South Dakota; MCTV, elements that have become hallmarks of C5: our now-famous headquartered in Massillon, Ohio; and Net Serviços Brasil, “Egg-Timer” session; our “Spotlight On” session that features headquartered in São Paulo, Brazil. an in-depth look at one of our MSO members; and, of course, our tradition of importing new ideas from outside our industry. Also, please join me in welcoming and thanking Nuance At this meeting, we’re delighted to have Doug Kramon from Communications (and Frank Benson) for their role as the ESPN as our featured keynote presenter. primary sponsor of C5. Without the generous support of sponsors, C5 could not continue to exist. Enjoy the two days of C5 and a big thanks to Scott Wise and the staff at Cox Communications for helping make this C5 New members, a new sponsor, the largest-ever number of meeting happen. 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 Charles Patti, Ph.D. Ron Rizzuto, Ph.D. Maria van Dessel, Ph.D. higher education. But, we live in two worlds—higher Cox Chair and Senior Fellow Senior Fellow Senior Fellow 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 C5 is brought to you through the generous support of: primarily interested in the challenges in creating and delivering excellence in customer experience. And, that’s Primary Sponsors 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. In-kind Sponsor

During the two days that we have together for this C5 meeting, we will hear from our new sponsor, Nuance; we will

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Day 1: Morning Schedule

7:30am - 8:30am Breakfast. Cox Communications, 6205 Peachtree Dunwoody Rd, Atlanta, GA With compliments of our host, Cox Communications

8:30am - 9:00am 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!

9:00am - 9:30am 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

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Day 1: Afternoon Schedule

1:00pm - 2:00pm 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.

2:00pm - 3:00pm 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!

:00 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.

:45 Cocktail Reception with Cox Execs, Level 17, Cox Enterprises Building (6205-A) Enjoy cocktails, networking opportunities, and spectacular views of the Atlanta Perimeter!

:00 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!

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Day 2: Morning Schedule

8:00am - 9:00am Breakfast. Cox Communications With compliments of our host, Cox Communications

9:00am - 9:45am 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.

9:45am - 10:15am 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.

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Day 2: Afternoon Schedule

1:00pm - 3:00pm 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.

:00 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.

4:45pm - 4:55pm 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.

4:55pm - 5:00pm Thanks and Close The Senior Fellows and TCC Senior Executives provide closing comments.

C5 is brought to you through the generous support of:

Primary Sponsors

In-kind Sponsor

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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: [email protected].

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