Tagged With "Telecoms"

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Re: Why are we still not reaping the benefits of a great customer experience

Ashley Bowen ·
Customer loyalty is often confused with customers finding it easier to stay put, rather than having any deep seated love of their CSP. As ever, many operators have their heads in the sand and run survey after survey to convince themselves that they are doing well. In reality, technicians who are often charged with developing the detail of new products frequently feel threatened by customer experience experts and pay little more than lip-service to their recommendations. This can be seen over...
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Re: Why are we still not reaping the benefits of a great customer experience

Teresa Cottam ·
I agree Ashley and as I said in a post around 18 months ago, relying on inertia is no longer enough: see http://www.telesperience.com/d...t/295574646108105672
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Re: Why are we still not reaping the benefits of a great customer experience

Paul Hollingsworth ·
All good stuff, but leads me to make the following 2 points and obvious conclusion: 1. Customer experience factors change depending on the available service features and network evolution. Without a stable classification(e.g. reliability, coverage, issue resolution, connection speed etc.) how can we compare results over time? "Experince" is too amorphous to be a useful measure - without precise clarity on what it is. 2. Changing Customer expectations cannot be assumed to be "one-way" (i.e.
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Re: Why are we still not reaping the benefits of a great customer experience

Teresa Cottam ·
Great comments Paul I agree the customer experience is not static and I also think it's not the same for each customer in terms of what they value. It might help readers to note that a while ago we divided the customer experience into four main areas and that we commented different customers place different emphasis on each. http://www.telesperience.com/d...t/295293073233580215 I personally think there is too much emphasis on things I don't value - like handsets - and not enough on things I...
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Re: Why are we still not reaping the benefits of a great customer experience

Monica Zeta ·
Hmmm... what customer experience? (1) Customer experience is determined/defined by two parties, but CSPs define it from an inside-out perspective alone. "Here you go dear customer, buy this, because we came up with it and we know what you want and need." (2) In order for the experience to be good, it has to begin even before the product or service is delivered - and even defined and design. That's why we keep talking about things in the wrong way. Is QoS important? When? How? Or whatever...
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Re: The ugly truth about OTTs

Teresa Cottam ·
At TS we like to say that OTTs are simply business customers you haven't yet monetised. But, as you know monica, I really dislike the term "OTT" because it begs the question "over the top of what?" and there you go, back to the network again. Surely we're all grown up now and can find ways of playing the game to create win-win scenarios?
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Re: Big opportunity to carve out role as a telecoms software enabler

Darran Clements ·
We got an interesting comment on Linked from Sarah Marsh regarding this post on 29th July 2010: ” Yes I totally agree with your statement: “What if someone had the vision to get out of the closed market apps business and move into the open market apps business? … why not in the telecoms enterprise software market?” Antenna Software ( www.antennasoftware.com ) does offer this functionality today. Its AMP platform is operating system agnostic, so apps can be coded once and deployed to...
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Re: Big opportunity to carve out role as a telecoms software enabler

Darran Clements ·
And a great contribution from Mark Swanborough on Linked In comments: ” The TM Forum is working hard in this direction and its work is not given enough coverage. If all software providers wrote their API’s to the TIP (The Interface Program) standards, then this would be a possibility. There is little value for a vendor like Oracle or Amdocs to meet these interfaces. They will, and usually rightly so, tell you that they already provide interfaces that provide not only this functionality, but...
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Re: There are better ways to do PR my techno friends…

Darran Clements ·
Teresa Cottam commented Great “blogback” from James over at OSS Line on this topic. Since writing this piece I’ve taken a lot of confessions on this; but rather than just confessing your guilt can you please all make it your New Year’s Resolution to write easier-to-read PR! (Pretty please!) http://www.ossline.com/2010/10...-press-releases.html
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Re: ATM cyberheist signposts increasing fraud risks for CSPs

DominicQ ·
MoneyRate.com releases a survey about every six months about checking charges and other bank charges and so forth. Give credit where it's due, banks are regular, in that the charges are going up again. Get a cash advance to help pay your overdraft fees.
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Re: BT superfast broadband controversy highlights change required in telecom business models

kimmedward ·
A phone network has exchanges handling voice calls and interconnections between the exchanges for those calls. Broadband and data networks are different although merging. RTA Cabinets
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Re: Change prepares the ground for revolution

Darran Clements ·
Tal Givoly commented August 12th, 2010 at 15:53 | Teresa, Was interesting to read, but I really do not agree – with a lot of this . I don’t think these are things that were revolutionary (and you mention them as such): better batteries, more networks, more bandwidth, accessible tariffs, penetration of phones at affordable prices, and good-enough QoS. I think the iPhone is more important than most of them, if not all. While from a feature/function perspective, the iPhone (and now the iPhone...
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Re: Change prepares the ground for revolution

Darran Clements ·
And Teresa Cottam in reply Thanks for the comment Tal – I think we’ll have to agree to disagree on this one. You see I think batteries are really important because if you don’t have the battery oomph then your fancy iPhone isn’t going to do very much for you. I also think QoS is important, because if your iPhone keeps dropping off the network or is really slow then your user experience is going to be pretty poor. And affordability is really important IMHO because what delivers real change...
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Re: Change prepares the ground for revolution

Darran Clements ·
Teresa Cottam in reply I would also like to point you to a really interesting piece by Sagee Ben Zedeff on telepresence: “Telepresence prepares the ground for the revolution” http://bit.ly/cQkt4H which refers to this blog. Sagee argues that telepresence is revolutionary after a slightly so-what start, because it is becoming embedded in the way we live and do business. I think that the downturn has really made us rethink eg business travel, which has undoubtedly been a boost to telepresence...
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Re: Driving business benefits through use of social media

Moayed Dib ·
Hi, how i can get the research report? regards,
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Re: Commercial lessons that still haven't been learnt

Paul Hollingsworth ·
Oh Teresa, that's the $64,000 question - with the much bigger value answer. It reminds me of the "Walled-garden" vs. "open" internet discussion we all so enjoyed 15-20 years ago. In the end, few telcos gained significant content revenues (that market crashed, anyway), but did pretty well out of the broadband "pipe" revenue. I suppose, in the UK the purchase of sport content by BT is a potential game-changer and one of the most interesting moves. There are also many interesting business...
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Re: Commercial lessons that still haven't been learnt

Snowden Burgess ·
Teresa I think your words of warning are very valid, the industry is ignoring the blinding obvious and that is that their future employee and customer base is about to significantly change, the old guard of "Baby Boomers" who built the current corporate CSPs will be leaving employment in the next 2/3 years with a new wave of "Generation Y & Z" entering to replace them. These new employees and customers are digital natives, who embrace change and expect innovation! Most large organization...
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Re: Commercial lessons that still haven't been learnt

Teresa Cottam ·
Thank you Paul and Snowden There is certainly a lot of money to be made - but in a different place now to where it was before. If operators just sell SIMs and connectivity there's going to be little revenue growth for many of them - so how do they justify investments? Snowden is right we do need faster innovation cycles. And, as Paul says, there is an option of buying smaller companies for innovation when you're cash rich. However, some thoughts on that latter point. Successful acquisition...
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Re: Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
A few more details that readers might find interesting. In August 2014, the Sunday Times reported a survey of 1,300 parents which found that 21% of respondents had faced billshock after a child bought game extras. 96% of parents thought companies should make it more difficult for children to spend their money. 80% of complaints the regulator PhonePayPlus receives relating to non-adult downloadable content (such as apps and games) is linked to minors. Complaints involving minors typically...
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Re: Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
On Twitter a £1 million billshock was revealed. CSP = EE. See: http://ow.ly/i/6G41l With thanks to David Rogers @drogersuk and Zahid Ghadialy @zahidtg for the link.
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Re: Cloudshock - why the true cost of cloud is rarely understood

Paul Hollingsworth ·
Thanks Tracy, some interesting information - though personally, I'm not convinced that the available stats on DDOS proves the cost-benefit case either way. Has anyone created a useful classification of Cloud Services, or even a definition (that holds water without being a short-story length)? Its getting so hard to talk about Cloud in any meaningful way (although, it always was). Cloud service is so ubiquitous, most IT users don't know whether they're using a cloud service or not (at home or...
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Re: Pay Now may be a revelation but it's not a revolution

Paul Hollingsworth ·
Goodness me; I've just had a "Deja vu, all over again" moment - as the recently departed Yogi Berra is oft quoted. I couldn't agree more and wonder whether this conversation is coming around because CSPs really haven't sorted their capability yet, or whether software vendors are making a bit of mischief. There are many electronic ways of taking payment at an ePOS till (i.e. in person as delivered in the pre-pay market) and CSPs have ways that pay-now can be delivered in "the moment of the...
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Re: The obsession with technology execution versus enabling a customer-oriented strategy

Teresa Cottam ·
It's a hard truth but few CSPs have real strategy - they just have tactics (and often "me-too" tactics at that). Most telcos have become so risk-averse that what they don't realise is that this, in itself, has become a massive business risk. If I was investing in telco I'd want to ask some hard questions about strategy, which all too often seems to be vendor-driven and oriented towards buying products, and not true strategy at all (certainly lacking uniqueness). Those companies really trying...
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Re: The obsession with technology execution versus enabling a customer-oriented strategy

Ashley Bowen ·
I think Monica's last paragraph is especially interesting when she says that CSPs need to start listening to and understanding their customers more. Of course, listening to customers is quite different from understanding them - both are important. We can "listen" in different ways: focus groups, analysis of complaints, press articles, there are lots of ways but following what the customer says doesn't always bring revenue. We can also "undestand" in different ways and CSPs need to get...
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Re: The obsession with technology execution versus enabling a customer-oriented strategy

Jane Rygaard ·
Thanks Monica - I like this wake-up call for us all. I am right now at conference where small cells is the first topic on the agenda. It seems like small cells are planned without thinking about the customers (operations rooms people who needs to manage them as well as the customers who needs the coverage) Maybe I should show this blog in the break
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Re: The new billshock horizon - prepaid customers

Teresa Cottam ·
Thanks Paul This post highlighs how it isn't just a postpaid issue. My next post looks at why the risk is increasing as CSPs try to transform into DSPs. I think that CSPs can really differentiate through being trusted payment service providers, but that does focus attention on their processes, systems, policies and behaviour. Their brand is a valuable thing and yet they throw it away cheaply on silly billshock events that are nothing but bad news. If I was a shareholder I'd see these as...
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Re: The new billshock horizon - prepaid customers

Paul Hollingsworth ·
Teresa, You're correct: this is a "shocking" situation for PAYG and contract customers. CSPs have some of the blame but I think Google and other app vendors are the true culprits. The law needs to stop this literally "daylight" robbery of customer's money. Customer's are being charged for data usage without any explicit charging approval being sought (yes, it may be in the depths of the Application small print in some cases, though that wouldn't stand up in a UK court of law, any anyway...
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The Cage: Are interfaces the critical issue BroadForward suggests?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam  asks...
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The Cage: Delivering The SME Opportunity

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience's Chief Strategist Teresa Cottam asks Sigma Systems'...
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The Cage: How should CSPs tackle the SME opportunity?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam  asks MDS's Rob...
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The Cage: Is Data Overhyped?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred.   In this interview Telesperience Chief Strategist Teresa Cottam asks Xceed's Tony...
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The Cage: No lessons for Latin America from developed markets?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience VP of Research Monica Zlotogorski  asks ITC...
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The Cage: why businesses are customers too

Teresa Cottam ·
 Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam asks Level...
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The cure for mass anxiety: take one set of industry guidelines and a healthy dose of commercial sense

Darran Clements ·
4 March the Internet Advertising Bureau launched a new code of practice for behavioural advertising, but will it be enough to cure consumers’ concerns or did the industry wait too long to seek help?by Teresa Cottam The IAB yesterday...
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The data dilemma: disconnected, duplicated, dire quality but still oh so desirable

Darran Clements ·
How come one of our greatest assets is still the cause of so much frustration? Teresa Cottam investigates the data dilemma… Have you ever stood on a really hot day and watched someone knock back an ice cold drink? You know the sort where...
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The four main pillars of the telecoms customer experience

Teresa Cottam ·
We all talk about improving the customer experience, but what exactly is it? Teresa Cottam argues that often we’re still not looking at the customer experience from the customer’s point of view.    In 2010 and through into...
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The new billshock horizon - prepaid customers

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why CSPs need to control charges for prepaid customers as well as postpaid customers.   Simon Hollosy, The Purse Is Empty         I hope by now we're all getting the message that...
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The Next Big CSP Revenue Opportunity: Personal Digital Service Ecosystems

Comptel's Simo Isomäki looks at opportunities from digital ecosystems
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The obsession with technology execution versus enabling a customer-oriented strategy

Monica Zeta ·
VP Research Monica Zlotogorski ponders cupcakes, the lack of customer centricity in the communications business, and the paucity of real strategy.  Photo with thanks to User:Colin / Wikimedia Commons / CC-BY-SA-3.0...
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The truth about the capacity crunch: Europeans blame tarrifs; Asians and Americans blame hogs; Africa and Middle East worry about their brands

Darran Clements ·
Telesperience research director Teresa Cottam shares some of the insight gained from our recent research programme on the capacity crunch – revealing key regional patterns and the views of those responsible for managing the effects of the...
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The ugly truth about OTTs

Teresa Cottam ·
Monica Zlotogorski looks at OTT players and why it's essential the telecoms industry finds ways of working with them, and they with us.  Lucan van Leyden, Card Players, 1525   Over the top (OTT) used to mean ‘extremely or...
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The undiscovered country: SME

Teresa Cottam ·
Woman in small shop Ghana (Photo credit: World Bank Photo Collection) As CSPs see flat-lining revenues in many areas, and fret about the effect of OTT services and rising data traffic on their revenues and profitability, there is one area of the...
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There are better ways to do PR my techno friends…

Darran Clements ·
What’s the best way to write a press release for tech firms? Hint: start by thinking what your audience wants to get out of it… by Teresa Cottam I’ve been generating a bit of a meme about press releases  specifically,...
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Three things that improve success rates of strategic BSSOSS projects

Teresa Cottam ·
Guest blogger Peter Bowen shares his experience of strategic BSSOSS projects, explaining three things that are the hallmarks of success.    There are countless articles on why projects go wrong and what lessons can be learned; but if...
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Time to air the dirty laundry: we need to face up to data misalignments

Darran Clements ·
We keep telling everyone that data is a core asset; but if it is then it’s still very much a “diamond in the rough”. Data misalignments and poor data quality continue to create significant operational, business and customer impacts...
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Transformers? Projects in Disguise!

Virtualized World's Francis Haysom looks at the track record of transformation and asks how do we ensure digital transformation delivers more value
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Trying to improve your customer experience? Then take another look at your OSS

Darran Clements ·
A key goal on many service providers’ to-do lists for 2010 is to improve their customer experience. This helps them move from the negative downward spiral of pure price competition to a value-based experience. But what does improving the...
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US leads the telco charge to verticalize

Teresa Cottam ·
Telesperience Chief Analyst Teresa Cottam looks at the latest telco buzz word aimed at producing more revenue from the enterprise sector – verticalization. Looking south from Top of the Rock, New York City (Photo credit:...
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Using Twitter to network and keep up-to-date in telecoms

Darran Clements ·
‘Is Twitter useful or is it just a fad’ is the current debate on a lot of marketing blogs at the moment. Teresa Cottam looks at how the telecoms community can benefit from using Twitter. Okay I admit to being in the fad camp...
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Walking the customer experience walk

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why it's time for CSPs to move beyond the customer experience talk.  Morning Walk, John Singer Sargent (1888)    We all know the theory right? Our customers are important to us. In future we...
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