In the Shadow of Global Competitors: Winning Broadband Retention

Jeremy Graves will be speaking with our clients and friends from OEC Fiber at the NRECA show in San Diego. Rural broadband retention is won or lost long before a member cancels. It happens in the support call after the third reboot, the install follow-up that never happens, the unclear handoff between service and support, and the moment a frustrated member decides whether the co-op still feels like the right provider. This session explores how electric cooperatives can design broadband support models that reduce friction, improve retention, and create more consistent member experiences. Using real-world examples, panelists will discuss how team structure, support workflows, communication standards, and call coaching can turn technical interactions into trust-building moments.