Research Center

For over ten years, The Cable Center (TCC) in Denver, Colorado, has been bringing together top customer experience management (CXM) executives from the cable industry to advance the practice of customer experience (CX). Under the banner of the C5 (Cable Center Customer Centric Consortium), our group meets twice each year—alternating between TCC (Denver) and the headquarters of a C5 member.... More Info

As the world undergoes a digital transformation, broadband is the enabler. Today, we are connected in ways that we would never have dreamed of just ten years ago.... More Info

In the letter from the editor last month, I wrote about how pervasive mobility was—at the end of the day—all about connecting people. This month, our issue theme is "Enriching the Customer Experience," and it's all about serving people.... More Info

The Internet of Things (IoT) is not new. Neither is the rapid rise of connected devices or customers’ demands for instantaneous service.... More Info

It’s almost become a telecom tradition for operators to push a great new offering into the market, only to eventually struggle with maintaining quality and delivering a great customer experience as the service matures. The stumbling blocks were always going to be there, but because service assurance wasn’t planned from the start, operators kept themselves in the dark.... More Info