Customer Experience/C5

C5 Spring 2018 Meeting Draft Agenda

April 24 & 25 2018 | The Cable Center, Denver CO

TCC Lead: Charles Patti, Ph.D.
Co-Chairs: Andrés Piderit, Graham Tutton, Scott Wise

 

DAY 1:  TUESDAY, APRIL 24, 2018

TimeItemSession Chair/Speaker(s)

07:30-08:30

Breakfast

 

08:30-09:00

Opening Remarks, Welcome, and Introductions
Charles Patti, Diane Christman, Co-Chairs, and introductions of new members and guest attendees

Charles Patti, Cox Professor of Customer Experience and Senior Fellow

09:00-10:00

Innovative Solutions from Our Sponsor
“AI for Customer Engagement - Bring Intelligence to Life™”

Frank Benson, VP, Strategic Accounts, and Paul Tepper, Cognitive Innovation Group Head, both of Nuance

 

10:00-10:15

Break

 

10:15-11:00

Update on The Cable Center
Jana will provide us with an update on the latest Cable Center activities.

Jana Henthorn, President & CEO,
The Cable Center

11:00-12:00

Fireside Chat

A moderated conversation with Mike Fries, CEO & Vice Chairman, Liberty Global, on "The Future of the Cable Industry and its Impact on Subscriber Experience"

Graham Tutton, VP, Consumer Insights, Comcast

12:00-01:15

Lunch and Photos
Individual and group photos of C5 members

 

1:15-2:45

“Egg-Timer” Session Part I
In the spirit of learning from each other, this session involves all MSOs sharing a recent CEM success, challenge, or activity that is currently underway or planned—all while the clock is running.

Diane Quennoz, SVP, Marketing & Customer Experience, Vyve Broadband, and Mel Longdon, VP, Care & Sales, Liberty Global

2:45-03:00

Break

 

03:00-04:15

“Egg-Timer” Session, Part II

Diane Quennoz and Mel Longdon

04:15-05:00

Tour of The Cable Center
Having undergone many changes over the past couple of years, The Cable Center is delighted to take this opportunity to showcase its beautiful facilities to all our members.

Diane Christman, SVP, Programs & Development, and Brian Kenny, Library & Archives Manager, both of The Cable Center

05:00-06:00

Free Time and Travel
Travel to restaurant
(approx. 30 min | 12 mi. from The Cable Center)

 Miyama of Colorado
9101 Kimmer Dr, Lone Tree, CO 80202

06:00-07:00

Cocktail Reception
Pre-dinner cocktails allowing networking opportunities for attendees, hosted by The Cable Center

 

07:00-09:00

C5 Dinner
Presentation, trivia contest, and Teppanyaki-style dining

 Drs. Charles Patti, Ron Rizzuto, Maria van Dessel (Senior Fellows) and remarks by Brent Chrite, Dean, College of Business, University of Denver

 

DAY 2:  WEDNESDAY, APRIL 25, 2018

TimeItemSession Chair

08:00-09:00

Breakfast

 

09:00-10:00

“Spotlight on…MediaCom”
Jon and Mark will provide an update on the progress by Mediacom on building its Digital Self Care platform, which includes Mobile App, Support Website, and Messaging (BOT technology and Agent Messaging via SMS, In-App)

Jon Coscia, Group VP, Customer Service, Mediacom and Mark Heffley, CEO & Founder Adrenaline Technologies

10:00-10:15

Break

 

10:15-11:15

Learning from Outside the Industry
Customer-Driven Strategic Transformation: Using Customer Insight / Experience to Drive Strategic & Operational Results, presented by Greg Tucker, CEO, Tucker & Company

Charles Patti, Cox Professor of Customer Experience and Senior Fellow

11:15-12:00

Legislative Update
Presentation by NCTA on the latest actions and proceedings for the cable industry from a regulatory and legislative perspective.

Rob Stoddard, SVP, Industry and Association Affairs, NCTA

12:00-01:45

Lunch and transportation to CableLabs

Transportation provided

01:45-04:30

CableLabs Field Trip
Tour and presentations of CableLabs technology projects related to improving subscriber experience

Chris Lammers, EVP & COO, and Mickie Calkins, Director, Co-Innovation, both of CableLabs

04:30-05:30

Cocktail Hour and Pitch Event, hosted by Lisa Schwab, Upramp

Over cocktails and appetizers, four CX-focused start-ups in the CableLabs' Upramp program will provide “elevator pitch” presentations about their companies and innovative solutions for the cable industry

 

05:30-06:00

Break and travel to restaurant in Boulder

 

06:00-08:30

Dinner, hosted by CableLabs  

The Empire Lounge & Restaurant 

8:30-09:00

Transportation back to Denver

 Transportation provided