Ashland, MA, January 4, 2017OnProcess Technology, a global pioneer in service supply chain management and optimization, today announced that Karen Kosh, its VP of Broadband and Mobility, will be speaking at Parks Associates’ CONNECTIONS™ Summit at CES® 2017, taking place January 5 in Las Vegas. Kosh will participate in the session “IoT: Support Services and Managing the Experience” at 2:30pm.

According to Parks Associates research, nearly 20% of U.S. broadband households own a smart home device. The panel session, moderated by Patricia Samuels, Senior Analyst, Parks Associates, will examine new opportunities for service providers to holistically manage the connected consumer experience.

“The more you tailor customer support, the happier and more loyal your customers will be. Yet, one of the biggest mistakes connected vendors make is providing largely blanket-level support. They may leverage log files to determine why devices don’t work, but most don’t factor in other critical customer-oriented factors, such as how long the person owned the device, when it was activated, and whether and how often the customer leveraged self-help tools, initiated chats or called your help line,” said Kosh. “I look forward to discussing how to design an IoT experience that leverages advanced analytics to deliver a personalized, frictionless and superior support that doesn’t break your bank.”

“Privacy, interoperability, and value are key issues the industry needs to address in order to advance the growth of the connected home. Consumers must clearly see the personal benefit of connected products and services today, and they must believe that the chosen vendor will provide them with additional benefits down the road,” said Stuart Sikes, President, Parks Associates. “We are excited to hear from OnProcess Technology about their contributions in this evolving ecosystem.”

CONNECTIONS™ Summit, held at the Venetian Hotel in Las Vegas, features groundbreaking research and expert analysis on connected devices and IoT, data privacy and security, monetization strategies, and partnerships and technology integration for IoT products and services. Sessions will address connected devices, connected health services in the smart home, IoT and smart home technologies, and consumer tech support. The event also offers networking opportunities with the leading analysts and senior executives in the connected home and IoT industries. To register, go to

About OnProcess Technology
OnProcess Technology is a managed services provider specializing in complex, global service supply chain operations – the flow of people, parts and services following the sale of a product. The company’s deep expertise, purpose-built technology delivery and embedded, analytics-based process improvement, enable clients to quickly optimize and scale operations, grow revenue and profitability, and deliver superior customer experiences. OnProcess provides services in 23 languages and operates in six global facilities, including its Massachusetts headquarters and facilities in Maine, Costa Rica, India and Bulgaria.


Press contact:
Janice Bedsole
Bedsole & Company