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Charter Communications Product

To connect customers to superior broadband experiences by pioneering the next generation of integrated telecommunications services.

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To connect customers to superior broadband experiences by pioneering the next generation of integrated telecommunications services.

Strengths

  • INFRASTRUCTURE: Massive hybrid fiber-coaxial network reaching 56M homes
  • SCALE: Second largest broadband provider with 30.6M customer base
  • BUNDLE: Strong triple-play offerings drive 46% take rate on multiple
  • SPECTRUM: Robust mobile offering growing at 37% YoY (Q4 2023)
  • PRICING: Superior price-to-performance ratio vs fiber competitors

Weaknesses

  • FIBER: Legacy coax infrastructure limits symmetrical speed potential
  • COMPETITION: Increased fiber overbuild in 40% of footprint markets
  • CHURN: Higher disconnect rates in mobile-only households vs bundled
  • EXPERIENCE: Customer satisfaction scores lag behind fiber providers
  • INNOVATION: Product development cycles slower than tech competitors

Opportunities

  • RURAL: Federal BEAD program unlocks $42.5B for underserved markets
  • SPECTRUM: CBRS and C-band spectrum assets enable wireless expansion
  • ENTERPRISE: Only 18% market share in commercial segment vs potential
  • CONVERGENCE: Multi-product households show 40% lower churn rates
  • STREAMING: Video partnership integrations offset traditional TV loss

Threats

  • FIBER: AT&T, Verizon, and regional providers accelerating buildouts
  • WIRELESS: T-Mobile and Verizon fixed wireless targeting broadband
  • REGULATION: Net neutrality revival could impact network management
  • SATELLITE: LEO constellations like Starlink targeting rural markets
  • BUNDLING: Content providers developing direct-to-consumer solutions

Key Priorities

  • CONVERGENCE: Accelerate quad-play bundling strategy to reduce churn
  • EXPERIENCE: Redesign digital platform to improve self-service path
  • PERFORMANCE: Deploy DOCSIS 4.0 to achieve multi-gig symmetrical
  • EXPANSION: Leverage BEAD funding to extend network to rural markets
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To connect customers to superior broadband experiences by pioneering the next generation of integrated telecommunications services.

DEFEND & GROW

Strengthen our market position against fiber competitors

  • PERFORMANCE: Deploy DOCSIS 4.0 to 25% of footprint enabling 5Gbps down/1Gbps up by Q4
  • BUNDLING: Increase multi-product household penetration from 46% to 52% through new package designs
  • ACQUISITION: Launch targeted conquest campaign in fiber overbuild areas to maintain 65% win share
  • RETENTION: Implement predictive churn model reducing broadband disconnect rate by 15% in pilot markets
ELEVATE EXPERIENCE

Deliver frictionless digital-first customer journeys

  • PLATFORM: Redesign customer self-service portal increasing digital transaction completion rate to 85%
  • AUTOMATION: Deploy conversational AI to handle 60% of customer care interactions without human intervention
  • PERSONALIZATION: Implement recommendation engine driving 12% increase in product upsell conversion
  • MEASUREMENT: Establish real-time NPS tracking system achieving +10pt improvement in digital experience
EXPAND HORIZONS

Unlock new growth vectors beyond our core business

  • RURAL: Secure BEAD funding for at least 250K new passings across 5 underserved states by end of Q3
  • ENTERPRISE: Increase SMB and mid-market penetration from 18% to 22% through new product bundles
  • INNOVATION: Launch home security and IoT management platform with 50K beta customers by Q3
  • PARTNERSHIP: Establish two strategic content partnerships increasing streaming value proposition
OPTIMIZE SYSTEMS

Transform technology foundation for future capabilities

  • INTELLIGENCE: Deploy unified data platform connecting 8 previously siloed systems for AI applications
  • AUTOMATION: Implement predictive network management reducing service-impacting incidents by 30%
  • EFFICIENCY: Launch AI-driven field service optimization reducing truck rolls by 20% and costs by $15M
  • ARCHITECTURE: Migrate 40% of customer-facing applications to cloud-native microservices architecture
METRICS
  • Customer Relationship Growth: 2.5% year-over-year increase
  • Multi-Product Household Rate: 52% (from current 46%)
  • Digital Channel Resolution Rate: 85% completion without calls
VALUES
  • Customers First
  • Drive Growth
  • Embrace Change
  • Perform with Excellence
  • Respect and Invest in People
Charter Communications logo
Align the learnings

Charter Communications Product Retrospective

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To connect customers to superior broadband experiences by pioneering the next generation of integrated telecommunications services.

What Went Well

  • MOBILE: Spectrum Mobile net adds of 459K in Q4, surpassing estimates
  • CONVERGENCE: Multi-product households grew by 4.3%, driving lower churn
  • INFRASTRUCTURE: Successfully launched 2-gig service to 75% of footprint
  • FINANCIAL: Generated $13.7B in consolidated free cash flow for 2023

Not So Well

  • BROADBAND: Residential net adds decreased by 61K in Q4, missing targets
  • VIDEO: Lost 257K video subscribers in Q4, higher than projected erosion
  • BUSINESS: SMB customer growth of only 1.1%, below market expectations
  • COMPETITION: Increased rate of competitive overbuilding in core markets

Learnings

  • BUNDLING: Mobile attachment rate directly correlates to broadband churn
  • PRICING: Value-based segmentation outperformed uniform pricing strategy
  • RETENTION: Proactive network quality alerts reduced unnecessary calls
  • EXPERIENCE: Self-service adoption highest among multi-product customers

Action Items

  • PRODUCT: Accelerate DOCSIS 4.0 deployment to counter fiber competition
  • EXPERIENCE: Overhaul digital account management platform by end of Q3
  • CONVERGENCE: Launch enhanced quad-play promotion targeting new movers
  • RETENTION: Implement AI-based retention model to predict at-risk subs
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To connect customers to superior broadband experiences by pioneering the next generation of integrated telecommunications services.

Strengths

  • DATA: Extensive customer usage data across 30M+ relationships
  • NETWORKS: Ability to deploy AI/ML for intelligent network management
  • INFRASTRUCTURE: Proprietary CDN capabilities for edge computing
  • INTELLIGENCE: Advanced video search and recommendation systems
  • AUTOMATION: Established customer service automation workflows

Weaknesses

  • TALENT: Limited AI/ML specialized talent compared to tech companies
  • INTEGRATION: Siloed data systems inhibit unified AI applications
  • LEGACY: Older BSS/OSS systems not designed for modern AI workloads
  • CULTURE: Traditional telco mindset slows AI-driven innovation
  • GOVERNANCE: Underdeveloped frameworks for responsible AI deployment

Opportunities

  • PERSONALIZATION: AI-driven recommendations could lift ARPU by 15%+
  • OPTIMIZATION: Predictive network management to reduce outages 30%
  • RETENTION: Churn prediction models show potential 25% improvement
  • EXPERIENCE: Conversational AI could handle 70% of customer queries
  • EFFICIENCY: Field operations optimization to reduce truck rolls 20%

Threats

  • COMPETITION: Tech giants leveraging superior AI capabilities
  • PRIVACY: Increasing regulatory scrutiny on data usage and AI bias
  • SECURITY: AI-powered threats targeting telecom infrastructure
  • EXPERTISE: Talent war for AI specialists with domain knowledge
  • ADOPTION: Customer resistance to AI-driven service interactions

Key Priorities

  • EXPERIENCE: Develop unified AI platform for omnichannel support
  • INTELLIGENCE: Deploy predictive analytics for network optimization
  • PERSONALIZATION: Create recommendation engine for service upsells
  • EFFICIENCY: Implement AI field service routing and appointment