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HCL Technologies

Transforming customer experience for the cable provider industry

Transforming customer experience for the cable provider industry

The cable provider industry is evolving from being traditional cable network providers to becoming the quad play providers. However, the businesses are failing in capturing the pulse of the customer due to priority mismatch. The companies are focusing on increasing social care teams, consolidating with peripheral businesses to upscale the offerings to acquire more customers etc.

Through this paper, we examine the customer experience in the cable industry.

At HCL we believe that the transformation of customer experience model can be brought about by executing a judicious mix of short term and long term strategies and solutions. Through Short Term Solutions, the CSP should engage Customer through increased digital interaction, while through long term solutions they should focus on becoming seamless and integrated, with better engineered experience centric products and services.