In the old days, trying to access account info or pay bills online wasn’t exactly garnering rave reviews from Time Warner Cable customers. So the MSO did something about it, redesigning the entire system from top to bottom. The result is a much better experience all around, with more intuitive site navigation, greater ease of use and the addition of features long requested by customers. For example, TWC replaced the old online payment infrastructure to make it easier for all TWC customers to quickly access essential billing features. And the new responsive design works equally well on all devices, creating a more consistent experience. As a result, complaints went down and logins to the MyServices site by a whopping 1 million since relaunch, with 75% more interaction with the bill-pay feature alone.

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NAB’s Policy To-Do List

Gordon Smith ’s remarks at NAB ’s State Leadership Conference Tuesday centered on COVID-19, much like everything else has these past 14 months. “We ended last year with a major victory on Capitol Hill

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