We are pleased to have been selected to lead a panel at the 2018 Cable-Tec Expo in Atlanta on October 24 titled “AI and Automation: Applying New Tricks to Old Problems”. Executives from Cox Communications, Accenture and NuTEQ will join Jim Smolen, our VP of Business Development and Alliances, to discuss the latest breakthroughs in technology for the cable and telecommunications industries.
Jim will discuss how customer portals and technician trackers can transform the last-mile “customer engagement dead zones” into proactive customer touch-points. This critical step in the service delivery process can make or break a company’s reputation – and open up new opportunities for ongoing engagement.
The cable industry has spent years attempting to solve this issue of communicating with customers about when a technician will be on site. Using AI-based solutions from Glympse, operators are able to solve this last mile customer frustration problem with digital insight and accurate ETA’s provided by customer-facing technician trackers.
Glympse provides last mile customer portals and technician trackers designed to reduce inbound calls and customer “no-shows.” Now, instead of frustrated and impatient customers, cable service providers can give their customers a way to actively track the technician’s location and ETA. Customers now become actively engaged in the overall service delivery process and, most importantly, customer satisfaction soars!
Jim will provide additional insights into how the mobile customer-facing field technician tracker is addressing other service and delivery issues in the cable industry. He’ll also talk about how some industry leaders are taking Glympse-like initiatives a step further; developing new ways to monetize the very focused and longer than average customer engagement time cable companies achieve during technician tracking. Glympse customers have measured that customers spend more than five minutes, on average, with the Glympse experience.
About the panelists:
Jim Smolen is VP of Business Development and Alliances at Glympse where he is responsible for identifying and forging critical relationships with key partners to deploy location & IoT solutions
Brad May is a Managing Director in the Communications, Media and Technology (CMT) operating group. He has 25+ years in consulting, software development, sales and marketing, focused almost exclusively in Communications.
Greg Nicholson is COO at NuTEQ. He has founded communications technology companies that grew from inception to global presence.
Johannes Eckert is Senior Vice President of Enterprise Development & Operations at Cox Communications. He’s currently responsible for the development, maintenance and operations of the applications, service, infrastructure and tools to support Cox’s internal and external customers.