ISPAMERICA 2026 Recap: AI Customer Experience and ISP Collaboration

ISPAMERICA 2026, hosted by WISPA, brought the broadband community together for sessions on AI-driven customer experience and the operator conversations shaping the future of ISPs. Here is what stood out, and why this gathering still matters.

WISPA's ISPAMERICA filled my cup last week.

After spending several days in Atlanta surrounded by the broadband community, I'm reminded why this event continues to be such an important gathering for our industry. It's not just about sessions, booths, or product demos. It's about the people, customers, partners, long-time trade show friends, and the new connections you make along the way.

Those human moments are what keep many of us coming back year after year.

AI Customer Experience: Conversations That Move ISPs Forward

One of the highlights of the week for me was the opportunity to speak alongside Andrii Konovalenko from QueSee AI about Hyper-Personalized Customer Journeys: Experience at Scale.

The conversation centered on something many ISPs are actively exploring: how automation and AI-assisted agents can help create customer experiences that feel personal, responsive, and proactive.

We talked about how providers are beginning to:

Improve onboarding experiences for new subscribers

Reduce repeat support contacts

Increase first-call resolution

Communicate proactively with customers before issues escalate

What struck me most during the session was how practical the conversation felt. AI can sometimes sound abstract or futuristic, but the reality is that many ISPs are already implementing these tools in ways that make daily operations smoother for both customers and support teams.

And when technology actually makes life easier, for employees and subscribers alike, that's when you know you're moving in the right direction.

The Power of Conversations Outside the Conference Room

Another highlight was the customer Happy Hour that Sonar Software co-hosted with QueSee AI, GOCare, and Avalara.

The room was full, but more importantly, the conversations were even better.

Some of the most valuable insights don't happen in formal sessions or slide decks. They happen during relaxed conversations, the kind where people share what's really working, what isn't, and what they're trying next. Events like these create space for those moments.

You hear real stories from operators running networks in communities across the country. You learn how different teams are solving similar challenges. And often, you leave with ideas you wouldn't have discovered anywhere else. It's a reminder that this industry continues to thrive because it's collaborative.

Celebrating Leadership in the Broadband Industry

I also had the privilege of welcoming Emily Lampkin for the final session in the [Women of WISPA (WoW) Leaders Series](https://www.wispaevents.org/ispamerica2026/session/3802107/women-of-wispa-women-leaders-series), co-hosted by Preseem (by Aterlo Networks) and Sonar.

Emily's new book, Duct Tape and White Lies, launched this week, and it was an honor to help celebrate that milestone with her.

The three-part WoW Leaders Series has been an incredible experience, bringing together voices and perspectives that highlight the leadership shaping the future of broadband. I hope everyone who attended continues the conversation with Emily and keeps supporting the work she's doing.

Moments like these reinforce something important: leadership in this industry takes many forms, and sharing those stories matters.

The In-Between Moments Matter Most

Beyond the scheduled sessions and events, some of the most meaningful parts of the week were the quieter conversations in between, like catching up with customers, talking through new ideas with partners and comparing notes with colleagues across the industry. These kinds of conversations, and many more, remind me why the broadband space remains so collaborative and resilient.

Everyone is navigating challenges. Scaling operations, supporting growing customer bases, adopting new technologies, but the willingness to share lessons and ideas is what keeps the industry moving forward.

A Flight Home That Put Things in Perspective

And then there was the flight home.

We circled.
And circled.
And circled some more.

Weather prevented us from landing in Dallas, so we eventually diverted to Oklahoma City. As frustrating as travel delays can be, it also struck me how similar that experience is to the work many of us do every day.

Our industry is similar. We identify a problem, deploy a solution, encounter a new challenge, rethink the approach, pivot again. Sometimes we even divert for a while, before eventually reaching the destination. It's a cycle that every operator, technologist, and industry leader understands.

And that's part of what makes events like ISPAMERICA so valuable. They give us a moment to step back, reset our perspective, and learn from the journeys others are taking as well.

Leaving Energized for What Comes Next

By the end of the week, I was definitely tired - conferences have a way of doing that.

But more than anything, I felt energized, and grateful for the conversations and collaboration. I'm grateful for the community that continues to push this industry forward.

The broadband space is full of smart, dedicated people who care deeply about connecting communities and improving the experiences of the customers they serve.

And when we come together to share ideas, challenge assumptions, and learn from one another, the entire industry benefits.

Until next time.

Frequently Asked Questions

What is ISPAMERICA?
ISPAMERICA is a broadband industry event hosted by WISPA that brings together ISPs, partners, and operators for sessions, networking, and conversations about the future of broadband.

How are ISPs using AI to improve customer experience?
Many ISPs are using automation and AI-assisted agents to make customer experiences feel personal and proactive, improving onboarding for new subscribers, reducing repeat support contacts, increasing first-call resolution, and communicating before issues escalate.

What did Sonar Software do at ISPAMERICA 2026?
Sonar Software co-hosted a customer Happy Hour with QueSee AI, GOCare, and Avalara, and co-hosted the final Women of WISPA Leaders Series session alongside Preseem.