Insights from Frank Magnera, Director of Marketing
There are events you attend – and then there are the ones that stick with you. Our 2026 User Conference in San Juan, Puerto Rico was definitely the latter.
This year was different. Not just because of the setting (though it didn’t hurt), but because it marked a meaningful milestone for us – 30 years of building, evolving, and growing alongside the customers and partners who have shaped IDI into what it is today.
And as I’ve had a chance to reflect on the week, one thing is clear: This wasn’t just a look back. It was a deliberate step forward.
Setting The Tone: Where We Are & Where We’re Going
We were intentional about how we kicked things off. No feature deep dives. No product demos right out of the gate. Just an honest look at where we are and where we’re going.
Our CEO, Don Culeton, set the tone with a simple but important message: 30 years in, we’re not slowing down – we’re accelerating. The momentum we’re seeing across broadband, the investments we’re making in our platform, and the direction we’re heading are all grounded in one thing: helping our customers grow and operate more effectively in an increasingly complex environment.
That framing mattered. Because everything that followed built on it.
What We’re Seeing Across Broadband (And Why It Matters)
One of the most valuable sessions of the week came from Derrick Owens, Sr. VP of Government & Industry Affairs at WTA – Advocates for Rural Broadband, who shared his perspective on the policy landscape shaping rural broadband.
From BEAD funding to broader regulatory dynamics, his message was clear: there is real opportunity in the market – but also real complexity.
For providers, that means the ability to scale operations, adapt quickly, and make smart technology decisions is now more critical than ever.
It was a strong reminder that what we’re building as a platform doesn’t exist in a vacuum. It needs to support the realities our customers are navigating every day.
Turning Strategy Into Something Real
From there, we got into what that all actually looks like in practice.
A Platform Built for How Providers Actually Operate Today
We spent time walking through how the platform continues to evolve – not as a one-size-fits-all system, but as a flexible, modular foundation.
From enhancements in broadband-specific capabilities like MDU support and address management, to continued investment in service activation and automation, the focus was clear: make it easier to scale, faster to operate, and more aligned with real-world workflows.
A Look At What’s Next
We also gave attendees an early look at what’s coming – including a preview of our platform evolution (which many now know as RunCenter) and our expanding BI capabilities with IDI Insight.
These weren’t positioned as “big reveals” for the sake of it. They were framed in the context of real customer needs:
- More control and visibility into billing operations
- Better access to data and actionable insights
- Greater flexibility in how work gets done
AI: Where It Fits Today
AI came up a lot (as expected), but the conversation stayed grounded.
Less about buzzwords. More about practical application:
- Improving customer experience through smarter support and insights
- Faster resolution and workflow acceleration
- Enhancing billing intelligence to identify issues faster
And just as importantly, we talked about doing it the right way – securely, responsibly, and with the right guardrails in place.
Real Conversations, Real Validation
Some of the most valuable moments didn’t happen on stage.
They happened in the hallways. At the bar. Between sessions.
We heard directly from customers about what’s working, where they’re feeling pressure, and where they need to go next. We saw partners collaborating in real time, connecting the dots between systems, services, and outcomes.
Sessions featuring partners like Zinier and Owl’s Head reinforced something we’ve believed for a long time:
The future isn’t about a single system doing everything. It’s about bringing the right systems together in a way that actually works.
And when you get that right, the impact is real – faster deployments, better customer experiences, and more scalable operations.
And Yes…The Celebration Mattered Too
We’d be missing something if we didn’t mention the 30th anniversary beach celebration.
After a full day of sessions, we had the chance to step away from the slides and just spend time together – customers, partners, and our team.
It was relaxed, a little loud, and a lot of fun.
But more than anything, it reinforced something we don’t talk about enough: the relationships behind this business are what make everything else work.
That part matters just as much as anything we covered on stage.
The Impact Doesn’t End When The Event Does
It’s easy to look at a user conference as a moment in time.
But the reality is, the value extends far beyond a few days in Puerto Rico.
For our customers, it’s about:
- Gaining clarity on where the platform is going
- Seeing how others are solving similar challenges
- Building connections that continue long after the event
For our partners, it’s about:
- Strengthening alignment
- Identifying new opportunities to collaborate
- Bringing more complete solutions to market
And for our team, it’s about:
- Listening
- Learning
- And coming back with a sharper understanding of what matters most
30 Years In And Still Getting After It
We said it throughout the week, and it’s worth repeating: 30 years is a milestone. But it’s not the destination.
If anything, it’s a reminder of what’s possible when you stay focused on the right things – your customers, your partners, and your ability to evolve.
To everyone who joined us in San Juan – a sincere thank you. For your time, your insights, your partnership, and the role you’ve played in our journey.
We’re excited about what’s ahead.
Let’s Keep The Conversation Going
If you couldn’t make it, or if something here sparked a few ideas, we’d love to connect.
If you’re exploring how to scale your operations, modernize your billing environment, or bring more flexibility into your OSS/BSS stack, let’s talk. You can schedule a conversation with our team or give us a call at 800.208.6151.
Already working with IDI? Reach out to your Account Manager – we’d be happy to continue the conversation and dig into what’s next for your business.