Cablefax The Magazine - September 2010 - 25

business analysis, planning or
risk assessment. Hundreds of
lawyers can write a great legal
brief, but not nearly enough
can balance legal answers
with a company's business
reality and risk tolerance. As
many of us in cable also are
responsible for business development,
having this knowledge
is crucial to the success
and growth of our companies.
member brings years of local
experience (she was a Cox
GM) to her corporate post.
3 Ways Cable Can Improve
Customer Service: " Think
more broadly about what customer
service is. Recognize
traditional customer service is
only foundational to ensuring
that customers remain loyal,
committed and profitable....
Two, become very strategic
about how we weave together
great products and a superior
experience throughout the
many stages of a customer's
life cycle...Three, invite the
customer into every decision.
Allow them to shape what we
do in serving them, but also in
sales and marketing. "
69. Sebastian Trujillo
SVP and Operating Manager,
Galavisión Network
Trujillo's been running programming,
operations and
production for the network
since April '08.
On Improving, Growing:
" In today's fragmented media
environment, the challenge is
not only to provide our loyal audience
with the best product via
existing platforms, but to deliver
engaging content that goes
beyond traditional TV viewing.
One opportunity is through
targeted interactive initiatives;
another is by working closely
with our distribution partners on
non-linear offerings. "
with a one-two punch against
the toughest competition. "
72. Anand Kini
SVP, Financial Analysis &
Planning, Comcast Cable
The Harvard MBA assesses
trends, prepares forecasts,
3-year plans and budgets.
Is Cable Recession-Proof?
" No business is truly recessionproof.
However, despite a
challenging economy, cable
continues to deliver solid financial
results. It generated 24%
free cash flow growth in '09
and stocks have outperformed
the market by 20% in '10.
Cable's ability to offer compelling
value... drives its resiliency. "
71. Jatin Desai
CTO, itaas
70. Kimberly Edmunds
SVP, Customer Operations,
Cox Communications
The Betsy Magness grad
and new Cable Center board
CableFAX: The Magazine
The Atlanta-based interactive
TV provider has racked up
big EBIF wins with Comcast
thanks to Desai's businessminded
engineering solutions.
Top Technologies: " I am
most excited about technologies
like DOCSIS 3.0, MoCA
2.0, which increase bandwidth
for consumers. Adding
bandwidth will enable service
providers to offer truly innovative
interactive services in
addition to more content and
better connectivity. Consumers
will benefit from the new
services that the extra bandwidth
will allow, getting us
closer to the holy grail of any
content, anywhere, anytime.
The extra bandwidth, when
combined with EBIF, tru2way
and beyond can provide cable
September 2010
74. Tina Waters
SVP, Human Performance for
Customer Ops, Comcast
Waters strategizes on recruitment,
retention, recognition
and development for 50K+
customer care workers.
Her Priorities: " To help our
employees focus on delivering
a consistently superior
customer experience, we're:
1. Acquiring the Best Talent.
We've launched a pre-employment
screening tool for Customer
Care that's based on
core competencies...2. Engaging
& Motivating Talent. We're
developing supervisors so
they're able to focus at least
60% of their time coaching
frontline teams. 3. Maximizing
Performance. We're...focusing
on setting clear goals.... "
73. Janet Han
Vissering
SVP, Program Development,
Global Wild, NGCI
Talk about diversity, the 250+
hours of original programming
Vissering commissions yearly
runs in 166 countries.
Gut Check on Global
Programming: " Programs
need to transcend language
and cultural barriers. The best
way to do this is to focus on
finding programs with strong
stories and characters. Having
this foundation will most
always transcend language
and cultural boundaries. "
75. Julie Wurfel
SVP, Strategy & Business
Dev, Scripps Nets Intl
Wurfel's job is tied to Scripps'
belief that global expansion
will become a critical growth
engine. As such, she's among
cable's world travelers.
Travel Tips: " 1. Travel light
(carry-on only = no lost baggage!);
2. Sleeping pills are
your friend; and 3. Exercise as
soon as you land at a destination.
Somewhat cheeky, but I
really live by these principles! "
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Cablefax The Magazine - September 2010

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