FBA Presents – Beyond the Drop: Why Field Service Is the New CX Battleground
December 17 @ 2:00 pm - 3:00 pm
Every customer’s first real experience with a fiber brand happens in the field at installation. That interaction can shape satisfaction, referrals and long-term loyalty. Yet many fiber providers still treat field operations as a cost center instead of the frontline of customer experience and scalable growth.
Join CSG and the Fiber Broadband Association as we explore how modern Field Service Management (FSM) systems are transforming installation and repair into powerful CX moments. Learn how automation and AI are optimizing scheduling, routing and technician performance to reduce OPEX, improve NPS and build the foundation for scalable operations whether you’re managing 5 or 5,000 technicians.
What You’ll Learn:
- Why CX, not just connection speed, now drives growth and retention
- Live demo: How AI and automation boost efficiency, reduce truck rolls and speed activation
- Real-world examples of providers improving NPS and ROI through smarter field service
- How connected FSM workflows prepare your business to scale seamlessly as demand grows
Presented by:
- Evan Adkins, Senior Product Manager, CSG
- Brian Clark, Executive Director, Product Management, CSG
