Platform Economics and The Platformification of Telco

The word ‘platform’ is a difficult word in the world of technology. It has what might be called baggage. In hardware circles, for the tin-men, it’s been a very definite physical edifice, a hulking great feat of engineering and architecture upon which great (multi-threaded) processes find expression. In software circles, it’s been a very definite […]

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The Customer Experience: Being There

According to an IBM study of nearly 22,000 consumers in 35 countries, in the future, customers expect to spend more to connect to social and Internet sites via their mobile devices, especially in emerging markets and in under-25 demographics.1 Fixed telephony and fixed broadband spending is declining, particularly in mature markets. With consumer choices—and voices—increasing, […]

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Why CSPs should re-invent themselves as retailers

By focusing on customer experience and embracing the digital, online, real-time market, communications service providers (CSPs) can transform the way they do business and emerge as the driving force in the digital economy. This fundamental change requires a fresh approach to the next generation of business support systems (BSS) so that they can be more […]

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If a tree falls in a forest….If a fault in a network is fixed before it is a fault

If a tree falls in a forest and no one is around to hear it, does it make a sound? If a fault in a network is fixed before the failure occurs, is it a fault? Our world of network operations is evolving daily and we will soon undergo more rapid change as the network […]

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Let’s talk NPS – is it time to evolve the way customer satisfaction is measured? (Part 1 of 3)

The use of NPS® (Net Promoter Score) as a key performance indicator for telcos both delights and vexes me. For those unfamiliar with NPS, it was first proposed as a customer loyalty metric in 2003 by Fred Reichheld (noted business author, strategist and a Fellow with Bain & Company) and promotes a link between NPS […]

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CSP Global Integration: Bridging the Gap

Growth and revenue-building through international expansion has served a number of CSPs well for more than a decade. However, sustained market changes with generally decelerating revenue and profit growth exposes the need for new approaches. Multi-national CSPs need to evolve into globally integrated enterprises to realize savings and leverage synergies. A truly globally integrated enterprise […]

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One Small Step for a man, one Giant Leap for América Móvil

Carlos Slim wins his first battle in Europe by taking control of Telekom Austria. This may be a first small step for Carlos Slim, but Telekom Austria will surely serve as a platform for further expansion in Europe. Since its inception in 2000, América Móvil – originally a spin-off of Telmex’s mobile activities in Mexico […]

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Free SocialCast on Telco Futures!

We’re running a SocialCast on Telco in 2014: A New Age of Engagement next week (April 22nd, at 1pm ET), in conjunction with our friends in IBM Expert Integrated Systems. I’m hosting the event with the disruptive, contrarian and always thought-provoking Dean Bubley from Disruptive Analysis, and the articulate and visionary big data and analytics […]

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Facebook and WhatsApp Threaten Telecommunications

In 1999, as Amazon gathered momentum, Priceline.com launched its IPO, and countless others climbed onto the bandwagon of eCommerce and the Internet, people predicted the end of Borders, Best Buy and other companies.  The end of retail was predicted, the demise of an industry, people wouldn’t buy things in the same way ever again. The […]

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How Social Media is Recasting Telecommunications

The way we communicate has changed dramatically. Traditional telco providers are increasingly challenged by open Internet platforms that meet diverse, rapidly changing user wants and needs. Specialized communications apps like Skype are increasingly siphoning conventional messaging and voice calls away from telcos. A new IBM study of 22,000 consumers in 35 countries out today shows […]

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The customer-activated CSP Part 2: What customers are telling us!

IBM’s most recent C-suite survey revealed three key themes that telecom CxOs believe will shape their organizations’ future (see earlier blog ‘The customer-activated CSP Part 1: What CSPs are telling us!): Open up to customer influence Pioneer digital-physical innovation Craft engaging customer experiences But how do their customers see this? Are these themes also important […]

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Becoming a Digital Service Provider

For many years now, we have been watching the relentless march of Internet and over the top services companies, as they have built brands and businesses, around content and advertising, and telecommunications companies have continued to provide the infrastructure upon which their success has been based.  The telco industry can’t really complain, of course, as […]

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