Transformation of broadband commodity product to an experience: Turning Generation-Z users into fans and ambassadors.

Generation Z, born roughly between the mid-1990s and mid-2010s, has distinct expectations from their internet service providers (ISPs). This tech-savvy and digitally connected generation values seamless connectivity, advanced technology, and personalized experiences. Here are some key expectations that Gen Z may have from their ISPs:

High-Speed Internet
1. Gigabit Speeds:
• Generation Z users expect ultra-fast gigabit internet speeds to support bandwidth-intensive activities like 4K streaming, online gaming, and large file downloads.
2. Low Latency:
• Minimal latency for a responsive online experience, crucial for online gaming, video conferencing, and real-time applications.
3. Symmetrical Upload and Download Speeds:
• Equally fast upload and download speeds, essential for activities such as video conferencing, uploading large files, and content creation.
4. Reliability and Uptime:
• Highly reliable internet service with minimal downtime and Service level agreements (SLAs) guaranteeing a certain level of uptime.
5. No Data Caps:
• Unlimited or significantly high data caps to allow for heavy data usage without concerns about overage charges.

Whole-Home Wi-Fi Coverage
1. Mesh Wi-Fi System:
• Implementation of a mesh Wi-Fi system to ensure seamless coverage throughout the entire home.
• Nodes or access points strategically placed to eliminate Wi-Fi dead zones.
2. Fast and Reliable Connection:
• High-speed Wi-Fi connectivity with minimal latency for a smooth online experience. Support for the latest Wi-Fi standards (e.g., Wi-Fi 6, 7) for improved performance.
3. Smart Wi-Fi Management:
• Intelligent Wi-Fi management to optimize signals and prevent interference. Dynamic channel selection to avoid crowded channels and enhance signal quality.
4. Easy Setup and Configuration:
• User-friendly setup process for the mesh Wi-Fi system. Intuitive mobile apps or web interfaces for easy configuration and management.
5. Guest Network Features:
• Guest network capabilities to provide a separate network for visitors. Customizable guest access with password protection and time limits.

Smart Home Security
1. Integrated Security Systems:
• Compatibility with integrated smart security systems, including surveillance cameras, doorbell cameras, motion detectors, and window/door sensors.
• Unified control and monitoring through a centralized platform.
2. Remote Monitoring and Alerts:
• Real-time remote monitoring of security cameras and sensors through a dedicated mobile app or web interface.
• Instant alerts and notifications for unusual activities or security breaches.
3. Smart Doorbell with Two-Way Audio:
• Smart doorbell cameras with two-way audio for remote communication with visitors.
• Motion detection and instant alerts for package deliveries or unexpected visitors.
4. AI-Powered Video Analytics:
• Integration of artificial intelligence for advanced video analytics.
• Object recognition, facial recognition, and the ability to distinguish between people, animals, and objects.
5. Secure Cloud Storage:
• Cloud storage for video footage and security data to ensure data availability even if on-site devices are compromised.
• Encrypted cloud storage to enhance data security and privacy.
6. Geofencing and Automation:
• Geofencing capabilities to automatically arm or disarm the security system based on the user’s location.
• Automation rules for smart devices to respond to security events (e.g., turning on lights when motion is detected).
7. Smart Lock Integration:
• Integration with smart locks for remote control and monitoring of door access.
• User-specific access codes and the ability to grant or revoke access remotely.
8. Secure Network Infrastructure:
• Advanced network security features to protect against cyber threats and unauthorized access.
• Regular security updates for connected devices and the home network.
9. Tamper Detection:
• Tamper detection features on security devices to alert users if the device is moved or manipulated.
• Secure mounting options to prevent physical interference.
10. Privacy Controls:
• Granular privacy controls for each smart security device.
• Options to disable cameras or microphones when not in use to ensure user privacy.
11. Backup Power Options:
• Battery or backup power options for security devices to ensure continuous operation during power outages.
• Alerts for low battery levels and power interruptions.
12. Professional Monitoring Services:
• Optional professional monitoring services for immediate response to security alerts.
• Emergency services coordination in case of a security breach.
13. Cybersecurity Education for Users:
• Educational resources and materials to inform users about best practices for cybersecurity.
• Guidance on creating strong passwords and securing their smart home network.
14. Regular Security Audits:
• Regular security audits of the smart home system to identify vulnerabilities.
• Automatic software updates to patch security flaws and enhance system resilience.

Home Automation Integration
1. Compatibility with Leading Smart Home Platforms:
• Seamless integration with popular smart home platforms, such as Amazon Alexa, Google Assistant, and Apple HomeKit.
• Interoperability with a wide range of third-party smart devices.
2. Centralized Control Hub:
• Provision of a centralized control hub or app to manage all connected smart devices.
• Intuitive and user-friendly interfaces for easy navigation and control.
3. Voice Control Integration:
• Voice-activated control through virtual assistants like Alexa or Google Assistant.
• Integration with voice commands for hands-free control of smart devices.
4. Customizable Automation Scenes:
• Creation of customized automation scenes for various scenarios (e.g., “Good Morning,” “Movie Time,” “Bedtime”).
• Integration of multiple smart devices into predefined automation routines.
5. Smart Thermostat Integration:
• Compatibility with smart thermostats for climate control automation.
• Integration with HVAC systems for energy-efficient temperature management.
6. Lighting Control:
• Integration with smart lighting systems for color-changing capabilities and brightness control.
• Scheduling and automation of lighting based on time of day or occupancy.
7. Smart Blinds and Curtains Integration:
• Compatibility with smart blinds and curtains for automated light and privacy control.
• Integration with sunlight sensors for automatic adjustment.
8. Smart Appliances Connectivity:
• Integration with smart kitchen and laundry appliances for remote monitoring and control.
• Automation of appliance functions based on user preferences.
9. Smart Security System Integration:
• Seamless integration with smart security systems, including cameras, door/window sensors, and smart locks.
• Automation rules for security scenarios, such as triggering lights and cameras when motion is detected.
10. Multi-Room Audio Integration:
• Integration with multi-room audio systems for synchronized music playback.
• Automation of audio settings based on user activities or time of day.
11. Smart Water and Leak Detection:
• Integration with smart water sensors and leak detection systems.
• Automation rules for shutting off the water supply in case of leaks.
12. Garage Door Automation:
• Integration with smart garage door openers for remote control and monitoring.
• Automation of garage door actions based on user preferences.
13. Smart Home Health Monitoring:
• Integration with health and wellness devices, such as fitness trackers and health monitors.
• Automation based on health-related data, such as adjusting lighting or climate for better sleep.
14. Integration with Wearable Devices:
• Compatibility with wearable devices for personalized home automation.
• Automation triggers based on the user’s health or location data from wearables.

Advanced Parental Controls
1. Content Filtering:
• Granular content filtering options to block or allow specific websites and online content categories.
• Customizable filtering rules based on age-appropriate categories.
2. Time Limits and Scheduling:
• Flexible scheduling for internet access, allowing parents to set specific time limits for online activities.
• Customizable schedules for weekdays and weekends.
3. Device-Specific Controls:
• Individualized controls for each connected device in the household.
• Ability to set different restrictions based on the age and needs of each family member.
4. Application Controls:
• Control over access to specific applications or app categories.
• Ability to block or restrict the use of certain apps during specified times.
5. Search Engine SafeSearch Controls:
• SafeSearch enforcement for popular search engines to filter explicit content from search results.
• Customizable SafeSearch settings for different user profiles.
6. Real-Time Activity Monitoring:
• Real-time monitoring of online activities, including websites visited, search queries, and app usage.
• Activity logs accessible by parents for review.
7. Social Media Controls:
• Controls for social media platforms, allowing parents to set restrictions or monitor usage.
• Ability to block specific social media sites or apps.
8. Instant Messaging Controls:
• Controls for instant messaging and chat applications.
• Monitoring and restriction of communication with unknown or unauthorized contacts.
9. Remote Management:
• Remote access to parental control settings for monitoring and adjustments.
• Mobile apps or web interfaces that allow parents to manage controls from anywhere.
10. Customizable Alerts and Notifications:
• Customizable alerts and notifications for specific events or activities.
• Alerts for attempts to access restricted content or breach time limits.
11. Override Permissions:
• Override options for temporary access to blocked content or extended online time.
• Parental control PIN or authentication for override permissions.
12. User Profiling:
• Creation of individual user profiles for each family member.
• Differentiated controls and settings based on the age and preferences of each user.
13. Secure Browsing:
• Integration with secure browsing services to prevent access to malicious websites.
• Protection against phishing and other online threats.
14. Consistent Updates and Improvements:
• Regular updates to the parental control system to adapt to evolving online threats.
• Continuous improvement based on user feedback and emerging trends.

Quality of Service (QoS) Settings
1. Traffic Prioritization:
• Granular control over traffic prioritization to allocate more bandwidth to specific applications or devices.
• Ability to prioritize real-time applications like video conferencing or online gaming.
2. Customizable Bandwidth Allocation:
• User-friendly interfaces for allocating specific amounts of bandwidth to different devices or applications.
• Customizable settings for both upload and download bandwidth.
3. Application-Based QoS:
• Identification and prioritization of specific applications or application categories.
• Prioritization of critical applications such as video streaming, VoIP, and gaming.
4. Device-Specific QoS:
• Individual device prioritization to ensure optimal performance for devices that require high bandwidth.
• The ability to set QoS rules based on the type of device (e.g., smart TV, gaming console).
5. Dynamic QoS Adjustment:
• Dynamic adjustment of QoS settings based on real-time network conditions.
• Adaptive QoS to automatically adjust priorities during peak usage times.
6. Customizable QoS Profiles:
• Creation of multiple QoS profiles for different scenarios or users.
• Switching between profiles based on specific needs, such as work, entertainment, or gaming.
7. Traffic Shaping:
• Traffic shaping capabilities to control the flow of data and optimize network performance.
• Prevention of network congestion by regulating data transmission.
8. Policy-Based QoS:
• Implementation of policy-based QoS to apply rules based on specific conditions or criteria.
• Customizable policies for different times of the day or types of traffic.
9. VoIP Optimization:
• Specialized QoS settings for Voice over Internet Protocol (VoIP) applications.
• Ensuring clear and uninterrupted voice communication.
10. Real-Time Monitoring:
• Real-time monitoring tools to assess the impact of QoS settings on network performance.
• Visibility into current bandwidth usage and application-specific data.
11. Interactive Dashboard:
• User-friendly dashboard or interface for configuring and monitoring QoS settings.
• Visual representation of the impact of QoS on network traffic.
12. Application Throttling:
• Throttling options for non-essential applications or devices to prevent them from consuming excessive bandwidth.
• Customizable throttling rules based on user preferences.
13. Intelligent Packet Prioritization:
• Intelligent packet prioritization based on the type of data (e.g., voice, video, gaming).
• Ensuring low latency for critical applications.
14. Bandwidth Reservations:
• Option to reserve a specific portion of the available bandwidth for critical devices or applications.
• Preventing other devices from impacting the performance of reserved resources.
15. Detailed Reporting and Logs:
• Detailed reporting on QoS performance and the impact on network traffic.
• Logs and historical data for analysis and troubleshooting.

Backup and Storage Solutions
1. Cloud Backup Services:
• Robust cloud backup services for storing important data securely offsite.
• Automatic and scheduled backups for continuous data protection.
2. High Storage Capacity:
• Adequate storage capacity to accommodate large volumes of data, including documents, photos, videos, and other digital assets.
• Scalable storage options to meet growing data storage needs.
3. Data Encryption:
• End-to-end data encryption for secure transmission and storage.
• Advanced encryption standards to protect sensitive information.
4. Cross-Platform Compatibility:
• Cross-platform compatibility to support various operating systems, including Windows, macOS, Linux, iOS, and Android.
• Accessible from different devices, such as computers, smartphones, and tablets.
5. File Synchronization:
• File synchronization across multiple devices for seamless access and collaboration.
• Real-time syncing to ensure that the latest version of files is available on all connected devices.
6. Selective Backup:
• Selective backup options, allowing users to choose specific files, folders, or file types for backup.
• Customizable backup settings based on user preferences.
7. Local Backup Solutions:
• Support for local backup solutions, including network-attached storage (NAS) devices or external hard drives.
• Hybrid backup options that combine both local and cloud storage.
8. File Sharing and Collaboration:
• File sharing features to facilitate collaboration with other users.
• Secure sharing options with customizable access controls.

Customer Support and Troubleshooting
1. 24/7 Customer Support:
• Round-the-clock customer support availability to address issues at any time.
• Accessible through various channels, including phone, live chat, email, and online forums.
2. Dedicated Technical Support Teams:
• Access to dedicated technical support teams with expertise in networking, hardware, and software issues.
• Specialized teams for advanced users who may have more complex technical inquiries.
3. Quick Response Times:
• Minimal wait times for customer support queries.
• Priority support options for advanced users who may require expedited assistance.
4. Remote Troubleshooting:
• Remote troubleshooting capabilities for diagnosing and resolving technical issues without the need for a home visit.
• Access to advanced tools for remote diagnostics.
5. Proactive Issue Detection:
• Proactive monitoring and issue detection to identify potential problems before they impact the user.
• Automated alerts and notifications for potential service disruptions.
6. Online Knowledge Base:
• Comprehensive online knowledge base with troubleshooting guides, FAQs, and user manuals.
• Access to self-help resources for users who prefer to troubleshoot independently.
7. Personalized Support:
• Personalized support experiences with agents familiar with the user’s account history and previous interactions.
• Tailored recommendations based on the user’s specific setup and preferences.
8. Advanced Network Diagnostics:
• Advanced network diagnostics tools for identifying and resolving connectivity issues.
• In-depth analysis of network performance and potential bottlenecks.
9. Firmware and Software Updates:
• Guidance and assistance with firmware and software updates for networking equipment.
• Information on the latest updates and improvements.
10. Escalation Processes:
• Clearly defined escalation processes for issues that require higher-level technical intervention.
• Access to senior support engineers for complex problem resolution.
11. Performance Optimization Assistance:
• Assistance with optimizing network performance for specific use cases, such as online gaming, video streaming, or remote work.
• Recommendations for improving Wi-Fi coverage and signal strength.
12. Customer Feedback Mechanisms:
• Mechanisms for users to provide feedback on customer support experiences.
• Continuous improvement based on user feedback and satisfaction surveys.

Meeting these expectations can help ISPs cater to the unique needs of Generation Z, fostering a positive and long-lasting relationship with this tech-savvy demographic. Providing a seamless and reliable internet experience, along with advanced features and personalized services, is crucial for satisfying the digital demands of Generation Z.