A New Customer Experience: IoT and the Connected Consumer - Webcast

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Rapid innovation and new technologies are bringing many highly sophisticated technical products into the connected home. 16% of U.S. broadband households own a smart home device and more than one-third of those consumers have experienced a problem with one or more these devices.

Consumers are adopting many, often competing products, including smartphones, wearables, smart TVs, smart lighting, security cameras, and connected consumer electronics. Furthermore, these products are increasingly interconnected, creating greater complexity throughout the home and growing support needs.

For consumer technology brands to maintain a foothold in the market, leveraging the support needs of their customers to cultivate and maintain strong relationships is critical. However, providing robust support can be challenging due to the growing complexity in broadband households. The increasing connectivity and interoperability among different products often extend diagnostic time and strain resources.

However, advanced solutions for tech support gives brands an unprecedented opportunity to connect and deliver a memorable customer experiences while minimizing support costs.

This webcast analyzes the value of support services and examines strategies to align solutions with consumer demands. It also examines new tools that can improve the efficiency, consistency, and accuracy of the support process while containing support costs.

Attend this webinar to learn:

  • Current consumer habits and preferences regarding tech support solutions

  • The current expansion of broadband home networks and implications for support services

  • Strategies to optimize support interaction with consumers in order to drive brand loyalty and product adoption

  • New ways to deliver support services across self-service and traditional channels that automate and simplify complex interactions between consumers and tech support


Sampath Gomatam, SVP, Product,

Chris Koverman, Vice President, Engineering,

Patrice Samuels, Research Analyst, Parks Associates


Sampath Gomatam, Senior Vice President, Product,

Sampath Gomatam - - Parks Associates Webcast

Sampath joined as SVP of Product in September 2014. In February 2015, he was appointed to the Continental Automated Buildings Association (CABA) board of directors. He brings over 20 years of experience as a product and business leader in the software industry. Prior to, Sampath spent almost five years at the Citrix SaaS division where he held multiple product and general management roles, including VP and GM for the Collaboration product group. He has run product management and services and has been a general manager at enterprise software companies such as SAP, CommerceOne and ClickCommerce. Sampath earned his Bachelor’s in Engineering from Indian Institute of Technology, Madras and his MBA from Santa Clara University.

Chris Koverman, Vice President, Engineering,

Chris Koverman - - Parks Associates IoT Webcast

Chris Koverman has over 20 years of experience in Engineering and Senior Management in the telecom and SaaS based Support Software domains. Chris led engineering for Citrix’s IT Support line of business from 2010 to 2014 whose primary product, GoToAssist was the market leader in remote support solutions. He recently joined as VP of Engineering and Operations where he owns IoT strategy and development and is responsible for driving partnership development with IoT solutions platforms.

Throughout his career, Chris has driven technology and architecture and has played key roles in product strategy definition in diverse companies, from startups to large established organizations. Chris has helped multiple companies achieve successful IPOs or acquisitions.

Patrice Samuels, Research Analyst, Parks Associates

Patrice Samuels - 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

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