Tagged With "Telesperience"

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Re: Transformation 2.0: Digital Transformation

Paul Hollingsworth ·
This is a fascinating topic and the one big question for me is whether its wholly academic in nature or is there something that the aspiring entrepreneur (or CIO) is able to control or predict about the changing nature and scale of transformation. Teresa, as you know, I spent a lot of time in the late oo's thinking about CSP transformation and how it could be delivered more easily and successfully. However, the timing for a major-transformation enablement product was wrong, and I think that...
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Re: Transformation 2.0: Digital Transformation

Teresa Cottam ·
Paul Hollingsworth posted: Which all set me to wondering why transformation is so very different a beast, than it was 10 years ago. Some great thoughts Paul. I see new problems in the change of approach but I do like the fact that we're now focused on commercial rather than IT outcomes. One thought that occurs to me is if we're focusing on business value then will traditional processes and systems deliver that? If we were inventing the service provider business from scratch with a clean...
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Re: CSPs losing more than EUR23 billion per annum unnecessarily

LheaP ·
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Re: The Cage: Is Wifi a 'Necessary Evil' or a Great Opportunity?

Teresa Cottam ·
Thanks Peter - glad you enjoyed the interview.
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Re: The Cage: Is Wifi a 'Necessary Evil' or a Great Opportunity?

Peter Bowen ·
Good to listen to someone who really knows his stuff and puts things into perspective for CSPs.
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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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Why the contact centre is dead

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at why the contact centre is a doomed concept, and what lies beyond.
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Re: Why the contact centre is dead

Liron Golan (Nice) ·
I fully agree. Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations. No other industry has had to adapt and evolve more quickly to the new era of the empowered consumer, the growing number of communication channels and the challenges of the new millennial employee. And the contact center, with its special position, seated at the crossroads of customers, channel and employees, has been leading the customer...
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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: Welcome Generation "Thingies"

Tracy Monday ·
This is a stop and think article. Generation Thingies are so different from us in many ways, but particularly in the way they think and act. Can we even start to contemplate the world they will leave for the generations to come? The one thing that is clear, is that they will not tolerate the slow or the clunky, despite existing and pending regulation around net neutrality, data security etc. they will demand more, so operators and technologists out there beware, you need to be working with...
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Re: Why poor customer care is undermining the telco business

Paul Hollingsworth ·
Teresa, Ouch; some pretty hard punches aimed directly at the CSP soft tissue. There is a lot of truth in what you say. BUT - and this is in no way an attempt to provide an excuse - there are some significant differences in CSP-land that I believe are behind many of the failings to focus on customers: 1) Unlike in a grocer's store the "front of house" staff often do not have the knowledge or systems to be able to fix the problem. Fixing your mouldy bread or broken bottle is a matter of...
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Re: Announcing BOSSfest 2014

Snowden Burgess ·
as a virgin blogger This is right up my street, Lots of experienced bloggers to show me how its done, I shall ensure to get involved
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Re: Announcing BOSSfest 2014

Teresa Cottam ·
Thanks Snowden - hope you get plenty of inspiration!
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Re: What every business needs to consider: is the premium number dead?

Teresa Cottam ·
Here is a 'great' example of how this problem affects customers (from Ireland). A man was charged for 287 calls costing EUR35 to register for water charges of EUR32. Because the call centre couldn't handle the volume of calls, his call was rejected. He had no choice but to ring back because the water charges are mandatory. No apology or credit for the problem. Premium rate number; large numbers of customers affected. http://www.irishmirror.ie/news...lams-company-5779788
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Re: Dutch create new telco business model to boost IoT

Paul Hollingsworth ·
You don't mention VLR functionality? If the "thing" wants to move (say its attached to a car, aeroplane, or even to me) then it sounds from your description that VLR functionality would need to be an extension of the model. Or did I misunderstand? If there were EU wide cooperation in number allocation it may be possible to miss out a roaming concept, but then that creates a single PVNO across the whole of the EU. Heaven forbid such a thought!
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Re: How good is the telecoms customer experience today?

Paul Hollingsworth ·
Teresa, Recent personal poor customer experiece tied in with my current involvement in deploying a new Customer team and IVR has prompted me to make a few observations about Customer Experience (CE) and measurement. On measurement: Asking a customer about their experince is all about timing and context. For example, requests for customer input straight after a customer care call or very shortly after (i.e. with an automated call-back) are a waste of time. I, the customer, will be unsure...
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Re: Mobile World Congress 2014

Ashley Bowen ·
A good set of interviews – thanks. It is always interesting to hear the continued emphasis on technology rather than solutions – we remain a technology-led industry. Contrast this with the OTTs (sorry Teresa, I know you don’t like the term). We hear that Google has bought Nest who provide ‘intelligent radiator thermostats’. We see Facebook with What’s App and Google have entered into partnership with Oakley and Ray Ban. There are so many others – the OTT acquisition and partnership lists are...
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Re: The Cage: The future of Messaging

Peter Bowen ·
I have a complaint! There I was expecting a bloodbath with your opponent reeling from your incisive questions and having no answers; then you go and invite JF into the cage. It is not right that he had answers and could back then up with fact and how dare he make total sense and provide good advice. That's another Wake I have to postpone for 10 years.
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The Cage: Amdocs' Justin Paul talks about the state of the RAN

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  talks to...
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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: Blueface's Alan Foy talks about the future of voice

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, Chief Strategist Teresa Cottam asks Blueface's CEO Alan Foy...
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The Cage: Can Volubill differentiate itself from the competition?

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 Research Officer Teresa Cottam  asks...
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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: Intraway's Richard Hubble explains EMEA market entry

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 Richard...
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The Cage: Is Comptel right to think context is the next big thing in analytics

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 ...
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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: Jennifer Kyriakakis on Digital Innovation

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 Matrixx's...
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The Cage: Lessons from India

Monica Zeta ·
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 Vice President of Research Monica...
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The Cage: The challenges and opportunities presented by the B2B2C business model

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 Redknee's Jim de...
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The Cage: The future of Messaging

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 talks to Acision's JF...
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The cage: are there new opportunities for messaging?

Monica Zeta ·
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 Vice President of Research Monica Zlotogorski discusses with Archer...
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The Cage: Victor Donselaar on customer experience transformation

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 Accanto...
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The Cage: Will European Operators Be Ready for Local Break Out?

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 Volubill's John...
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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 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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Top tips: How to get more visitors to your Wikisperience profile…shhh!

Darran Clements ·
In this article Darran Clements explains how you can drive more traffic to your Wikisperience profile. You don’t want to get left behind now do you? Our B2B wiki-site, Wikisperience has been live for a few months and we are gradually...
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Transformation 2.0: Digital Transformation

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at new approaches to systems transformation.    Whitewashing the old house by LA Ring, 1908     If like me you shudder at the word 'transformation' you're probably old enough to...
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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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What effect is the "selfie" generation having on systems strategy

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the impact of the "selfie" generation and how this is affecting systems strategy for both CSPs and enterprises.      Bubbles, Sir John Everett Millais, 1886       It might be...
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What every business needs to consider: is the premium number dead?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the fate of non-geographic phone numbers in the UK and argues that they are the hallmark of failing businesses. She asks: are your business's communications strategies fit for the digital age or just an outdated...
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2010: the return to confidence

Darran Clements ·
It might sound like a bad sequel, but we really are seeing renewed optimism in the telecoms industry. In this article, Teresa Cottam assesses what this means for BSSOSS. The great question on everyone’s lips as the telecoms industry entered a...
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Aepona buys Valista, signalling further consolidation in SDP market

Darran Clements ·
Aepona announced today that it was acquiring Irish vendor Valista, a provider of digital commerce software. Teresa Cottam considers what this move means for Aepona and the wider market. Aepona has a vision of how the telecoms market will develop....
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Announcing BOSSfest 2014

Teresa Cottam ·
The clocks have gone forward, the spring conference season is underway... which means it's time for BOSSfest14. It's BSSOSS but a bit more rock n' roll. by Teresa Cottam     Portrait of Jimi Hendrix oil on canvas by the Swedish artist Tommy...
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Announcing #BOSSfest15

Teresa Cottam ·
The clocks have gone forward, the spring conference season is underway... which means it's time for BOSSfest15. It's BSSOSS but a bit more rock n' roll. by Teresa Cottam       Portrait of Jimi Hendrix oil on canvas by the Swedish artist...
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Announcing #BOSSfest16

Teresa Cottam ·
The blisters from MWC have healed, the bags under our eyes have retreated, and the spring conference season is underway. Time to review what ideas and advice we have to offer to the digiverse... by Teresa Cottam Image Source: https://www.flickr.com/photos/amalakar/
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Bandwidth crunch? Broken business model? What we have is a catering problem…

Teresa Cottam ·
Telesperience’s Teresa Cottam and Mobixell’s Seth Greeberg tell you why many of the problems we face in telecoms are basic catering issues. A Chinese buffet restaurant in the United States of America (Photo credit: Wikipedia)  ...
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