The Cable Show 2010 - Go Beyond

Listening In: Customers, Conversation & the Implications of E-care

Session 07
Tuesday, May 11, 2010
3:15 PM - 4:15 PM
Room 409

Produced in partnership with The Cable Center.

Discussion of new research surrounding customer use of online channels for customer care and support – along with the ability to share experiences with others online. Discovery points:

  • New research from J.D. Power and Associates on loyalty impacts of e-care and self-service
  • Assessment of the impact from customer experience over online and social media platforms
  • Identification of challenges and opportunities emerging from the e-care and online conversation era

Speakers

Moderator: Jana Henthorn (The Cable Center)
Speakers: Frank Perazzini (J.D. Power & Associates)
Reactors: Veronica Jellison (Comcast Cable Communications), Gibbs Jones (Suddenlink Communications), Charles Patti (Daniels College of Business, The University of Denver)