Supporting the Modern Consumer: Smart Home and Broadband Services

Tuesday, October 19, 2021 | 1 PM CT (2 PM ET / 11 AM PT)

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Co-hosted by RouteThis and Parks Associates

Support services are broadly appealing to consumers — 50% are willing to pay $20/month for a support service.

Support services can create differentiation in smart home and broadband services.

2021 has been a hot year for broadband and smart home, and 2022 will continue this momentum. In Q1 2021, US broadband providers added an estimated 1.6M residential and small business broadband subscriptions – over half of the total additions in both 2018 and 2019. By Q2 2021, adoption of smart home devices topped 36% of US broadband households.

Expansion of these solutions creates challenges in integration, quality of experience, reliability, and in-home connectivity, and even as the hardware market grows more fragmented, consumers turn to ISPs and device manufacturers to support the total in-home experience.


  • Growth of connected devices and new challenges created in Wi-Fi connectivity and the user experience
  • How to differentiate services for consumers through support
  • Interest in add-on networked services
  • Role of Wi-Fi and support services in the home
  • Consumer willingness to pay for support services and Wi-Fi reliability
  • Tools to avoid product returns and subscriber losses


Jason Moore, Co-founder and CEO, RouteThis

Simon Swanepoel, CEO, RocketNet

Jennifer Kent, Vice President, Research, Parks Associates

Jennifer Kent Jennifer Kent, Vice President, Research, Parks Associates
Twitter ID: @JenniferMKent

INDUSTRY EXPERTISE: Connected Health, Connected Home Technologies and Services, Connected Entertainment Products and Services

Jennifer manages the research department and Parks Associates' process for producing high-quality, relevant, and meaningful research. Jennifer also leads and advises on syndicated and custom research projects across all connected consumer verticals and guides questionnaire development for Parks Associates’ extensive consumer analytics survey program. Jennifer is a certified focus group moderator, with training from the Burke Institute.

Jennifer earned her PhD in religion, politics, and society and an MA in church-state studies from Baylor University. She earned her BA in politics from the Catholic University of America in Washington, DC.

Jason Moore Jason Moore, Co-founder and CEO, RouteThis

Jason has over 10 years of experience in all facets of the industry, from silicon engineering to software development to SaaS sales. Prior to founding RouteThis, Jason was CEO of a leading video platform in the early smart home market.

Simon Swanepoel Simon Swanepoel, CEO, RocketNet

Simon Swanepoel is the CEO and founder of RocketNet, one of South Africa's fastest-growing Internet Service Providers, and is one of the country's youngest CEOs. Simon is a natural born leader, visionary, techie, marketer and an entrepreneur all in one, having a love and passion for customer service, the skills he gained to run RocketNet were self-taught and gleaned from being a student of life, and adopts the attitude of "always be learning".

A lover of innovation and technology, Simon is passionate about pioneering with technology and taking consumers on his journey. He believes that South Africa needs leaders that demonstrate innovation, transparency, accountability, openness, environmental sustainability and inclusion. In addition, good governance, accountability, transparency and responsibility need to be demonstrated not just in words, but through actions at a time when our society is weighed down by corruption and self-serving in the public and private sectors with leaders who put their interests and personal concerns above those they were appointed to serve.

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