Customer Care Central: Cable’s Customer Experience Management Forum
The ultimate success of our industry lies largely in the hands of one party—our end-use customers. Enhancing the customer experience has always been an industry-wide priority, and The Cable Center has developed customer care programs to assist our industry partners in this respect.
Through initiatives implemented by The Center as well as original curriculum, customer experience management (CEM) practitioners from across the industry have forums and resources where they can access and share best practices, current issues/challenges and other mission-critical information.
- Customer Care Guidebook: Customer Care Central’s newest addition is Customer Experience Management: Lessons and Insights for the Cable Industry, an industry guidebook published in partnership with CableFAX magazine. The book offers articles by leading academics and national customer care authorities as well as experts from within the industry. (For purchasing information, click here)
- Cable Center Customer Care Committee (C5): The 25 invited members of C5 represent the top 11 cable operators in North America and Europe. The group meets via monthly webinars and in person twice per year to analyze every aspect of customer experience management and learn from thought leaders in this rapidly evolving field.
- Cox Customer Experience Management MBA Program: Customer Care Central promotes customer care as an academic discipline through its support of a unique MBA program at the University of Denver’s Daniels College of Business. Led by Dr. Charles Patti, the James M. Cox Professor of Customer Experience Management, the program awakens business students to the importance of quality customer care in a competitive marketplace.
- Cable Industry Events: The Cable Center extends new customer care information beyond the industry’s leadership ranks through forums at the annual NCTA Cable Show and other large industry events. Attendees learn new ideas and techniques that can be implemented quickly in their communities.