Bring Your Own Device Issues and Opportunities of Moving Beyond the NID

Change is in the Air Consumer computing habits are changing as more applications shift to the cloud. , Web browsing and social networking, which once required a computer can now be done on a smartphone, tablet, or TV. Consumers favor mobile devices more than a traditional desktop computer or even a laptop these days. The subscriber experience has moved to the device.

The Old Way Go to the NID and walk away!

The New Way Whole Home Wireless Gateway and Related Support

An Explosion of Devices

Technology Ownership

Our Customers

Everything Streaming

It’s All About The App! “Increasingly it's being less about the hardware and more about what you can do with it, and that's apps. So that's probably one of Apple's strongest advantages going into this next cycle," said analyst Rob Enderle of Apple's iPhone 5. "Not only do they have a strong set of apps, the App Store is the best curated and it's the most profitable."

Payphones To Wi-Fi What's in a Link? Links are iconically designed connection points that house state-of-the-art wireless technology, interactive systems and digital advertising displays. Each ADA-compliant Link structure will provide: Free 24/7 public Wi-Fi Free phone calls anywhere in the U.S. A touchscreen tablet interface to access City services, directions and more Easy access to 911 and 311 Free charging station for your mobile devices Digital displays for advertising and public service announcements From this… …to this.

WatchTVEverwhere

Mobility Apps

Fixing Potholes Boston releases Street Bump app that automatically detects potholes while driving.

Home Automation

Where does this leave us?

It’s All About The Customer Experience

Perception Is Reality? Hi – I just heard that broadband is defined as 25Mbps down and 3Mbps up. My extra cost service is 17Mbps down and.8Mbps up so is a long way from being called broadband. I also heard that 70% of Vermonters have broadband by the definition of the FCC. Why not WCVT? When will I be able to get it? I have been very pleased with your customer service but it seems we are falling behind in technology. ~Bob

The Customer Reality

Will Require More Customer Education That’s me!

The Challenge is… The customer experience has shifted. No longer at the NID or desktop computer. Now at the TV, tablet, gaming system, or other mobile device. We are already supporting it, so how do we support it at a profit?

Feeling The Love!

Boiling It all Down Know the Products - Employees need to stay on top of the applications and devices we are going to be supporting. The best way to do this is to use the products, services, and devices ourselves. Focus on Customer Satisfaction – We are only as good as our vendors. Customers expect quick answers and even quicker resolution to service problems. We Need Better Quality of Experience Monitoring – Just because the lights are on the box doesn’t mean its functioning. There is a huge need for more customer experience monitoring in the network. The customer experience is at the TV or mobile device, not the NID. Good, Fast, Cheap. Pick one? It’s not going to be cheap or easy but we need to figure this out to meet the growing and ever changing needs of our customers.

Questions? Kurt Gruendling Vice President of Marketing Waitsfield and Champlain Valley Telecom (802)