Charter Communications (CHTR) NSR/BCG Global Connectivity Leaders Conference - New York summary

Strategic priorities and growth initiatives

• Focused on returning broadband to growth and expanding converged connectivity, emphasizing customer value and improved service through investments in employees and tools.

• Completing network expansion in 2024 and progressing network evolution, aiming for 50% completion by year-end, to deliver differentiated products and leverage a strong WiFi network.

• Enhancing product bundling, adding value-added services like Invincible WiFi, and driving ARPU growth through higher-value packages and efficiency improvements.

• Driving digitization and automation to improve efficiency without impacting sales or service.

Competitive landscape and market trends

• Fixed wireless competition remains steady, with no significant change in market tension; AT&T has expanded fixed wireless in several markets.

• Maintains higher market share than fiber competitors in mature markets due to incumbency, product differentiation, and customer service focus.

• No discernible impact from Starlink on current trends, but the situation is being monitored closely.

Leadership and customer experience

• New COO Nick Jeffery brings experience in customer focus and value messaging, aligning with current strategic goals.

• Ongoing efforts to improve NPS scores by addressing historical reputation, pricing transparency, and eliminating minor customer service issues.