May 14, 2019

The Importance of the Customer Journey in Cable

As customers become increasingly familiar with digital environments and demand new experiences, service providers need to shift their focus to delivering the best customer journey across all channels.

Delivering an optimal customer experience is one of the most critical areas that cable companies must master if they expect to keep their customers loyal. Customer journey management has thus become one of the most important parts of the business process. As customers expect more modern services from their providers, they also expect more modern customer experiences. This translates into the need for high-quality service delivery, proactive notifications and using business intelligence capabilities to ensure customers get the experience they expect.  

Hear Jason Wasmanski, Senior Director of Billing Systems and Operations at RCN, talk about his company’s approach and ideology around the customer journey as well as the tools required to deliver proactive approaches that keep customers satisfied.