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ISP Customer Experience: New remote-working environment, increased demand, automation tools: How to rise to customer expectations in 2021

25th March 2021 @ 2:00 pm - 3:30 pm


ISPA is pleased to launch its 2021 ISP Business Model series with a webinar that will continue exploring the business opportunities & challenges facing members.

Join us for our 1st webinar, on 25th March from 2pm to 3.30pm, to discuss the key area of customer experience in an age of increased home working.

The increased reliance on digital connectivity during the pandemic has meant ISPs have often been busier than ever and managing the increased customer demand from home has also brought challenges. From digitalising your customer service department and giving your staff the best secure tools to work remotely, to reinventing your customer journey between self-service portal and human interaction… the customer experience is more than ever a key asset to make you stand out in 2021.

The agenda:


2pm           WELCOME  

2.05pm      PANEL Lessons learnt from the last year and where next in meeting customer demand and service expectations in 2021

  • Meeting unprecedented demand – What new processes and tools implemented by your customer service teams over the last 12 months are here to stay? 
  • Connectivity has been invaluable – Can it help with the move to full fibre and how much people are prepared to pay for their connectivity? Should the last 12 months inform planned fibre build?
  • Beyond the pipe – How to educate the customers, manage their expectations and monetise this?
  • Impact on the business market – With home working here to stay and people using their consumer connections, what impact will this have on B2B providers?  

ChairAndrew Kernahan, Head of Public Affairs, ISPA UK

  • Atif Ahmed, Head of Digital Product, BT 
  • Michael Maltby, CEO, Jurassic Fibre
  • Steve Leighton, CEO, Voneus
  • Jon Perkins, Director of Strategy, Zen Internet

2.40pm      DISCUSSIONDriving operational & commercial value from in-home Wi-Fi 

  • What is the best way for providers to monetise in-home WiFi and capitalise on the opportunity in 2021?
  • How can you use the data generated to understand your customers better?
  • Is there an education piece to make customers better aware?

Chair: Finbarr Goode Begley, Senior Research Analyst, Cavell Group 

  • Shan Eisenberg, Chief Commercial Officer, Netgem 
  • Niall Robinson, Head of Global Channel Partners, Plume 
  • John Irvine, CEO, WightFibre

3pm           THE LEGAL ANGLEHandling your customer data in a secure and privacy compliant way in the new remote-working environment

ChairAndrew Kernahan, Head of Public Affairs, ISPA UK

  • Anne Todd, Senior Solicitor, Macfarlanes LLP 


How many new people have you met since you have been working from home? Stay a bit longer with us and meet your peers thanks to the one-on-one networking option of the Hopin platform. 

Book your seat today here

The series supporters


25th March 2021
2:00 pm - 3:30 pm
Event Categories:


Virtual webinar