Broadband Investor Beacon

At Metro Connect USA 2025, industry leaders came together to discuss one of the most pressing shifts in broadband today: the shift from speed to experience and how this pivot drives higher returns.

Key themes from the session include:

• The shift from speed to experience as the new competitive battleground. Leading broadband providers are rethinking their business models, focusing on delivering superior customer experiences rather than just competing on speed. By doing so, they’re strengthening customer relationships, reducing churn, and increasing ARPU.
  
  
• Maximizing ROI through an experience-driven model. The discussion highlighted how providers who prioritize subscriber experience see higher profitability compared to those that rely solely on a speed-based approach. Investments in tailored service offerings, proactive customer support, and value-added services are proving to be game changers.
  
  
• Diversification as a strategy for long-term success. Successful broadband providers are expanding beyond traditional residential markets to serve multiple customer segments, including businesses, MDUs, and government entities—all on a single network. This multi-segment approach allows providers to optimize infrastructure investment and unlock new revenue streams.

This conversation reinforced a fundamental industry shift: broadband providers that embrace experience-driven models are positioning themselves for stronger financial performance and long-term success.

For a deeper dive into these insights and the full discussion from Metro Connect USA 2025, watch the attached recording of our panel session: 

Metro Connect 2025: Beyond Speed: How Broadband Experience Providers are Redefining Success

Youtube: Capacity Media

In a recently published case study with Jake Tarr, managing director of Kinetic Ventures, it was stated:


At Kinetic Ventures, we invest across a range of sectors, seeking out innovative companies that are transforming their industries. While our portfolio spans diverse fields, we’re particularly excited about rural broadband and digital infrastructure companies. Highline, one of our standout investments in the broadband space, is a forward-thinking Broadband Experience Provider committed to bridging the digital divide through exceptional service quality and customer engagement.

Highline’s evolution from a traditional, speed-focused provider to an experience-driven enterprise underscores the power of strategic innovation. By integrating the Calix Broadband Platform into their operations, Highline has unlocked significant benefits:

• Revenue and Value Growth: A 13 percent increase in ARPU and a $59K boost in customer lifetime value (CLV) just three months after launching new, experience-based offerings highlight the financial impact of their transformation.
  
  
• Customer Loyalty: At an all-time high—a 95 NPS® and 95 percent CSAT score highlight how subscribers recognize and appreciate the shift toward a more tailored, high-quality experience.
  
  
• Reducing Churn While Expanding Offerings: With churn at just 0.8 percent, Highline has been able to retain more customers while growing new revenue streams, including outdoor Wi-Fi, which has seen 32 percent month-over-month sales growth.

Highline’s journey reinforces our investment philosophy: Transformative companies are those that look beyond conventional models to create scalable, customer-centric solutions. By leveraging the capabilities of the Calix platform, Highline is setting a new standard in the broadband industry—one that aligns perfectly with Kinetic Ventures’ vision for sustainable, long-term growth across all the sectors in which we invest.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

While Metro Connect set the stage for 2025, the conversation continues at Calix ConneXions 2025, our premier broadband industry event taking place October 18–21 in Las Vegas. Each year, ConneXions brings together 3000+ leaders, investors, and innovators to explore the latest strategies and technologies driving industry success.
 

For those looking to stay ahead of broadband’s next evolution, ConneXions 2025 will be a must-attend event. Stay tuned for more event details and opportunities to engage with industry leaders who are redefining the future of broadband.
 

Schedule a 1:1 meeting with Kerry Haughan (senior vice president, Commercial Strategy, Calix) and our dedicated investment team to discuss how you can generate sustainable returns by leveraging Calix across your investment portfolio.