Michael Auzenne

Residential broadband has a consumer (subscriber) education problem - and it’s shaping how competition actually plays out. Most households don’t buy networks. They buy words. “Fiber-powered.” “Gig speeds.” “Unlimited.” “Free for life.” The challenge is that those words rarely explain what customers actually experience: reliability, upload performance, latency, outage communication, or the true monthly bill. Here’s an uncomfortable question worth asking: Is consumer confusion an unintended byproduct of how broadband is sold - or a structural advantage for providers with the loudest marketing engines? What makes this more interesting is that, in many markets, competing providers are often connected to the same underlying internet backbone infrastructure. The internet itself is largely commoditized upstream. Yet outcomes differ dramatically. Why? Because the real differentiators live downstream: • how the network is engineered and operated • how congestion is managed • how issues are communicated • how customers are supported when something breaks When consumers can’t evaluate those differences, simple promises beat better systems. That’s where customer education becomes a competitive weapon - not as marketing, but as Customer Experience. Providers that win cut through the noise by: • translating technical reality into plain language • showing customers what actually impacts their day-to-day use • setting honest expectations before the sale, not after the install • making performance, transparency, and support visible, not abstract In a crowded broadband market, speed claims blur together. Clarity doesn’t. Education builds trust. Trust compounds. What’s the most confusing or misleading broadband term you hear customers repeat today?

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Holiday robocall (and robotext) scams are still out there, even if overall volume of robocalls has declined. Thanks to KTVU 2 for letting us help educate folks in the SF Bay Area on what to watch out for and how to protect themselves.

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Big things are coming for Alaska internet. Our partnership with Harmonic puts GCI customers at the center, delivering faster speeds, stronger reliability, and a future-ready network that will keep Alaska connected for decades to come. DOCSIS 4.0 provides the foundation.

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Yes, broadband has joined the AI chat. A real treat to be with Brody Mullins and David Castagnetti Inside Influence podcast. Big thanks to them! An opportunity to talk AI and broadband, permitting reform, modernizing our nation’s networks to keep people safer and more connected, and more. Come for the policy talk, stay for what I sold as a Madison Square Garden vendor in high school… Be part of the full discussion on YouTube: https://lnkd.in/eYx5A32U

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Great reporting from Doug Adams on the problematic micro-management of this grant program by NTIA. Once envisioned as a “decentralized” program in which the federal Government recognized the states know their own markets better than a DC bureaucrat, BEAD is now looking more and more like a badly run reverse auction. This needs to be stopped.

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Your strategy isn’t broken—your communication climate is. EI Systems Lab™ 彡 helps COOs & CHROs: ✅ Make emotional patterns visible ✅ Rebuild feedback fluency ✅ Align operating rhythm Result → Faster decisions, tighter handoffs, stronger safety. 📑 Download the Executive Brief (PDF) https://lnkd.in/eCmQvgBq #CHRO #COO #Manufacturing #FinancialServices #EISystemsLab #Healthcare #Technology #Hospitality #Energy #Power –––––––––––––––––––––––––––––––––––––– Part of the EI Systems Lab™ 彡 | KPI Synchronization™ Framework © 2025 Carlos Raposo Coaching LLC · All Rights Reserved

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National City is entering a strong period of growth — from waterfront redevelopment to new housing and education investments in one of San Diego County’s most densely populated communities. At Cox Communications , we’re committed to expanding the digital infrastructure that ensures every resident can benefit from this progress. And I’m grateful for fellow #SanDiego leaders like Karen Azhocar McManus, of National City Chamber of Commerce, who recognizes the need for reliable, affordable broadband as she describes in her op-ed for Star News Group. https://lnkd.in/gYCj_v6q #DigitalOpportunity #NationalCity

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The Complexity of Social Networks Hello Social networks are computer programs that connect people via the Internet (messaging, etc.) who, initially, have little common experience. Some networks encourage the sharing of experiences and, more generally, human contact; to this end, algorithms match potential partners, particularly through artificial intelligence. You have difficulty finding connections, friends, and partners on your own, and you end up projecting a communications expert who is looking for you for their own project, not necessarily yours. The entire range of assessments is available... Of course, it is the richness of your computer profile that is the primary reason for your favor with others through the network, who may eventually gain notoriety thanks to you, or earn financial resources. The network is a set of "profiles" from which you can draw, taking into account a certain distance and, of course, your consent. If you have contacted different correspondents, the algorithm learns your tastes based on the succession of your choices: the recent or distant past can be taken into account, while your immediate choice corresponds to the present of your relationship with the network thanks to AI. This relationship also depends on a political and social context (weekend, day off, correspondents' time difference, vacations, etc., time of day, collective anxiety or celebration after a tense military situation, leading to a détente). Network activity is therefore a kind of real-time weather forecast of a population's taste for communication. It is therefore through statistics and probabilistic tools that we can enrich our vision of others, thanks to the network. Thank you and have a good lily-of-the-valley season on this May 25th, with beautiful sunshine and summer temperatures. Best regards, Eric Umdenstock

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