Program C5 Fall 2018 Meeting November 14-15, 2018 Denver, Colorado Hosted by 1 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. 2 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