Charter Communications (CHTR) Morgan Stanley Technology, Media & Telecom Conference 2026 summary

Strategic priorities and growth outlook

• Focused on returning to broadband growth by 2026, with major rural build and network evolution investments nearing completion.

• Emphasizing improved messaging around value and utility, and enhancing service reputation to drive customer growth.

• New COO Nick Jeffery brings experience in competitive wireless and B2B, expected to accelerate improvements in messaging and customer satisfaction.

• Convergence strategy leverages 100% US-based service, fastest speeds, and bundled savings to differentiate from competitors.

• Macro environment challenges, such as low housing starts and increased competition from fixed wireless, are impacting growth but are seen as temporary.

Product innovation and customer value

• Launched Invincible WiFi, combining Wi-Fi 7, 5G backup, and battery for uninterrupted service, with strong initial demand.

• $1,000 annual savings guarantee for bundled internet and mobile, aiming to reinforce value messaging and customer trust.

• Wireless business growth supported by strategic MVNOs, Wi-Fi offload, and CBRS rollout, with 88% of mobile traffic on own network.

• Video business turnaround driven by flexible packaging, direct-to-consumer apps, and focus on supporting broadband retention.

• Commercial segment targets re-acceleration with Invincible WiFi for small business and expanded enterprise offerings post-Cox integration.

Operational efficiency and technology

• AI deployed across sales, service, and field operations, improving customer experience, reducing transaction costs, and lowering churn.

• AI applications include conversational IVR, guided calls, next best action/offers, and real-time transcription for field techs.

• Cost management focuses on efficiency without compromising sales or service, leveraging improved service to reduce expenses.