Experience Matters
PREFACE
As greater choice floods the telecommunications scene, one of the big differentiators will revolve around customer experience. And we’re all over it. Thanks to some excellent, original contributions by our industry authors, we’re helping you get in front of the revolution in operational preparedness, workforce training and more.
The ideas are as provocative as the field is wide. Can artificial intelligence help take customer care to the next level? You bet. Find out how as Mariela Fiorenzo takes us on a guided tour of the intersection uniting machine learning and customer experience. You’ll also enjoy a fascinating look at the emerging field of network-infused, home-based care, a field where our industry already is working to make a difference (Novel Approach). You’ll get fresh intel about the generic access platform, IP address management, and as always, the provocative musings of our resident Futurist, Jeff Finkelstein. Plus, a tease for spring: Part Two of H. Mark Bowers’ series on work performed by the CableLabs® Outage Reduction Taskforce (“Testing in Progress”) will appear in the Spring 2020 issue of Broadband Library.
As we enter a new wave of 2020-and-beyond innovation, we’re thrilled to be along for the ride with some of the great thinkers (and great authors) from the ranks of SCTE•ISBE. Happy reading!
Jerry R. Lundwall
Publisher, Broadband Library
President, Lundwall Communications, Inc.
Publisher and entrepreneur, Jerry led the art departments at three major-market daily newspapers; founded and built an integrated communications creative agency — leading all creative, marketing, sales, and business operations; spearheaded major marketing initiatives for several Fortune 500 companies within the cable, broadband, technology, and entertainment sectors; and has published several books and magazines.
Credit: Shutterstock.com
