Tagged With "Teresa Cottam"

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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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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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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: Daniel Allen talks enterprise customers, innovation and Cloud

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 Sipcom's...
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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: 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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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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Mind the perception gap

Teresa Cottam ·
Chief Strategist Teresa Cottam asks: do you really know what your customers think of you, or have you become self-delusional?   Thomas Pollock Anshutz, A Passing Glance   With the best intentions in the world, a company puts...
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Now the WiFi Genie is out of the Connectivity Bottle, show me the money

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the thorny issue of monetising WiFi and argues commercialisation should be a higher priority for CSPs.       Paying the Tax (The Tax Collector) , Pieter Brueghel the Younger, 1620-40    ...
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Customer loyalty is dead - welcome to the age of infidelity

Teresa Cottam ·
Chief Strategist of Telesperience Teresa Cottam looks at why focusing on loyalty will be fruitless in the age of customer infidelity.
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Welcome Generation "Thingies"

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the generational issues and opportunities arising from the Internet of Things (IoT).   The Umbrellas, Renoir, 1883       Each generation adopts and drives certain communications technologies....
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How do you make money out of WiFi?

Teresa Cottam ·
Teresa Cottam looks at the challenges and revenue opportunities as WiFi takes off as a mainstream technology and integral part of the HetNet. Renoir, The Umbrellas, 1881-6     WiFi is everywhere; it’s ubiquitous; and, increasingly,...
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Is experience all it's cracked up to be?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why the demand for 'experience' in the telecoms industry is one of the biggest risk factors holding it back.     Rembrandt, Portrait of an Old Man, 1652-54     "You can't be a serious player...
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The Cage: Is Wifi a 'Necessary Evil' or a Great 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 Birdstep's...
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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: how will improved understanding of data usage help differentiate MVNO offerings?

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 Millenoki's Tony...
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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: 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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Why poor customer care is undermining the telco business

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why service providers don't compare favourably to other retailers when it comes to customer service.   Tough Customers, 1881, John George Brown     Readers of Microsperience will recall my post...
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Data Marmite: How to turn a by-product into a success story

Teresa Cottam ·
Telesperience's Teresa Cottam looks at data-as-a-product and explains why it's like Marmite.       You've probably heard data declared to be "the new oil" of the digital world. The analogy isn't a bad one - after all, data fuels...
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Dutch create new telco business model to boost IoT

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why the Dutch government believes that a new model is required to boost the IoT, reworking the relationship between enterprises and network operators.     Where Next? Edward Frederick Brewtnall  ...
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Why The Internet of Everything Needs a Female Touch

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why IoT and IoE strategies will not be maximised until more female perspectives are embraced.   Julius LeBlanc Stewart, Les Dames Goldsmith au bois de Boulogne en 1897 sur une voiture     I've...
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Beyond the contact centre - catering for Z

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at why the future of customer support is far more like catering.
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The business power of the unforgettable experience

Teresa Cottam ·
Telesperience Chief Stategist Teresa Cottam is an expert on both the customer experience and how to utilise this to drive business value. In this post she look at the difference between satisfaction, loyalty and engagement, and why over-automation can...
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The business value of kindness

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at the business value of kindness, and explains why customer experience is a philsophy not a technology.     The Soul of the Rose, John William Waterhouse         I write...
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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: 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: 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: 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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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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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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Commercial lessons that still haven't been learnt

Teresa Cottam ·
Smell the change? There's an ill commercial wind blowing in the telecoms market. Chief Strategist Teresa Cottam looks at the weather forecast.   Carlo Bonavia, Storm off Rocky Coast, 1757     In telecoms we're usually focused on the...
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Why business policies need constant maintenance

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at the problems of maintaining policies, convergence, and service mobility.   "Royal Street Antique Shop" 1918 French Quarter of New Orleans by Harry A. Nolan       Over the last...
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Level 3 Communications launches SOC and expands its claim in the Connected World

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at how Level 3 is positioning its business in the Connected World, and how the connectivity service business is evolving.     Charles Christian Nahl and August Wenderoth, Miners in the Sierras, 1851...
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Pay Now may be a revelation but it's not a revolution

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the telecoms industry buzz around Pay Now charging models.   The Old China Shop, Ralph Hedley, 1877     It's interesting to see renewed interest in pay-now strategies in the telecoms industry....
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Revenue maximisation: the hidden dangers in upselling

Teresa Cottam ·
Chief strategist Teresa Cottam looks at why CSPs need to tread carefully when switching to revenue maximisation mode to avoid common pitfalls in selling. Market scene with a pick pocket by Louise Moillon  I've recently been talking to a number of...
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CSPs losing more than EUR23 billion per annum unnecessarily

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at revenue optimisation and some overlooked causes of revenue leakage. Barrels of Money, Victor Dubreuil, c. 1897  Never has it been so important for the telecoms industry to run 'a tight ship' when it comes...
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Defining the Internet of Things

Teresa Cottam ·
Everyone's talking about it, but what is the Internet of Things? And how does it relate to other key concepts such as M2M and IoE? Before we talk about how to commercialise the Connected World, we'd better first understand it. by Teresa Cottam, Chief...
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Five things that annoy me about Cloud

Teresa Cottam ·
Chief Strategist Teresa Cottam explores her pet peeves about the Cloud. Cloud by Arkhip Kuindzhi, circa 1896       1. The Cloud isn't literally in the sky You wouldn't be reading Telesperience unless you knew this already. But start...
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Handsets are new focus of billshock

Teresa Cottam ·
Teresa Cottam looks at an old but persistent form of customer gouging that undermines customer experience within communications and digital service providers.   Jose Ferraz de Almeida Junior, Longing, 1899     The UK press recently...
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How (not) to build an SME business

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why trust is the foundation of any SME offering, and CSPs wishing to develop an SME business need to be ever mindful of building and reinforcing it. Auguste Delacroix, People frightened by the tide  Nobody...
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Is the CSP dead?

Teresa Cottam ·
Telesperience's Chief Strategist Teresa Cottam looks at the role of the communications service provider and whether it is now obsolete.
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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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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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Keeping innovation real in the Dominican Republic

Teresa Cottam ·
Teresa Cottam looks at the nature of innovation and at a great new example of customer-centric innovation from LATAM.   Beach, Dominican republic (Photo credit: Wikipedia)  We like our bells and whistles in the mobile market. We like...
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Mobile World Congress 2014

Morgan ap Darran ·
Telesperience interviews Chief Strategist Teresa Cottam, as well as Millenoki, Orga Systems, Taqua, Cerillion and Broadforward at Mobile World Congress 2014. by Morgan ap Darran and Lucy Neill         Whether you were tied to your...
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New revenue streams: CSP opportunities in the utilities market

Teresa Cottam ·
CSPs worldwide are excited about the opportunities presented by the rapid change taking place in the utilities market. While there has been much talk about M2M traffic, other opportunities have largely been ignored.  by Telesperience Chief...
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On the first day of Christmas…

Darran Clements ·
Here at Telesperience we’re getting all festive about BSSOSS! by Teresa Cottam On the first day of Christmas, my IT manager said to me “operational efficiency”. On the second day of Christmas, my IT manager said to me...
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