Agenda

​Reducing Customer Churn - 1:00 PM ET  

PART ONE:  Growth of Connected Devices and Services

In 2020, consumers in the United States and across the globe relied on their home broadband connection to an extent never before seen. This presentation addresses the growth in connected devices and services, including drivers and consumer trends as a result of COVID-19.

PART TWO: How to Take on Subscriber Churn and Win

The pandemic has accelerated what many predicted was coming––we are now in an era where consumers demand hyper-connectivity, hyper-personalization, and evolving broadband services that anticipate smart home needs. 

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However, increased usage of home networks brings higher demand and scrutiny of service quality, and with churn still representing a multi-billion dollar industry problem, ISPs must ensure that they build effective strategies to tackle this age-old problem.   

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Deliver Exceptional Customer Experiences - 2:00 PM ET

How are customers finding you and interacting? – Does your website explain what you do? Does it offer self-serve options ? How does it compare to your competition? Hear from Leann Dittman from CableOne about their self-service successes and best practices you can apply to your customer journeys.

Using customer data for customized interactions? Hear from Kimberly Biddy of EPB. She will share show EPB uses customer data to build personalized interactions vs. a generic script. She will show how building relationships is key to reducing customer churn and building brand loyalty.

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Best Campaign Presentations - 3:00 PM ET

A presentation on the methodology behind successful NCTC member marketing campaigns and member Q/A.

April 13 - Group Purchasing

Hear about the latest improvements in the Group Purchasing department and what is in the works for 2021. We'll share how NCTC helps members with network expansion, an overview of our new e-commerce platform, NCTC Marketplace, and highlight our latest suppliers. The session will finish out with mini breakouts and live Q & A with several key NCTC suppliers. Attendees will be able to choose which breakout session they want to attend.

April 14 - Broadband

Join us for the latest information on NCTC programs supporting member broadband.  You’ll learn the latest updates on the IP Transit and Transport programs, hear insights from NCTC members on their managed Wi-Fi services, and areas where members are finding success with commercial services.

April 14 Sponsor

April TBA - Video

Smart OTT & TVE Strategies

OTT services are growing rapidly in general, but there are trends worth exploring if you dig deeper. This session will look at trends in the OTT marketplace, the current state of vMVPDs and SVOD services, and trends related to aggregation and partnerships.

We'll also have a discussion about the value of TV Everywhere for NCTC operators.  How do the most successful operators overcome traditional obstacles to drive value to video subscribers and use TVE services to bolster their video and broadband offerings?  You'll walk away with best-practice ideas in marketing and supporting TVE and new developments that address lingering challenges to customer adoption.

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PayTV Experiences - Direct from Members

This TED Talk like session will have three member operators share their case study directly with you, showing you how they arrived at their approach, the steps they took to get there, and show you verifiable results!  Each operator will have 15 minutes to share their story and will then be available for you to engage during our interactive Q&A sessions at the end of the presentations.  You don’t want to miss this opportunity to learn these successful strategies for very different approaches to the PayTV ecosystem.