For the past 10+ years, The Cable Center (cablecenter.org) has been providing CX insights and solutions to cable operators who represent over 90% of cable subscribers in the U.S., plus Canada, South America, and Europe. C5 is a unique initiative that enables its members, which comprise of MSOs and industry associations, to share customer experience strategies, operations, and leadership to help cable operators build and deliver the best possible experience for subscribers. C5 provides educational, research, and collaborative learning opportunities to its members, Examples include a longitudinal study on call center metrics and the use of the design thinking methodology to provide innovative solutions to the cable subscriber onboarding process—for new subscribers and for subscriber service changes.
The recent design thinking for innovation project included:
- deep-probing interviews with subscribers
- an advanced 5X5 subscriber journey mapping
- facilitated ideation sessions among three teams
- rapid prototyping and testing of solutions
- presentation and evaluation of solutions that included machine learning and artificial intelligence.
