Weekly output: 5G hype vs. reality, customer-experience optimization, East Coast startups, customer support, digital marketing

TOKYO–It’s been an interesting 36 hours of travel. Saturday morning, I was supposed to fly to Tokyo for the CEATEC tech trade show*, but Typhoon Hagibis led United to cancel every Tokyo-bound flight from the U.S.–the last one being a San Francisco departure that went off the board after I’d flown halfway across the U.S. An exceptionally resourceful United Club agent at SFO grabbed the last Economy Plus seat on the next flight to Shanghai, and further rebooking turned a Tuesday-morning redeye from there to Tokyo into connecting flights Monday afternoon that got me here in time for dinner, more or less.

* CEATEC’s organizers are covering travel costs for me and a handful of other U.S. tech journalists, a first-time effort to get more international attention for that event. I will note that in anything I write about this trip.

10/7/2019: 5G is mostly hype so far, Yahoo Finance

I wrote up my mostly-unimpressive experiences with a Sprint 5G hotspot and phone (something Patreon subscribers got an early look at last month), then observed that the 5G rollouts at AT&T, T-Mobile and Verizon are far more vaporous so far.

10/8/2019: Building an Optimization Strategy with Personalization and Experimentation, Ascent

In the first of four panels I did at this New York startup conference, I interviewed Optimizely chief marketing officer Carl Tsukahara about how companies try and sometimes fail to tweak their customer experiences to keep customers around for the long term.

10/8/2019: How to Leverage the East Coast Startup Ecosystem, Ascent

I led a panel with Google Cloud startup lead Tejpaul Bhatia and Hubspot corporate-development manager Brandon Greer about what makes the Right Coast different from the Bay Area. One thing that came up often: We’re more likely to run into each other on sidewalks and subways.

10/8/2019: Walking the Tightrope of Rising Customer Expectations, Ascent

I expected an interview at a startup conference with a guy who works for a customer-support company–Zendesk CMO Jeff Titterton–would lead to a lot of support questions from Zendesk customers in the audience. Instead, we only got one.

10/8/2019: Customer Experience in Digital Marketing, Ascent

My last panel featured iFolio president and CEO Jean Marie Richardson, Chargify marketing v.p. Gary Amaral, and Babbel U.S. CEO Julie Hansen. We got a little loopy, which seems only fair for the penultimate panel before the reception that closes the conference.

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Weekly output: 5G in rural areas, Twitter dissent in Egypt, Twitter account suspensions

My second-shortest business trip of this year let me add yet another airport to the list of 90-plus that I’ve used. At some point, I should post that avgeek list here, because some of those airports are a tad unusual.

9/17/2019: Don’t You 4G About Me: 5G’s Prospects in Rural Areas, CCA Annual Convention

This breakfast panel, sponsored by FierceWireless, featured T-Mobile senior director for engineering and technology policy John Hunter, C Spire chief innovation officer Craig Sparks, Ericsson vice president and chief technology officer for regional carriers GS Sickand, and Strategy Analytics director of service provider strategies Susan Welsh de Grimaldo. Fierce picked up my travel costs, which was especially appreciated after a week after I’d paid to attend and travel to the Online News Association’s rewarding but notoriously monetization-resistant conference.

Speaking of, Patreon backers got an extra post from me there that covered some of my ONA takeaways on issues of disinformation and rebuilding trust in journalism.

9/17/2019: Twitter dissent in Egypt, Al Jazeera

This was not my finest 10 minutes, because I got a question I wasn’t expecting about the alleged erasure of a trending hashtag attacking Egyptian president Abdel Fattah el-Sisi. Coverage I’ve seen of Egyptian Twitter users denouncing their dictatorial leader, including AJ’s English-language reporting, has not mentioned any such erasure, so I had to limit myself to saying that did not make an enormous amount of sense given my understanding of how Twitter works and how Twitter has dealt with authoritarian regimes.

9/20/2019: Twitter suspends thousands of accounts, Alhurra

Another day, another appearance on an Arabic-language news channel. But this time, instead of Qatar’s government supporting the channel it was my own: Alhurra, Arabic for “the free one,” is backed by the U.S. Agency for Global Media, the same government agency behind Voice of America, Radio Free Europe and other news services set up to bring quality reporting to people in unfree countries. They had me on to discuss Twitter booting a new batch of disinformation-minded accounts across the Middle East but also elsewhere. I couldn’t find video of my appearance on their site, but I did find their writeup of this situation.