Tagged With "mobile"

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Re: Checklist: issues to consider for BYOD

Teresa Cottam ·
Another item to add: If corporate information is placed on a user-owned device (BYOD) then what rights does the corporate have in terms of controlling the security of this data? Can the corporate wipe the data from the device remotely? (Current thinking is that they corporate may not have the legal right to do this. Remote wipe tech may remove everything rather than being selective.) This issue is addressed by eg start-up Ventisys ( http://www.ventisys.com/ ) with its Oudles Vault.
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Re: Checklist: issues to consider for BYOD

Doug Newdick ·
Hi Teresa, A good list, but I would add a few things: Are you going to reimburse employees for expenses such as voice and data usage and plans? If so how? What are the tax implications of this? How about apps? Who pays for those? Are there required apps? Banned apps? How would that be enforced? Will you enforce policies (e.g. through Mobile Device Management) or will you rely on honesty? Will you allow any device, or will you restrict it to certain devices or operating systems? Will you...
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Re: Checklist: issues to consider for BYOD

Teresa Cottam ·
Thanks Doug - great additions. It looks like we're on our way to making a very useful list of issues for enterprises to consider. What you didn't do (with your usual modesty) is direct readers to your blog. So let me make amends for this and suggest readers take a look at your excellent blog where I believe you now have 9 posts on this topic! (Some great bedtime reading for me!) http://dougnewdick.wordpress.com/ Teresa
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Re: Why contracts are killing the telco business

Dominic Smith ·
Interesting news this week that Vodafone Spain, as an experiment, dropped its handset subsidies - the net result...they lost 639,000 customers in a quarter! So surprise surprise, they have reintroduced subsidised handsets. Long live contracts with handset subsidies! More details here: http://www.fiercewireless.com/...subsidies/2012-11-07
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Hi Dominic - thanks for the link. If we put aside the fact that the Spanish market is tough because of the terrible recession there - meaning that customers are unusually price sensitive, then this story add some interesting dimensions to this issue. Once a market introduces handset subsidies it's hard to wean people off them, but that's also the key - "weaning". The CSP can't just stop subsidising full stop and that's the strategy: it has to design new offers and tariffs that appeal. I...
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Dominic I agree - the attitude to prepaid customers is frankly antediluvian. It reminds me of that old addage: if you love something set it free, if it comes back it's yours, if not it was never meant to be. Trying to trap people shows a lack of confidence and sophistication, and as I said in the article it also shows you're fundamentally unreformed IMHO. Thanks for the comment
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Laurence That's a very good point and something I will be returning to in my next post! Teresa
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Re: Why contracts are killing the telco business

Dominic Smith ·
Another great post Teresa, spot on. Contracts are an extremely blunt tool and are increasingly being shunned by customers who just cannot tolerate the lengthy lock-in period. This is highlighted by the number of people who are now happy to pay the full retail price for a high-end device such as the iPhone 5, and then to switch network service provider at free will. This is a massive failing by the MNOs who have all the assets to offer a great service and customer experience, but are more...
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Re: Why contracts are killing the telco business

Laurence Judah ·
I guess this comes down to the definition of "loyalty" that most operators use, i.e. a lack of churn. The only thing that can lead to genuine loyalty is behaving in a way which makes customers want to stay, rather than simply locking them in. This is what leads to the true customer engagement and strong NPS that all operators are after.
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Re: Why contracts are killing the telco business

Ashley Bowen ·
The trouble is, those expensive handsets still have to be paid for one way or another
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Re: Why contracts are killing the telco business

Teresa Cottam ·
I agree Ashley, although there seems to be a trend developing of people wanting to buy the handset upfront or reuse an existing handset... The effect the subsidised handset has had on market dynamics (and we must remember not all markets subsidise them!) is definitely subject matter worthy of a post in itself. :-)
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Re: Telesperience Guide to MWC13 for BSSOSS visitors

Nilesh ·
well compiled list... would like to see some Service provider's comments on what are the challenges they're facing and what do they expect to "take away" from MWC ?!
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Re: Telesperience Guide to MWC13 for BSSOSS visitors

FTS ·
FTS (Hall 5, Stand I70) Billing vendor FTS ( www.fts-soft.com ) will be discussing how operators can take advantage of a variety of revenue-generating opportunities. People are invited to discuss with and learn about FTS' recent activities in the mobile money and financial transactions markets, as well as the M2M market. It will have live demos for both and is also going to discuss a new partnership which will create a QoE-aware data monetisation solution. Whilst FTS will once again be armed...
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Re: Telesperience Guide to MWC13 for BSSOSS visitors

Rachel Chicken ·
Volubill will be at Mobile World Congress, hall 7, stand G45. If you're interested in learning more about the benefits of converged charging and policy for broadband personalisation, operator services, traffic management, and more, you can arrange to meet with us there: marketing@volubill.com . We even have a few free passes - email the address above and ask us about them if you would like to be our guest at the mobile event of the year.
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Re: Telesperience Guide to MWC13 for BSSOSS visitors

Sigma Systems ·
Sigma Systems - find our meeting room in Hall 2 Stand 2MR30 Give us 9 minutes and we'll show you how to bring in an addition 9 euros in ARPU. Sigma has long been recognized for our leadership in OSS solutions for converged IP services. Our latest offering, the Sigma Cloud ServiceBroker, enables you to quickly, easily and profitably broker SaaS and cloud services, bringing in new revenues and helping to retain your high-value SMB subscribers. We'll be offering demonstrations of the Cloud...
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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: Rising coupon fraud presents opportunities for CSPs

LheaP ·
Couponing has become a way of life for many of us in these harsh economic times. However, many make use by counterfeiting them, and other kinds of coupon scam. If left unchecked, these irrepressible buyers might lead to price increases that hurt us all. A short term loan can help you pay for your food.
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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: LTE Roaming Developments: What Operators Need to Know

David Chambers ·
I'm not aware of any operator(s) who offer LTE roaming today, or will launch this in the immediate future. Everyone seems to be relying on 3G when abroad. Perhaps this is reinforced from my trip to the US last month. Roaming data £3 per MB. T-Mobile prepaid tariff - all you can eat voice/text/data for $3/day (the data is throttled after about the first 200MB per day). At these rates, I'd rather by a local LTE pre-paid subscription and use that - but the price quoted was over $150. It's not...
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Re: Mobile Video Optimization in Africa. Yes, you heard me right

Ashley Bowen ·
Interesting blog. As well as residential and consumer growth, a recent article by Ngozi Okonjo-Iweala, Nigeria's Finance Minister, comments on the rosy future for business and commerce in Africa. This must be another strong driver for mobile broadband growth. She notes that as Asia's economies slow down and its wages start to rise, Sub-Saharan Africa will become the next preferred destination for labour intensive manufacturing of mass-market products such as clothing and shoes. She believes...
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Re: Mobile Video Optimization in Africa. Yes, you heard me right

Teresa Cottam ·
Thanks for the comment Ashley. Quite apart from the specific issue that Stephen highlights in this post, I think you are right that there must be a re-evaluation of the African market. It has its own distinct identity in terms of what's important to African customers, and how African CSPs are going to meet those needs. And like Europe, Africa is a collection of distinctly different cultures and countries each with their own needs and profile. But just as Africa has enormous potential, and...
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Re: The big 4G mistake: assuming customers share your enthusiasm

Teresa Cottam ·
*PLEASE NOTE THIS RESPONSE FROM EE* EE's press team asked us to point out the following: "that with EE you cannot go over your data allowance, so you’ll never experience “bill shock”. When you reach 80% of your allowance, you receive a warning message letting you know the limit is approaching. When you reach your data limit, you then are directed to a top-up page, and cannot use any more data without buying a top-up – this means customers are in complete control of how much data they use."...
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Re: Banks turn spotlight on mobile security

Monica Zeta ·
You are completely right, Teresa. "Were there is a problem there is an opportunity." That's how it's always been in business. The concern I have is that our industry has been systematically *good* at putting the burned on the customer, as opposed to understanding customer value. In other words, this should be seen as an opportunity for our industry to deliver value/assurance to customers that CSPs are there for them and have an edge compared to others that may come up with competing...
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Re: Why operational efficiency does not guarantee success

Seth Greenberg ·
Teresa, Our concerns about the ability of mobile operators to thrive in the future echo your post - Efficiency good; Customer Experience and new revenue streams critical. It can be achieved once operators start to believe in themselves and evolve past the wholesale bit merchant phase. I hope you will be joining Mobixell at Broadband Traffic Management in London in two weeks. Noam Green, our VP Products & Marketing will be talking about this topic precisely on day 1 of the conference.
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Re: Why operational efficiency does not guarantee success

Teresa Cottam ·
Hi Seth Maybe Noam could share some of his thoughts on this topic with the community for the benefit of those who cannot attend BBTM? (I'll be there though!) It's a great topic for a chat event :-) Teresa
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Re: LTE Roaming Developments: What Operators Need to Know

Teresa Cottam ·
This story from ZDNet shows just how far we still have to go before roaming works from a customer and business point of view. Australian Rayden Crawley was hit with a AUD28,000 bill after losing his phone while roaming in Spain. http://www.zdnet.com/au/telstr...l-broken-7000008331/
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Re: Let's call 4G "licence" what it really is - 4G tax

Dominic Smith ·
Great post Teresa - I totally agree that the politics of 4G licensing are something of a joke. The other side effect of the 4G politics is the extra coverage of '4G' in the news. This only builds further expectation amongst consumers and an increasing likelihood that 4G won't live up to the hype - this would be another lesson not learned from the introduction of 3G. Following the LTE announcement from Everything Everywhere I wrote some comments about this on the Cerillion Blog:...
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Re: Let's call 4G "licence" what it really is - 4G tax

Teresa Cottam ·
Thanks Dominic - we're really don't learn our lessons. We're still tech-led (new net whoopeedo!) and not customer or business led (what does it do for me?). If we don't focus more on the latter then we are heading for a big gap between net build out and new revenues coming in. The 4G fan boys are talking it all up because it's new net spending, new BSSOSS spending, new handsets... But from customer experience point of view are we thinking about what it means? Do we have meaningful services...
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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: CSPs losing more than EUR23 billion per annum unnecessarily

LheaP ·
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Re: New EU regulations for roaming can breathe a new life into telecom billing

Paul Hollingsworth ·
Abhik, A very interesting topic and one that deserves debate, so thanks for raising the subject. However, I don't get your "complexity is needed" argument. Are you saying that due to the massive range of roaming customer traffic patterns (Time difference between visted and customer's domestic country, destination country of calls etc.), a visited operator could develop a massive number of tariffs each targetted at a different type of visitor? Or are you saying that a few massively complex...
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Re: Businesses are cutomers too, so how do we sell to them?

Ashley Bowen ·
I don't believe many businesses want to buy communications services per se, or IT services for that matter - they are a means to an end. However, most businesses realise they need various layers of technology to make them more successful. The CSP that really understands that a hair salon (for instance) needs to manage appointments, needs to keep accounts, needs to send customer reminders, needs to manage supplies and perhaps even do a few analytics, sometimes needing to do this remotely from...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
The saga didn't end. To cut a long story short the repair didn't work and the phone was still faulty. As a now irate customer I ring the CSP again. There is still no resolution other than sending the phone for another repair. No offer of replacement or what to do while the phone is being repaired. I ring them the next day as by now I am paying for a service I cannot use and ask to cancel my contract. You'd think at this point they would be highly apologetic. Not so. I told them the contract...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Jagadish Baddukonda ·
Hi Teresa, This is a classic case where there are different aspects that need to be worked on. Talking specifically about the Customer service area, the obvious point of focus would be to provide a unified view of the subscriber (and the related entities of the subscriber like the complaints, interactions, orders, campaigns) to all the channels. This needs a thorough understanding of the Customer care processes today and the different channels should only be a window while accessing and...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Ashley Bowen ·
As Jagadish says, this is a textbook case that desperately needs a unified view of each customer from all angles. From this you can then understand the value of each customer in terms of revenue, their up-selling potential and their propensity to churn - you can build some pretty good customer profiles. These are invaluable for customer management within the organisation. However, customer profiles are also a valuable new revenue stream for other organisations wanting to target their own...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Ashley Bowen ·
Cost of customer service is something that is easy to measure and is therefore concentrated on by bean counters. What is less often measured is cost of bad customer service. I wonder what sort of fault and complaint analysis frameworks Three have in place. Do they know what were the 10 most prolific causes of faults and complaints during August and were there plans set in place for addressing these. Are they sure that the ten most prolific causes of faults and complaints during July (and...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
Thanks Ashley - good points. But I would add that while "bean counters" need to be focused on costs, and operations on performance, we need someone to focus on the customer. The ideal is to achieve balance and a virtuous circle. As you imply, by learning lessons readily available to be learnt we can improve performance, lower costs *and* deliver a better customer experience. To deliver this requires senior management in telco to go beyond paying lip service to customer experience and to...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Jagadish Baddukonda ·
This is not just about Customer Service, which is only an outer layer. It is about the core operational processes like unified view of a customer across the channels, handling a fault reported by a customer, relationship with vendors (like Nokia in this instance), return material authorization and strategic decision on whether the CSP should just be a reseller of handsets or do they also own the handset fault after the sale has been made.
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
Hi Jagadish Thanks for your insightful comment. You are quite right that we have far more to fix than just customer service. In this post though I wanted to highlight the customer service journey I went through. There were a lot of organisational, policy, process and system reasons it wasn't good. What I wanted to highlilght was the experience from the customer perspective - the top layer. What I'd like to dig into now is what we can do to improve this journey through improving the...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Paul Hollingsworth ·
Isn't it so obvious that bean-counters are at work here. E.g. Recent personal example of a Customer Experience team conversation in relation to IVR design I was involved in, that the company's IVR was designed to keep customers from getting to speak to an agent. Need I say more (and I could!)
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Re: Dear Dave - my journey through the nine circles of customer service hell

Dominic Smith ·
My recent IVR experiences certainly fit with Paul's comments. It seems to be taking longer than ever to navigate IVR menus before finally getting an option to talk to someone. On the basis that these days people generally try the self-service channels first, when they call customer services it is usually because they want to speak to someone!
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
Thanks Paul and Dominic I agree we have too much focus on cost. While cost is important it isn't the only important thing. By focusing too much on minimising cost we actually negate opportunity. By talking to the customer we find out things about who they are, what they want/need, and build loyalty. There is nothing more loyalty-generating than a problem fixed well. We also have an opportunity to upsell/cross-sell. How can we claim to be customer centric when we see the customer as a cost...
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