Liad Churchill, Head of Brand Communications
Author Posts
Telecom Revenue Leakage: Why 42% Buy Home Network Equipment Elsewhere
When a customer buys a mesh extender from an online retailer, their broadband provider misses an equipment sale within a household it already serves.
Visual Field Service Fleet Management: What GPS Can’t See
Field service fleet management has become much more data-driven. Fleet leaders can see where vehicles are, how routes are performing, whether drivers are speeding, how
Field Service Revenue Starts When Customers Can See the Problem
For years, field service has been managed as a cost to control. Reduce truck rolls. Shorten visits. Improve technician utilization. Close the job as
Who Owns the Smart Home? Why No One Has Won the Connected Home Yet
A connected home may include an Amazon speaker, an Apple phone, a Google thermostat, a Samsung television, a third-party security camera, and a router supplied
From Connectivity Provider to Home Technology Partner: The New Growth Play for Regional ISPs
A subscriber installs a new smart camera. The setup works for a few days, then the camera starts disconnecting. Another customer buys a video doorbell,
Why the Connected Home Ecosystem Has Outgrown Device-by-Device Support
A customer buys a video doorbell because they want to see who is at the front door. A few months later, they add an indoor
The Rise of Care Plans for Life-Safety Devices in Home Security
For years, the smart home was marketed around convenience. Consumers could adjust a thermostat from the couch, check a camera from work, turn lights on
The Shift to AI Proactive Customer Service
For years, proactive customer service has been a top priority. Most organizations claim to be moving in that direction, and many have already introduced alerts,
Trends in Home Builder Customer Service: How Support Is Becoming Part of the Home Experience
For home builders, some of the most important customer service moments begin after the home is technically complete. That is when the homeowner starts using
5 Ways Home Security Brands Are Improving Customer Experience with AI
Home security brands used to compete mainly on monitoring, equipment, installation, and response time. Those still matter, but they no longer define the full customer
Onshore vs Offshore Call Centers: Why Location Doesn’t Fix Customer Service
At its March Open Meeting, the FCC introduced new proposals aimed at limiting the use of overseas call centers and improving customer experience. The discussion
