Cognitive Support Solutions: Delivering the Best Connected Experience

Tuesday, November 13, 2018 | 11:00 A.M. CT (12:00 P.M. ET)

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Approximately one-fifth of U.S. broadband households have a technical support subscription.

Device manufacturers are adding more intelligent features to their products, enabling a broad range of new functionalities and automated cognitive capabilities. As consumers adopt more of these devices and use them in a variety of home, work, mobile, and play scenarios, they create unique connected ecosystems, making it imperative for companies to automate support processes while still delivering personalized and valuable user experiences.

50% of consumers who set up smart home devices themselves report setup problems

This webcast examines new opportunities in managing tech support and driving connected experiences through cognitive and intelligent technologies and automated connected devices.

With increasing functionality, connected devices are taking a more central role in a variety of contexts. Use cases extend from entertainment to maintaining health and home security, with automation delivering convenience and personalization to the consumer through multiple support scenarios. Effectively supporting today’s connected consumer requires knowledge of connected devices, the broad range of their capabilities, the environment where they operate, and how they interact with each other, creating multiple support challenges. Intelligent support operations can curtail the rising costs associated with this increasing complexity, while delivering targeting and reliable support services that aid consumers throughout a product’s lifecycle.

Topics

• Consumer expectations for support
• Consumer satisfaction with current systems
• Configurations for intelligent systems to minimize support resources
• Automation built on intelligent devices that deliver personalized connected experiences to consumers
• Consumer interest in new services created by automated, intelligent systems
• Outcome-based automation services and its impact on business outcomes

Speakers

Sid Victor, Vice President & Head of Support Services, CSS Corp

Patrice Samuels, Senior Analyst, Parks Associates

Speakers

Sid Victor, Vice President & Head of Support Services, CSS Corp
	Siddharth Victor is a passionate sales and solutions expert with 15+ years of experience in building new age support solutions and customer engagement strategies for companies in the TMT Sector. Sid has enabled global companies to go beyond their traditional strengths and has helped them to adopt revenue focused business models. At CSS Corp, Sid heads the Tech Support service line and is responsible for client success and delivering tangible business outcomes through integration of technology and support solutions.
Patrice Samuels, Senior Analyst, Parks Associates
	Patrice Samuels studies digital home technical support services across global markets, with a focus on market trends, business models, and provider strategies. In addition to exploring events and disruptions in the technical support space, she examines pay-TV and broadband services in North America and Europe, digital media, and digital music services. Patrice earned her MBA from Texas A&M University at College Station and BSc. in Psychology from the University of the West Indies in Kingston, Jamaica. INDUSTRY EXPERTISE: Television Services, Broadband Services, Technical Support Services, International Markets, Digital Music