Let me start by thanking each of you for making Calix ConneXions 2023 a riveting success. Whether or not you made it to Las Vegas, you have helped Calix create one of the world’s preeminent broadband conferences. I had the opportunity to meet many of you, share the stage with a few special broadband service providers (BSPs), and present our vision for service excellence in 2024.
The subscriber experience is always top-of-mind for support teams, as it is for Calix. This year, we helped support teams build a proactive model for resolving concerns and engaging with subscribers. We also enhanced Calix Support Cloud to allow customer support representatives (CSRs) to address issues before they arise.
At ConneXions, we rolled out new plans for helping support teams take giant steps higher. We announced that Support Cloud is changing its name to Service Cloud, recognizing how your role has evolved well beyond simple customer service (as BSPs already know). You are now the epicenter of service excellence—responsible for maintaining quality subscriber experiences, supporting new managed services, and growing business. We are well past the days when support teams simply helped retrieve passwords.
As you embark on your journey to service excellence, Calix has resources that guide your way. My team has three categories of guidance that will help support your mission of improving the subscriber journey:
Competition is heating up in every broadband market. New funding and fiber builds make it harder to sustain and grow your business without a differentiator—a business strategy to stay ahead of new market entrants. Support teams can help blaze a path forward, focusing on service excellence and subscriber experience as the key differentiator.
Lisa Koerselman, CSR Manager, Premier Communications
Brian Vander Berg, Help Desk Supervisor, Premier Communications
At Premier Communications, we do whatever it takes to provide the best possible subscriber experience. Since 1906, we’ve built a reputation for being a family-friendly, trusted service provider across the 29 communities we serve. Service excellence is in our DNA, and our customer-first philosophy guides everything we do.
How do you know you’re getting customer service right? A high Net Promoter Score℠ (NPS®) is always a good indicator. This year, we ran our first NPS survey, achieving a score of 60—trending well above the industry average.
Christina Wilson, Area Vice President Customer Success, Calix
Today’s subscribers have high expectations for customer service. Tailored experiences are now the norm. Accordingly, broadband service provider (BSP) support leaders have transformed from the reactive, transactional support of the past to a more personalized, frictionless service experience. By making service excellence a key differentiator in your overall subscriber experience, you can exceed expectations—and earn loyalty for life.
Anne Guenther, Product Marketing Director, Service Cloud, Calix
Broadband service provider (BSP) support leaders have seen their function change dramatically, thanks to the combination of ever-higher subscriber expectations and new levels of competition. Today, support goes beyond fielding inbound calls and handling trouble tickets. Innovative support teams leverage data-driven insights to proactively engage with subscribers, providing a superior service experience that increases satisfaction and loyalty.
Shep Hyken, Customer Service and Experience Expert, Bestselling Author
Each year, I do customer service research, surveying more than 1,000 consumers matched to the U.S. census. We discover all kinds of information but, for today’s purpose, I want to share five important findings you need to know to deliver the best subscriber experience.
Adam Ross Hill, Partner Alliance Manager, GLDS
In an effort announced around ConneXions 2023, GLDS and Calix have moved into new territory together, linking customer experience features that reshape how broadband operations teams handle network issues for an exceptional subscriber experience. This game-changing collaboration empowers broadband service providers (BSPs) to respond within seconds to network disruptions—a significant leap from the time-consuming process that has historically taken hours to identify and communicate.