Mobile World Congress

Don’t count out the incumbents just yet

The digital giants’s industry disruptions may be making headlines, but many of the more than 12,800 executives of incumbent companies surveyed in IBM’s newly released Global C-suite Study are fighting back—and some are packing quite a punch. The key is that these incumbents aren’t simply digitizing their businesses. Instead, they’re responding to massive changes in […]

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CSPs are facing a customer service crisis. Here’s what they can do about it.

There aren’t too many industries worse at customer service than telecommunications. Hold times for technical support calls are infuriatingly long. Few services—like paying bills and switching phone plans—are automated. And no communications service providers can claim the ability to deliver the same customer service across channels. Why? For decades, communication service providers wielded enormous power […]

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Winning customer loyalty with conversational agents

The digital giants’s industry disruptions may be making headlines, but many of the more than 12,800 executives of incumbent companies surveyed in IBM’s newly released Global C-suite Study are fighting back—and some are packing quite a punch. The key is that these incumbents aren’t simply digitizing their businesses. Instead, they’re responding to massive changes in […]

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2018 will be a banner year for ONAP

In the ongoing campaign to meet insatiable bandwidth demand, a telecom company’s best friend is network function virtualization— an initiative designed to lower costs and quicken the delivery of new services. As more carriers and vendors explore moving their network functions from traditional hardware-based appliances to cloud-based software, the question of how best to implement […]

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Moving towards Edge Computing

In this article I look at the emerging area of Edge Computing: how the compute power of decentralised Edge devices will be open and not only run apps, store content and data and host virtual networks, but also enable new and novel experiences by being autonomous and able to collaborate with each other. The ‘Edge’ […]

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The Cognitive Journey in the network has begun. It’s time to Outthink the Network

The network is virtualizing – and so the Cognitive Journey has begun. A few years ago we talked about NFV/SDN “science projects” going on and how the functions of the network could virtualize and be dynamically linked together reducing time, effort and speeding to market rapid innovation. The shift has occurred and many vendors are now having […]

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Outthink Threats in Telecom and Say Yes to Innovation

With mobile everywhere so is the digital disruption. Service providers are moving digital with all the services, customer experiences and even the fabric of the network itself to stay ahead of the disruption. But what is happening to security and risk in this new world? How can service providers rethink threats in telecommunications? The lines of the […]

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Outthinking Disruption in Communications

Is digital disruption in communications a threat or an opportunity? This industry is currently in the throes of a digital shake up, as digital providers and new startups upset the status quo. Offering new communication options and, in some cases, alternative access technologies, these digital invaders, referred to as over the top (OTT) providers, are shifting […]

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Drive Simplicity into Customer Engagements

A seamless consistent experience across multiple channels for sales and service is a goal of enterprises across many industries. Telcos have struggled to make significant progress towards this goal. Most telcos have little coordination across their major channels – call centers, retail stores, dealerships and the web. Indeed, in many telcos these channels compete against […]

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IBM @ Mobile World Congress 2016

Our clients now operate in a world defined by accelerating change. The communications Industry is facing both unprecedented challenges and exciting new opportunities from: rapidly evolving customer expectations, increasing competition, bold new OTT services, an ever-growing increase in data-intensive apps, the pressure to optimize costs and mounting privacy & security issues. At IBM, we can […]

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An invitation to `Be the Center of the Connected Ecosystem’

During my trip to Asia in the summer of 2013, I met with the CEO of a Communications Service Provider (CSP). With only a few his direct reports (CTO, CIO and Head of Enterprise/B2B business) and the IBM team in the room discussing key strategic initiatives, he made an interesting comment: “… We’ve been driving […]

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Another C to the CSP: The Communication Service Provider And Cloud

Many Communication Service Providers (CSPs) see in cloud a growth opportunity with enterprise customers. Cloud is indeed promising but the route is steep: Global cloud players leverage world-wide scale to keep up a constant stream of innovation and competition – in prices, catalog breadth and customer experience. Demand is moving up the stack: Enterprises look […]

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