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The Cable Center Talks Benchmarking the Customer Experience at INTX

Panelists from Comcast, NetCracker, Nexidia and Suddenlink to Cover Six
Key Lessons to Help Service Providers Transform Data Overload

DENVER, May 4, 2015The Cable Center announced today that it will present a panel discussion about benchmarking the customer experience during the National Cable & Telecommunications Association’s (NCTA) Internet and Television Expo (INTX), at McCormick Place West in Chicago. Benchmarking the Customer Experience: Six New Lessons for Service Providers will be held on Thursday, May 7 from 10:15am-11:15am CST in room W475AB. The panel will be presented with Nexidia, The Cable Center’s official co-sponsor of their customer experience committee and a leading provider of customer interaction analytics solutions for business transformation.

“As customer experience and customer care are increasingly hot topics in our industry, The Cable Center has dedicated itself to researching strategies and advancing best practices that are helping the industry become more customer-centric,” said Jana Henthorn, The Cable Center’s senior vice president of academic and industry outreach.

INTXBenchmarking the Customer Experience: Six New Lessons for Service Providers will examine how the importance of benchmarking has increased with the growing volume, velocity and variety of customer experience data in the cable industry. Moderated by Dr. Charles Patti, Cox Chair in Customer Experience Management at The Cable Center and former Dean of the University of Denver’s Daniels College of Business, the panel uncovers insights derived from a recent industry study that explains reasons behind differences in key benchmarks; identifies best practices; and offers a deep dive analysis into findings to produce six new lessons for companies engaging in customer experience benchmarking. Key takeaways include: best practices for big-data analysis and benchmarking; transforming data findings into actionable steps; and how to fine-tune internal benchmarking initiatives.

“Everyone attending INTX will benefit from coming to this session on benchmarking strategies. Based on The Cable Center’s proprietary benchmarking study completed in 2014, the MSOs and experts will discuss a new benchmarking management process that includes identifying company improvements and developing ROI estimates,” said Patti.

Benchmarking the Customer Experience: Six New Lessons for Service Providers features: Gibbs Jones, SVP Customer Experience, Suddenlink; Lisa Modisette, SVP Consultancy, NetCracker; Ryan Pellet, Chief Strategy Officer, Nexidia; and Graham Tutton, VP Customer Insights, Comcast.
“Using data to understand a customer’s lifecycle and experience is vital to improving customer care,” said Nexidia’s Pellet. “We are excited about the Cable Center’s research and benchmarking efforts and are proud to be sharing our leading practices using interaction analytics for customer experience improvements with INTX attendees.”
The panel will be live tweeted using the hashtag #cablecentercare.

About The Cable Center
Based in Denver, Colorado, 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. Visit us at, and for more information.