b"CX JOURNALCustomer Experience as a Revolution Customer experience has evolved from reactive service delivery to proactive experience orchestration, fundamentally reshaping how organizations connect with their audiences. In this section of our Intrapreneurship & Innovation Report, we celebrate today's CX leaders. They are intrapreneurs who blend technological innovation with human insight, creating seamless experiences that anticipate needs, exceed expectations, and build lasting relationships in an increasingly connected world where every interaction matters.From Cable Crisis to Customer CareHow the Cable Act of 1992 sparked a decades-long movement that redefined service and shaped Syndeo Institutes legacyBy Rob StoddardIn 1992, Congress defied a Presidential veto to enact one of the most onerous regulatory measures in cables historyThe Cable Television Consumer Protection and Competition Act. Among its interventions, it mandatedLeading the charge was a multimillion dollar commitment historic federal regulation of prices, government-imposedby Cox Communications to establish the worlds only customer service standards, and intrusions into theacademic chair on customer experience at the University marketplace of multichannel video content.of Denver (DU). Next door to DU, visionary leaders of the Spiraling prices played a pivotal role in the Cable Actyoung Cable Center in Denver, with a boost from cable of 1992. Just as damaging was the industrys years-longmarketers, saw an historic opportunity to come to grips shortfall in customer care and service. For four long years,with the industrys customer care quandary. They gave this regulatory fiat stifled industry growth and drovebirth to The Cable Center Customer Care Committee hundreds of millions of dollars of investment offshore.(C5) around 2005.Additionally, when direct broadcast satellite service andAssembling an elite corps of industry customer care telco overbuilds brought competition to cable in theexecutives for twice-annual in-person meetings, mid-1990s, we knew our industry wouldnt survive unlessfrequent conference calls, and ongoing back-channel it could turn around its less-than-stellar performance incommunications, created a rare bond and productive customer care.alchemy among peers. By sharing their immense THE CUSTOMER EXPERIENCEchallenges, workplace victories and defeats, and lessons learned from years in the customer service WAKE-UP CALL trencheswhile shaing those learnings with their own companiesC5 members sparked a turnaround in By the early 2000sas cable systems strained toindustry CX. After decades of intense collaboration, the introduce life-changing new services such as high speedmovement continues to bear fruit today, in our new world internet access, digital phone, and on-demand video of self-installs, near-perfect network performance, industry leaders had begun to grasp the desperate needchatbots that can solve your problems, and artificial intelli-to improve the cable customer experience (CX). gence helping ensure a frictionless customer experience.16"