A poll commissioned by Alcatel-Lucent regarding customer experience management (CEM) found that CEM is being viewed as an opportunity for differentiation, as a common measure of customer satisfaction metrics,and  as a way to answer customer queries and to resolve problems in a timely fashion. However, barriers to CEM implementation remain. When asked to comment on potential barriers to implementing CEM, more than half of those managers polled listed difficulty in securing cross-organizational cooperation, and almost half of respondents saw poor data quality as the second barrier.

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Friday–October 16

NCTA CEO Eyes Spring Policy Summit

Cory Gardner is the first NCTA President/CEO to take the helm of the association without the Cable Show (also referred to as INTX: The Internet & Television Expo or the National Show) as a platform for the industry’s agenda. NCTA shuttered the 65-year-old convention in 2016. While it’s not coming back, Gardner does think there’s room for some industry show-and-tell.

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