I recently had the opportunity to attend portions of Calix’s annual innovation and customer success conference, ConneXions. It was interesting to attend a company’s customer conference, and especially a company that provides B2B products and services. (Calix delivers a broadband platform and managed services to broadband service providers.) It was a treat to attend, both because of the quality of the event and to discover how much their experience aligns and resonates with all of the discussions taking place across the Consortium Membership.
Keynote presentations by CEO Michael Weening and CCO John Durocher spoke to the advancements Calix is making in leveraging Agenic AI to create a seamless experience for the customers of their customers. It was a great example of a company implementing advancing AI technologies to move up the Consortium’s Value Stack.
Level of Trust: Customers must trust that we are protecting their information and acting with their best interests in mind.
- Sitting at breakfast and dinner with Calix customers, they spoke highly about Calix employees: from sales people to support teams. It was interesting to hear that Calix goes out of their way to have customers and employees bring spouses, partners, or guests to the event. Building personal relationships beyond work helps encourage trust between people.
- At the event’s opening reception, the band playing was made up of Calix employees and customers. While this might sound trivial, think about how much trust must be present to invite a group like this to perform for an event of 2500+ people!
Know-Me Factor & Co-Creation Factor: In order to build products and services that create value for customers, we need to know a lot about them and partner with them to create those products and services.
- Throughout the opening, CEO Michael Weening reinforced the theme of “Innovating Together.” He and others talked frequently about Calix’s Leadership Advisory Boards, made up of over 400 customers, where they have detailed discussions about customer needs, challenges, market pressures, and suggestions for Calix. As they announced new products and product roadmaps, customers presented on how they helped shape and influence the development of that product and the impact it is having in their community.
- Like many of our Member companies, partnering doesn’t mean ‘just building a faster horse’ but ensures that our innovations are aligned to the industry we service.
Calix did a great job of emphasizing that customer service and experience is the cornerstone of differentiation for themselves and their customers, and I thoroughly enjoyed my time at the ConneXions conference.
What are some ways you are helping your organization move up the Value Stack? Join us at a Consortium event soon to hear stories from Members.