The Time Is Now: How To Embrace Your Future as an Experience Provider

In today’s fast-paced digital world, the rate of change has never been higher. With this constant evolution, speed is no longer a differentiator for broadband service providers (BSPs)—it’s table stakes. BSPs must evolve or risk their competitive edge. For customer support, this means going beyond merely solving subscriber problems to creating end-to-end experiences that subscribers love.

What Is an Experience Provider?

An experience provider focuses on the full customer experience by defining the end-to-end customer journey and executing consistently across every interaction. This shift requires BSPs to think differently. We know obstacles can arise when different departments “own” different touchpoints. For instance, with various teams managing onsite installations, inbound support calls, and operations, it can be challenging to ensure a seamless experience. Calix can help you manage this transition.
 

I shared at ConneXions 2024 how Calix can help you become an experience provider. As always, we support you with training, onboarding, adoption, and product and service launches; these are foundational. We’re taking it one step further by supporting your workforce transformation. Our new Sales Acceleration Program creates a seller out of every customer-facing employee. That way, no matter who interacts with the subscriber, everyone is working towards the same exceptional, unified subscriber experience.

Transitioning to an Experience Provider

Where do you begin? Delivering a cohesive subscriber experience requires careful planning. I recommend developing a blueprint—an all-in-one plan of everything you need to do. A blueprint clarifies your vision of how subscribers should experience your brand, services, and people so you can assess whether your architecture supports it. Mapping the subscriber journey from start to finish also aligns your internal teams and equips any vendors with a framework for consistent execution.
 

While this may sound daunting, it’s important to note that you don’t have to do everything all at once. Plan a phased execution and start with the big picture.
 

When you’re ready to execute, we can provide the resources and best practices to ensure cross-organizational alignment. Calix Business Insights is instrumental in helping you achieve your vision by harnessing data that drives action—from identifying outdated processes and siloed systems to benchmarking and recommendations.

Embedding a Culture of Continuous Improvement

Your customer experience is never over—technology evolves, consumer needs change, and there are always things to fine-tune. We know from working with hundreds of BSPs that those with a Net Promoter Scores^SM (NPS®) of 90+ don’t stand still. They constantly progress their subscriber experiences and keep pace with change. How can you continue to add on or to improve the subscriber experience?
 

Here are three elements to consider in enabling a culture of continuous improvement:

• Create an experience. Evoke positive emotions to give your customers an unforgettable experience. Develop an end-to-end experience that personalizes the subscriber’s journey, simplifies it at every touchpoint, and differentiates your brand.
  
  
• Enable subscribers with control. Give your subscribers the service experience they want! How can you offer proactive communications and timely updates about a service issue? Self-service support via a mobile app? Installation options from do-it-yourself to full service? When subscribers feel in control of their experience, trust grows.
  
  
• Drive loyalty. Loyalty starts inside the organization. If your employees are treated with high-quality standards and trust, they will reflect these qualities in your customers. Your frontline teams have the power to strengthen subscriber relationships, foster confidence, and increase loyalty with your subscribers.

Changing at this scale isn’t easy. However, with hundreds of experts—such as network engineers, customer experience specialists, and data analysts—committed to your success and supporting your evolution to an experience provider, Calix is always by your side.
 

I’d love to help you realize your vision of an end-to-end subscriber experience. Please find me on LinkedIn or email me at john.durocher@calix.com.
 

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.