Buffering

This week on Buffering, Gabe and Zack are joined by Frank Ploumen, SVP of Product Line Leadership at Calix, to unpack a growing risk in today’s AI race: “AI orphans.” As service providers accelerate experimentation, many are deploying isolated AI solutions that deliver short term wins but fail to scale, integrate, or sustain long term value. Frank shares why this pattern is emerging, how it mirrors past technology cycles like IoT, and what it means for the future of telecom.Join Frank, Gabe, and Zack as they explore how providers can move beyond fragmented point solutions toward cohesive, end to end AI strategies. From orchestration and governance to seamless customer experiences and click to buy journeys, this episode breaks down what it takes to design AI that actually drives business outcomes and avoids becoming tomorrow’s technical debt.

This week on Buffering, we welcome back Jon Picoult, founder of Watermark Consulting and author of From Impressed to Obsessed, to break down the real business impact of customer experience. With nearly two decades of data from his firm’s Customer Experience ROI Study, Jon shares why companies that win on experience don’t just earn loyalty, they dramatically outperform the market. From a 7.8x return advantage over laggards to hundreds of percentage points of outperformance vs. the S&P 500, this episode unpacks why CX is no longer a “nice-to-have,” but a proven growth strategy.Join Jon, Gabe, and Zack as they explore what actually drives those results, how to convince skeptical leaders that CX pays off, and what it takes to evolve from a traditional service provider into a true experience-driven business. Plus, they discuss how these insights apply beyond public companies, especially for broadband providers looking to increase ARPU, reduce churn, and build lasting customer relationships.

This week on Buffering, we are talking about Amazon making their boldest move yet in the connectivity space with a $12 billion acquisition of Globalstar, and why communication service providers need to pay attention. Join Zack and Gabe as we discuss the “good enough” experience that’s winning over subscribers, the ease-of-purchase advantage tech giants have, and more as we explore why competing on specs alone is a losing game, and how CSPs can take action today to protect their markets and grow customer loyalty.

This week on Buffering, we are exploring what it actually looks like to build with AI, not just talk about it. Join Zack and Gabe as we kick things off with a quick run through the latest AI news and some hot takes, then move into what we’ve actually been building over the past couple of weeks, and how fast ideas are turning into working tools.Join us as we walk through how we’re using real-world data to recommend better internet plans, how we’re replacing rigid signup quizzes with smarter, more adaptive experiences, and how post-install network data can help us time and shape better customer conversations. We also look at how CXPs show up in AI-driven search—and why that’s becoming just as important as traditional SEO. The big takeaway from this one: the tools are here, the build time is short, and the opportunity is in figuring out what to actually build.

This week on Buffering, Gabe and Zack dive into the critical difference between using AI and actually building with it—and why that distinction is about to define the next generation of high performers. From breaking down why clicking “accept” on a co-pilot suggestion isn’t real AI fluency to sharing real examples of tools they’ve built in hours (instead of paying thousands), they explore how context, curiosity, and a willingness to experiment separate those who will accelerate in their careers from those who will plateau.Along the way, they unpack the evolving AI landscape—from why apps like ChatGPT, Claude, and Gemini still dominate, to how “AI expert” is becoming the next overused resume buzzword (just like “Excel expert”). They also share practical, real-world examples across marketing, sales, and operations, plus a simple call to action: start small, build something repeatable, and make your work visible. Because in this new era, it’s not about asking better prompts—it’s about turning ideas into working tools.

This week on Buffering, we are exploring how the best brands in the world have stopped selling specs and started selling feelings — and what that means for broadband providers still leading with speed tiers and price points. Join Zack and Gabe as we discuss how Apple's new MacBook Neo and Rivian's R2 are rewriting the rules of market positioning, why the utility trap is the silent killer of BSP growth, and how experience-first messaging turns subscribers into advocates.

Are you referring to your service tiers as segmentation? This week on Buffering, we are breaking down why generic marketing and segmentation is killing growth, and how AI can connect siloed data sources with behavioral data to actually move the needle. Join Zack and Gabe as we talk through a challenge to run this week, on how to think about subscribers based on their situation, not their services.

This week on Buffering, we are unpacking an unlikely lesson from McDonalds’s and their attempt to market the “Most McDonald’s burger ever”. If you’re talking about your products and services like a SKU, you may be creating a gap between product management and customer experience that’s impossible to ignore. Join Zack and Gabe as we discuss how your customers aren’t buying architecture, but the experience of a connected, modern home.

This week on Buffering, we are exploring how marketing has entered it’s post-experimental AI era and how the true winners of 2026 are no longer prompt engineers, but system architects. Join Zack and Gabe as we discuss how the early-AI advantage is fading as true differentiation now comes from designing intelligent, integrated ecosystems that turn insight into action in real time.

This week on Buffering, we are joined by Vele Galovski, Regional Vice President of business Transformation and AI Engagements at Calix to unpack what AI transformation really takes, and why so many efforts fail to scale. With more than two decades of experience leading large-scale transformations, Vele brings real-world examples from his book, The Perpetual Innovation Machine, to discuss how organizations can turn AI strategy into measurable business outcomes.

What happens when Broadband Providers can’t compete on speed or technology, when everyone sells the same plans? This week on Buffering, we are joined by Anthony Bortolotto, Managing Director of Infinite Networks to explore what competition looks like inside Australia’s open-access broadband market.Join Anthony, Gabe, and Zack as we share lessons from Australia, where hundreds of providers share the same plans, and how BSPs can avoid becoming a commodity with real-world differentiation.

This week on Buffering, we are joined by Jeannine Lyons, RVP of Success Education at Calix to explore how the broadband industry is evolving, and what it takes to build the workforce of tomorrow.Join Jeannine, Gabe, and Zack as we discuss how education, innovation, and community impact intersect in the world of broadband, and dive into the human side of transformation, the skills the next generation needs, and how technology is becoming the ultimate apprentice.

This week on Buffering, we are exploring how AI is transforming, not replacing, the broadband workforce by reshaping roles from the front lines to the back office. Join Zack and Gabe as we break down how AI can be used as a tool to elevate your organization, allowing humans to focus on empathy and meaningful moments with customers, all in a world where the broadband pipe is a commodity, and your people, are your ultimate differentiator.

This week on Buffering, we are unpacking the hidden crisis of positioning debt, the 18+ month narrative lag that’s quietly eroding your growth. From the shift towards reliability and AI as the new digital gatekeeper, this week we are exploring how outdated messaging and legacy value propositions are failing your subscribers and prospects.Join Zack and Gabe as we break down how BSPs are talking to a customer that no longer exists, and what broadband leaders must do now to realign your narrative with the 2026 market reality.

This week on Buffering, we are joined by Jeff Johnston, Lead Economist at CoBank, to explore the seismic shifts happening across rural America as AI, data centers, and broadband innovation collide. Join Jeff, Gabe, and Zack as we discuss the rise of edge computing and trends reshaping digital infrastructure.

This week on Buffering, we are joined by bestselling author and disruption strategist, Charlene Li for a fast-moving conversation about why speed is the new competitive moat, and how AI is reshaping work at every level. Join Charlene, Gabe, and Zack as we discuss how organizations can navigate employee fears, transform workflows, and move beyond simple prompting to real business impact with AI.

This week on Buffering, we are welcoming back John Durocher, Chief Operations Officer at Calix to break down the moments that defined broadband in 2025, and the expectations shaping the industry in 2026. Join John, Gabe, and Zack as we unpack what’s changed, why it matters, and how customer experience is being redefined in 2026, and what local providers can do to prepare for what’s coming next.

This week on Buffering, we are joined by Amrit Chaudhuri, Chief Marketing Officer at Calix, to discuss how AI is reshaping modern marketing and customer growth, while exploring Amrit’s journey from Engineering to Marketing. Join Amrit, Gabe, and Zack as we unpack lessons on micro-segmentation and how AI can assist and automate across new business models driven by AI platforms.

This week on Buffering, we are exploring how brands can strategically recover (and avoid) the discount trap, as well as the psychological forces at play as consumers shift from deal hunting to genuine brand connections. Join Zack and Gabe as we break down why constant price cuts erode brand value and how deep discounts attract transactional shoppers instead of loyal fans.

This week on Buffering, we dive into how Rivian is transforming the automative experience by blending immersive space with dynamic digital storytelling. Join Zack and Gabe as we explore how Rivian is creating a brand journey that prioritizes emotional connection over traditional sales tactics with a customer-first philosophy.

In this Ping, we are looking to the western sky to ask: “Is your broadband business good, or Wicked?”. Join Zack and Christina as we draw on lessons from Wicked, and explore the two paths facing every service provider, while unmasking the industry’s “Wizard”, and the importance of delivering a trusted subscriber experience as a Broadband Experience Provider.

This week on Buffering, we are joined by Seth Thompson, Sales Manager at Calix, to discuss building a career through content creation, long before the audience shows up. Join Zack, Gabe, and Seth as we break down how creators and professional can grow with consistency, turn small ideas into big moves, and publish content with purpose to grow your network.

This week on Buffering, we are joined by Steve Mammone, President and Co-Founder of getfused to discuss how companies can innovate online, and how AI is reshaping the future of digital sales.Join Zack, Gabe and Steve as we dive deep into the world of e-commerce, with Steve sharing his unique journey from a non-traditional marketing background to founding a leading creative agency, and how companies can build online experiences, with the power of iteration and innovation.

In this Ping, we explore how companies like Tesla and Rivian are transforming automotive service into an effortless, proactive, and convenient experience, shifting brand narratives from transactional relationships to indispensable lifestyle partners that cement loyalty and turn operational excellence into a powerful marketing engine.

This week on Buffering, we are joined by Drew Beverage from 360 Broadband to explore the journey from dial-up internet to cutting-edge AI integrations. Join Zack, Gabe, and Drew as we discuss how 360 Broadband is using AI to transform customer experience and internal operations, as well as the future of personalization at scale in sales and support.

This week on Buffering, we are sharing our favorite moments from ConneXions 2025 and exploring how agentic AI is reshaping the broadband landscape. From moving beyond prompts to securely activate AI agents to utilizing Market Insights for BSP to BXP transformation, join Zack and Gabe as we discuss some of the key-takeaways from ConneXions, and the impact for broadband leaders.

In this ConneXions episode, Join Zack and Gabe as we sit down with Lindsay and Maggie from Nex-Tech to learn how they are redefining what it means to market in the rural broadband space, and how digital marketing, creative strategies, and exceptional customer experiences can make the difference in growing your brand.

In this ConneXions episode, join Zack and Gabe as we sit down with Weston Comfort, RVP of Sales Acceleration at Calix, and Paige Hermes, Business Solutions Manager at SCTelcom to explore how SCTelcom is transforming its culture, breaking bottlenecks, creating data-driven sales processes, and scaling a sales organization without compromising on customer experience.

In this ConneXions episode, join Zack and Gabe as we sit down with Larry Montgomery, Director of Sales at eTex Communications to talk about what it takes to build a winning sales culture in the broadband industry, how the right blend of sales and marketing can transform your business, and how AI can complement your organization, rather than replace.

In this ConneXions episode, join Zack and Gabe as we sit down with Katie and Craig from Elevate Internet to explore how they are redefining what it means to be a Broadband Experience Provider. From launching Legendary Internet to empowering subscribers with self-install options, Elevate is setting a new standard for engagement and experience.

In this ConneXions episode, join Zack and Gabe as we sit down with Laurie to talk about how Cablelynx is moderninizing marketing and building stronger community connections, cutting through the noise of legacy broadband marketing.

This week on Buffering, we’re taking a moment to reflect on a year of Buffering – Powered by Success, to revisit the most memorable moments, guest highlights, and themes that shaped Buffering in 2025. Join Zack and Gabe as we prepare for ConneXions 2025, and share highlights that include everything from customer experience to consumer behavior, to AI.

This week on Buffering, we dive deep into the world of broadband tier naming connections, and explore how Bronze, Silver, and Gold tiers may be holding your brand back. Join Zack and Gabe as we discuss the hidden costs of the “metal standard”, the psychology behind plan names, and how to move beyond generic tiers to build authentic connections with your community.

This week on Buffering, we’re exploring how Google’s Gemini AI is transforming the Chrome browser, making a pivotal shift in digital interaction. Join Zack and Gabe as we discuss actionable strategies for optimizing your content for AI and how you can ensure your message stands out in an agentic, AI-driven world.

In this Ping, we explore how Shop is revolutionizing their customer experience with its frictionless shopping and powerful marketing tools. Join Zack and Gabe as we explore how a personalized Shop is personalizing the checkout process and leveraging post-purchase actions as marketing touchpoints.

This week on Buffering, we are diving into the world of outdated practices that are still haunting broadband service providers, from all-day service appointments to phone-only support, we are exploring the top 10 mistakes that might be ruining your customer experience.

This week on Buffering, we’re taking you on a trip around the globe to explore how international broadband trends are shaping local markets. We’ll be diving into what broadband providers abroad are doing differently, and how North American BSPs can adapt these strategies in your own communities.

This week on Buffering, we are joined by Candy Reim, Vice President of Marketing and Customer Solutions at Midwest Energy & Communications, and Megan Powell, RVP of Success – Broadband Platform at Calix to explore how fiber is the foundation for new revenue streams, and why Market Insights is reshaping how providers benchmark against competitors.Join Candy, Megan, Gabe, and Zack as we discuss the importance of turning insights into action, and action into impact for your business and subscribers.

This week on Buffering, we are diving deep into how your marketing messages are transformed by your customers’ perceptions, while exploring the “silent rewrite” and how buyers will pull your words into their own stories, reshaping your brand’s narrative. Join Zack and Gabe as we uncover the impact of branding missteps, and the importance of aligning your messages with your customers’ personal needs.

This week on Buffering, we are joined by Roger Lewis, Vice President of Product Management & Business Development at GVTC to share his insights on launching new products and services, and the importance of financial analysis, reducing churn, and developing customer profiles.Join Zack and Gabe as we hear Roger’s perspective on the future of the broadband space, and share valuable advice for standing out in a competitive market.

In this Ping, we are diving into the fascinating world of Reddit, often referred to as the Front Page of the Internet to explore how they have become one of the most vibrant online communities, and what that means for marketers. Join Zack and Gabe as we break down what makes Reddit so appealing for brands.

This week on Buffering, we are diving deep in to the intricacies of the customer journey, and breaking down each stage from initial awareness to post-purchase engagement, and the financial impact churn and acquisition can have on your business. Join Zack and Gabe as we share insights on how you can optimize every touchpoint to enhance customer satisfaction and drive loyalty.

This week on Buffering, we are diving deeper into the future of prompting, and what happens when AI no longer needs your input to take action. Join Zack and Gabe as we discuss how AI is already reshaping everyday tasks, and how new developments are already preparing us for a future where AI works proactively and independently.

In this Ping, we are breaking down how Crumbl, the cookie giant, is quietly mastering omnichannel marketing. From social media hype to a sleek mobile app and in-store experience, Crumbl’s strategy is as frosted as their cookies.Join Zack and Gabe as we explore how every brand touchpoint can drive engagement, loyalty, and turn cravings into conversion.

This week on Buffering, we are breaking down the fundamentals of effective AI prompting, and sharing how you can go beyond basic commands to craft precises, strategic inputs that get better results.Whether you’re new to prompting, or looking to sharpen your skills, we’ll cover the key types of prompts, smart structuring tips, and real-world examples tailored for marketers, strategists, and everyday users alike. Let’s turn vague request into vivid results.

This week on Buffering, we are joined by Laurie Ringler from Cablelynx to share her journey in the broadband industry, and the evolution of Cablelynx and their innovative strategies that keep helps them stand out in a crowded market.Laurie also shares her insights into creating a more lively and engaging brand identity, and the impact of simplifying service tiers for both customer satisfaction and internal operations. Tune in to hear Laurie’s insights on marketing, customer experience, and the future of broadband services!

Are your ads leading customers to the right destination, or are your invites to the party getting lost in the mail? In this episode of Buffering, we are joined by Joe Koheygi to unpack why sending traffic to generic pages is killing your conversions, and how targeted, personalized landing pages can transform your campaign results.

What does it really mean to personalize a customer experience—and how often are we just faking it? In this episode of Buffering, we are joined by Cory Munchbach to unpack the difference between meaningful personalization and what Cory calls “personalization theater” while also diving into the power of first-party data, the pitfalls of superficial marketing tactics, and why CMOs and CFOs should be best friends.

If you want to capture Gen Z revenue tomorrow, you need to invest today. Join Zack and Gabe as we discuss the purchase behaviors of Gen Z, and how authenticity, reviews, and discounts can drive their buying decisions. From loyalty apps to one-click checkouts, discover what it takes to turn curious clicks into committed customers for the future.

On this episode of Buffering, we sit down with Gina Shuler from Home Telecom to discuss how they are rewriting the broadband playbook, and turning connectivity, content, and community into a competitive edge.