Nexidia, a provider of customer interaction analytics solutions for business transformation, and The Cable Center said the company has signed on as a presenting sponsor of The Cable Center’s Customer Care Committee (“C5”).
As a part of The Cable Center’s customer care programs, the C5 is comprised of 25 invited members who represent the top 11 cable operators in North America and Europe. The group meets in person twice a year, providing the industry’s senior customer experience management executives a forum to discuss common challenges, best practices, and the latest innovations impacting the customer experience, the center said. Members include representatives from Time Warner Cable, Comcast, Cox Communications, Charter Communications, Bright House Networks, Rogers Communications, Suddenlink Communications, UPC Cablecom and Virgin Media.
Nexidia senior vice president of strategic consulting services Ryan Pellet will make a presentation along with the Federal Trade Commission’s litigation support manager, Chad Papenfuss, at the C5’s first meeting of the year, today and tomorrow in Denver. The presentationwill highlight how the FTC is leveraging Nexidia solutions to monitor and regulate compliance, the company and the Cable Center said in a release.
"As customer expectations and competition continue to rise, the cable industry has also continued to look for innovative practices and technologies to bolster the customer experience,” Cable Center senior vice president of academic and industry outreach Jana Henthorn said in the release. “The C5 members know that managing the customer experience presents many challenges, in large part due to the large volumes of interaction data that floods in each day. We’re looking forward to learning how the FTC and Nexidia have worked together to make sense of this data and discover opportunities for transforming it into tangible business value.”
“We look forward to discussing how Interaction Analytics is used to find and solve specific issues such as compliance and churn mitigation,” Pellet said in the release. “Collectively, the cable industry sits atop extremely valuable data: its customer interactions. Our cable industry clients are tapping into this goldmine of unstructured data — in the form of phone, online, and social media interactions, among others — to uncover high-value, empirical answers.”