Behind the Scenes – Support Strategies for IoT Success - Webcast

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Providing support services is a critical part of brand strategy in the Internet of Things (IoT).

Optimal customer experiences are critical to driving growth across multiple IoT industries, including home automation, entertainment, and security.

As consumers embrace new technologies, problems stemming from user unfamiliarity, immature technologies, and a lack of industry standards challenge the seamless integration and usage of these solutions. Lack of device interoperability and poor integration of cloud and mobile applications can also add to consumer frustrations as they add new connected devices to their home.

In this webcast, Parks Associates and discuss how developing robust support strategies starting at product inception helps brands to manage customer experiences more effectively, which will drive success in IoT. Our speakers analyze the usage of data analytics to follow consumers across different service categories in the connected home in order to drive continuous improvements in the overall product experience.

Attend this webinar to learn:

  • Impact of IoT on consumer support needs

  • Current challenges to consumers and companies in the connected home and consumer IoT

  • Factors driving reevaluation of the traditional model of support

  • New models of support that can improve customer experiences, expand brand loyalty, and drive product adoption

  • The importance of using analytics to guide the support experience


Chris Koverman, Vice President, Engineering,

Alex Poulos, Vice President Marketing,

Patrice Samuels, Research Analyst, Parks Associates


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.

Alex Poulos, Vice President, Marketing,

Alex Poulos - - Parks Associates IoT Webcast

Alex joined as VP of Marketing in June 2015, and is responsible for market strategy and execution to drive accelerated growth for the company. He brings close to 20 years of experience as a marketing and business leader in the software industry, particularly in the SaaS space, complemented by international marketing experience spanning Europe and Asia. Prior to, Alex was Chief Marketing Officer at NetDimensions, where he built the marketing organization to a global scale, led the company’s transition into becoming a SaaS provider, and increased brand awareness in a highly competitive market. Prior to NetDimensions, Alex worked for early-stage companies including the network mediation and billing vendor Narus (now a subsidiary of Boeing), as well as for established technology leaders such as Silicon Graphics, where he started his career. He holds an MS in Computer Science from the University of Rochester, New York, and an MBA from INSEAD.

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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