While virtual MVPDs (multichannel video programming distributors) and over-the-top competitors are each trying to outdo the other with increased service flexibility and lower prices, top-notch customer care is becoming the differentiator for traditional pay TV service providers today.
Cable operators, who have spent the past several years focusing on the nuts and bolts of customer care -- narrowing appointment windows, improving on-time service and increasing network capacity and reliability -- are now taking a more macro approach, concentrating on bettering the overall customer experience and ensuring that the customer journey is an enjoyable one.
Join B&C /Multichannel News Senior Editor Michael Farrell, along with two of the cable industry's top customer care professionals, and learn tips about the following:
- Customer experience and customer journey mapping
- How terms like "trust," "effort," "reliability," "likability" and "forgiveness" are becoming essential pieces in the overall approach to customer service
- What role customer service and improving customer experience has in rebranding efforts
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Dr. Patti has deep international experience through consulting and academic appointments throughout Europe, Australia, and Southeast Asia, with extensive experience in building, delivering, and evaluating curriculum in a wide range of settings, including doctoral seminars, MBA and other specialized postgraduate courses, undergraduate programs, and professional and corporate learning. He has special expertise in case method learning and has coordinated several case learning workshops, including a Harvard Business School case workshop. 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.
Courtney has been an integral member of the Atlantic Broadband Customer Care organization for the past 12 years. In her role, Courtney and her team work to ensure the company is delivering an outstanding customer care experience. She oversees residential and business call center operations including phone, chat and dispatch across all four operating regions. Courtney holds a BA from the University of Pittsburgh and is currently pursuing an MBA from St. Francis University. She is also a member of the Young Professionals of the Alleghenies.