How To Deliver Better Experiences: Empowered Operations Means Happy Subscribers

I’ve chatted with hundreds of broadband service providers (BSPs), and one of the resounding themes I’ve come away with is that today’s subscribers value experiences. BSPs understand the need to transition from providing commoditized offerings focused on speed and price to delivering experiences that subscribers value—and that offer a path to profitability.
 

But becoming a broadband experience provider is easier said than done. How well do you understand the subscriber experience? And do you have the intelligence and tools to improve it?

Measuring the Subscriber Experience

The traditional approach is to ask your subscribers about their experience by conducting customer satisfaction (CSAT) surveys and calculating Net Promoter Scores℠ (NPS^®). While this provides a valuable measure of subscriber sentiment, it’s only a snapshot.
 

Surveys also only work for those who reply. What about subscribers who are dissatisfied but prefer to suffer in silence? Those subscribers far outweigh the vocal minority, but capturing their sentiment can be elusive. Data generated by call logs, network performance, speed tests, and more can be used to provide clues to what’s working and what’s not—though these metrics can be generic and hard to tie to subscriber happiness.
 

With all your data, do you actually have answers?

Actionable Data Falls on Operations and Engineering Teams

Actionable data depends on humans. Senior leadership, marketing, and sales often look to operations and engineering teams to interpret the data and correlate how the network shapes the subscriber experience. And if you haven’t been asked yet, you will be!
 

The amount of data to sift through quickly becomes overwhelming—and, for small teams with limited resources, it’s not sustainable. Addressing this challenge is a key focus as we evolve the Calix Broadband Platform and provide tools that empower operations and engineering teams.

How a Platform Transforms Data Into Subscriber-Centric Actions

An integrated platform-based approach enables advanced artificial intelligence (AI) and machine learning (ML) tools that help transform data into real-time executable actions. One example is an anomaly detection engine that identifies where network anomalies likely occurred—and then a recommendation engine that guides how they should be addressed. 
 

By handling the “heavy lifting” of analyzing data, these tools empower operations teams of any size to play a leading role in understanding and improving the subscriber experience. It also means the next time you’re asked to explain survey results, you’ll have the answers. Moreover, you’ll clearly see every subscriber’s satisfaction level, as well as recommendations to enhance their experience.
 

By leveraging the power of the Calix Broadband Platform and subscriber-oriented insights, you can remove the guesswork and start delivering the high-quality subscriber experiences that drive growth.
 

Want to discuss more about the power of the platform? Please email me at shane.eleniak@calix.com or connect with me on LinkedIn.
 

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.