8:48 am - we're learning about the dynamic customer care initiatives -- no more "we'll be there between 9am and noon." Technicians and customer care issues will be dynamically routed and placed as calls as Internet requests from customers come in. It's about time.
See slide below:
8:53am - there's mighty heavy talk about digital telephone growth, and how Time Warner digital cable is assisting customer uptake of digital telephone service.
8:56am - ARPU on digital phone services and customer churn are being talked about. ARPU (average revenue per user) is growing in many markets, even in the face of intense competition. See slide shot below:
9:00am - Q&A from the analyst community. First question is what is driving revenue growth, insofar as pieces of the TWX empire. More questions about ARPU growth, and is price wars are causing ARPU ups and downs, and it's not -- it's all about promotions and driving "triple plays" - customer bundles.
9:09am - Are customers needing 100Mbit broadband speeds -- all the time? TWX doubts it, but perhaps on customer demand only. Customers will drive the company to what it delivers.
9:12am - An analyst mentions that the recent JD Powers customer satisfaction gap between customer service within the DBS (satellite TV) and wired cable being at a seven-year low, and that satellite TV customer satisfaction is smearing traditional cable companies. The response revolves around that TWX's cable customer service "will be improved" -- although there is no mention on how TWX is going to catch satellite insofar as customer satisfaction.
9:15am - Q&A ends and presentation concludes for the time being -- but will be resuming shortly. We'll be adding a little more oomph to this post as the TWX investors day webcast continues this morning. Stay tuned!
9:38am - webcast is resuming...
9:40am - Time-Warner's CTO, Mike Lajoy, starts presenting. He's talking first about "managing technology". The hybrid fiber-coax network is first up at bat.
9:46am - Mike's talking about the history of the fiber buildout Time Warner has built and how it is tying into the existing coax network -- the fiber-coax hybrid network.
9:51am - Mike is talking about how analog video still makes up 75% of the Time Warner spectrum, while all digital services take up only 25% of the spectrum. But, people won't just stop using analog TVs -- so Time Warner has a plan to support all those millions of TVs and customers -- and more importantly, all the high-speed broadband customers that are visting millions of websites per day, but using only a small amount of the hybrid fiber-coax network Time Warner operates. Mike alludes to the network being designed over time for this purpose.
9:56am - Mike is talking about how present and future customer demand is playing a huge part in network planning, and the switch -- over time -- from analog to digital within all content. See screen shot below.
10:00am - Mike is finishing his piece of the presentation and is taking questions. Several questions revolve around customer service, and how the technical team for digital cable and phone prepare for outages and customer escalations on a somewhat-mass scale.
8:53am - there's mighty heavy talk about digital telephone growth, and how Time Warner digital cable is assisting customer uptake of digital telephone service.
8:56am - ARPU on digital phone services and customer churn are being talked about. ARPU (average revenue per user) is growing in many markets, even in the face of intense competition. See slide shot below:
9:00am - Q&A from the analyst community. First question is what is driving revenue growth, insofar as pieces of the TWX empire. More questions about ARPU growth, and is price wars are causing ARPU ups and downs, and it's not -- it's all about promotions and driving "triple plays" - customer bundles.
9:09am - Are customers needing 100Mbit broadband speeds -- all the time? TWX doubts it, but perhaps on customer demand only. Customers will drive the company to what it delivers.
9:12am - An analyst mentions that the recent JD Powers customer satisfaction gap between customer service within the DBS (satellite TV) and wired cable being at a seven-year low, and that satellite TV customer satisfaction is smearing traditional cable companies. The response revolves around that TWX's cable customer service "will be improved" -- although there is no mention on how TWX is going to catch satellite insofar as customer satisfaction.
9:15am - Q&A ends and presentation concludes for the time being -- but will be resuming shortly. We'll be adding a little more oomph to this post as the TWX investors day webcast continues this morning. Stay tuned!
9:38am - webcast is resuming...
9:40am - Time-Warner's CTO, Mike Lajoy, starts presenting. He's talking first about "managing technology". The hybrid fiber-coax network is first up at bat.
9:46am - Mike's talking about the history of the fiber buildout Time Warner has built and how it is tying into the existing coax network -- the fiber-coax hybrid network.
9:51am - Mike is talking about how analog video still makes up 75% of the Time Warner spectrum, while all digital services take up only 25% of the spectrum. But, people won't just stop using analog TVs -- so Time Warner has a plan to support all those millions of TVs and customers -- and more importantly, all the high-speed broadband customers that are visting millions of websites per day, but using only a small amount of the hybrid fiber-coax network Time Warner operates. Mike alludes to the network being designed over time for this purpose.
9:56am - Mike is talking about how present and future customer demand is playing a huge part in network planning, and the switch -- over time -- from analog to digital within all content. See screen shot below.
10:00am - Mike is finishing his piece of the presentation and is taking questions. Several questions revolve around customer service, and how the technical team for digital cable and phone prepare for outages and customer escalations on a somewhat-mass scale.
Closing Bell: When We All Love the PIIGS (NBG, SQNM, PG, ERTS, KO)
Serious Money: Cheapest Stocks List Shrinks from 26 to 21
Chasing Value: Hasbro Earnings Makes My Point
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