Transcript Customer Research

Bring Your Own Device
Issues and Opportunities of Moving
Beyond the NID
Change is in
the Air
•
Consumer computing habits are changing as more
applications shift to the cloud.
•
Email, Web browsing and social networking, which
once required a computer can now be done on a
smartphone, tablet, or TV.
•
Consumers favor mobile devices more than a
traditional desktop computer or even a laptop these
days.
•
The subscriber experience has moved to the device.
The Old Way
Go to the NID and walk away!
The New Way
Whole Home Wireless Gateway and Related Support
An Explosion of Devices
Technology Ownership
Our Customers
Everything Streaming
It’s All About The App!
• “Increasingly it's being less
about the hardware and
more about what you can
do with it, and that's apps.
So that's probably one of
Apple's strongest
advantages going into this
next cycle," said analyst Rob
Enderle of Apple's iPhone 5.
• "Not only do they have a
strong set of apps, the App
Store is the best curated
and it's the most
profitable."
Payphones To Wi-Fi
What's in a Link?
Links are iconically designed connection
points that house state-of-the-art wireless
technology, interactive systems and digital
advertising displays. Each ADA-compliant Link
structure will provide:
• Free 24/7 public Wi-Fi
• Free phone calls anywhere in the U.S.
• A touchscreen tablet interface to access
City services, directions and more
• Easy access to 911 and 311
• Free charging station for your mobile
devices
• Digital displays for advertising and public
service announcements
From this…
…to this.
WatchTVEverwhere
Mobility Apps
Fixing Potholes
Boston releases Street Bump app that automatically detects
potholes while driving.
Home Automation
Where does this leave us?
It’s All About The
Customer Experience
Perception Is Reality?
Hi – I just heard that broadband is defined as
25Mbps down and 3Mbps up. My extra cost
service is 17Mbps down and .8Mbps up so is a
long way from being called broadband. I also
heard that 70% of Vermonters have broadband
by the definition of the FCC. Why not WCVT?
When will I be able to get it? I have been very
pleased with your customer service but it seems
we are falling behind in technology.
~Bob
The Customer Reality
Will Require More
Customer Education
That’s me!
The Challenge is…
• The customer experience has shifted.
• No longer at the NID or desktop computer.
• Now at the TV, tablet, gaming system, or other
mobile device.
• We are already supporting it, so how do we
support it at a profit?
Feeling The Love!
Boiling It all Down
• Know the Products - Employees need to stay on top of the applications
and devices we are going to be supporting. The best way to do this is to
use the products, services, and devices ourselves.
• Focus on Customer Satisfaction – We are only as good as our vendors.
Customers expect quick answers and even quicker resolution to service
problems.
• We Need Better Quality of Experience Monitoring – Just because the
lights are on the box doesn’t mean its functioning. There is a huge need
for more customer experience monitoring in the network. The customer
experience is at the TV or mobile device, not the NID.
• Good, Fast, Cheap. Pick one? It’s not going to be cheap or easy but we
need to figure this out to meet the growing and ever changing needs of
our customers.
Questions?
Kurt Gruendling
Vice President of Marketing
Waitsfield and Champlain Valley Telecom
(802) 496-8305
[email protected]