Telco

The case for automation beyond imagination

The need for service providers to virtualize their networks has never been more urgent. Every year, the business reality becomes clearer: a network built on hardware alone simply can’t scale at a competitive cost. For years, however, service providers have only taken small steps to address this pressing issue through short-term deployments and limited proof-of-concepts. […]

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Winning customer loyalty with conversational agents

Of the service experiences we love to hate, communication service providers (CSPs) frequently top the list. From the thoughtless to the painful, those experiences burn lasting impressions into our feelings for our service providers. Our expectations as customers have shifted. Digital disruption has meant that our questions can be answered instantly, our problems resolved before […]

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Reinventing Networks: Service Lifecycle Management

“To unify or not to unify OSS….. is there an option?” Reinventing networks in a virtual age requires rethinking the operation support system (OSS).  It requires a unification of OSS.  The keystone driving this unification is the focus on the life of a network service or the service lifecycle and the management of it throughout […]

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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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Telco and IoT: Platform, Channel, Medium

A few weeks back I wrote a piece about Big Data and the Internet of Things, and suggested I’d return to the theme to figure out – once we’ve collected the data from all the different sources – how telcos can apply it, how to use it, and how to build businesses from it. Well, […]

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Big Data and the Internet of Things

The Internet of Things has the potential to drive incredible innovation in the way we live our lives. That I can know about remote things, like smoke detectors, and security cameras, and healthcare devices, and cars, wherever I am in the world, is really useful. That these things can have programmed understanding to react is […]

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Telecommunications leads the way to Generation D

Telecoms are looking for ways to increase revenue since their income from traditional services is diminishing, with dramatic shifts in market consumption toward new competitive business models such as over-the-top (OTT) content providers. According to Juniper Research, voice and messaging traffic loss to OTT players such as WhatsApp, Facebook and Skype was expected to cost […]

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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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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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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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