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Panel Focusing on Evolving Customer Experience, to Feature Industry Leaders From Comcast, Cox, and Suddenlink
ATLANTA and DENVER, April 24, 2014 /PRNewswire/ -- Nexidia, a leading provider of customer interaction analytics solutions for business transformation, and The Cable Center, the nonprofit educational arm of the cable industry, today announced they will present at The Cable Show 2014, which will be held at the Los Angeles Convention Center from April 29-May 1, 2014.
Jana Henthorn, The Cable Center's senior vice president of academic and industry outreach, will moderate a session entitled "The Evolving Customer Experience: Interconnecting Generations & Platforms." Nexidia's senior vice president of strategic consulting services, Ryan Pellet, will be joining the panel discussion along with Mike McArdle, vice president of customer experience at Comcast Cable; Gibbs Jones, senior vice president of customer experience at Suddenlink Communications; and Jonathan Leepson, vice president of customer experience operations at Cox Communications. The presentation will be held on Tuesday, April 29 from 3:30-4:30pm PST in room 403B.
"This panel discussion represents a rare opportunity for industry leaders to gather and share their perspectives on the cable industry's evolution, including rising competition and customer expectations," said The Cable Center's Jana Henthorn. "Nexidia continues to play an important role in that evolution as one of the industry's market leading solution provider used to determine best practices and quantitatively measure their impact. Along with many of our constituents, The Cable Center has seen the tremendous value Nexidia brings in helping the industry advance to become more customer-centric."
The session will focus on how leading cable companies are expanding their multi-platform product mixes-from home security to business services to TV Everywhere-to meet and exceed increasing customer expectations. Illustrated with real world examples and best practices, the panel will discuss the challenges of boosting service quality and customer loyalty while keeping a step ahead of technology advances and growing competition from new market entrants.
"The Cable Center has been a great partner in influencing new ideas for our industry, like using interaction data to better understand customers and identify key improvement opportunities," said Comcast's Mike McArdle. "Likewise, the data that Nexidia produces enables us to make faster, smarter decisions and quantify our progress in improving the customer experience. This critical data is now embedded in Comcast's enterprise DNA and plays a critical role in helping us evolve with the changing needs and expectations of our customers."
Hosted by the National Cable and Telecommunications Association, The Cable Show 2014 is the premier digital media, entertainment, and broadband marketplace that attracts CEOs of top cable companies and unites global industry leaders with the Washington, D.C. policy community.
"The panel has great participation from leading cable companies," said Nexidia's Ryan Pellet. "I'm looking forward to sharing how analytics is helping the industry translate their customer interactions into actionable insights that drive greater innovation and competitiveness."
The panel will be live tweeted using the hashtag #cablecentercare
Nexidia provides customer interaction analytics solutions with patented technologies and breakthrough applications that enable companies to drive business transformation by capturing, making sense of, and using the full range of communications they have with customers. As the traditional voice of the customer expands from the contact center to include surveys, email, chats, and even social media sites, Nexidia provides software and service expertise to help companies synthesize this data into both a tactical tool for operational improvements and a catalyst for strategic business transformation. For more information, please visit www.nexidia.com.
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About The Cable Center
Based in Denver, Colo., The Cable Center is a nonprofit organization serving the cable telecommunications industry. The Cable Center is the home of the Cable Hall of Fame, recognizing individuals for their outstanding contributions to the industry, and of the Barco Library, the world's largest collection of cable-related information and resources. Please visit www.cablecenter.org for more information.
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