Tagged With "business process"

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Natural Selection: a Darwinian view of Telecoms Transformation

Darran Clements ·
Telecoms service providers are under pressure from competitors, customers and shareholders like never before. This pressure is stimulating change. Those who can respond will thrive in the new telecoms environment; those that can’t risk marginal...
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Internal Politics and the impact on Customer Experience

Snowden Burgess ·
Telecoms insider Snowden Burgess looks at how the customer is lost within internal battles for supremacy.   In a recent post I talked about how internal politics destroys innovation (see How Internal Politics Destroys Innovation, Change and...
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The Customer is king – Down with the king!

Teresa Cottam ·
Peter Bowen looks at the relationship between profitability and customer centricity - sparking a debate on the importance of customer centricity and what it really means   Nicola Forcella Dans Le Souk Aux Cuivres Before 1868    ...
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The Top 5 Brilliant things the Cloud Can Deliver - If You Get Your Security Right

Teresa Cottam ·
Voltage Security's Dave Anderson explains how enterprises can benefit from the Cloud while minimising risks.  Wheatfield at Auvers under Clouded Sky, Vincent van Gogh  Everyone has an opinion about the ‘Cloud’ and its effect on...
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Time for a new approach to pricing?

MDS's Andy Peers looks at why CSPs need to change in order to better meet customers' needs and price expectations. He argues this means focusing on value not on lowest possible price.   Joachim Wtewael, The Fruit and Vegetable Seller, 1618  ...
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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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Why operational efficiency does not guarantee success

Teresa Cottam ·
Efficiency is always good - right? Chief Analyst Teresa Cottam looks at the risks around operational efficiency and why high levels of efficiency are not a guarantee of future success. Young Woman Picking Fruit, Mary Cassatt, 1891  For a long...
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Faster is better: automating analytics for improved customer experiences

By Shelley Schlueter at Nokia Networks, Head of CEM Product Marketing Twitter : @ sschlueter   Karl Witkowski, Happy Days, 1909   Yes, the telecom industry can do today what the internet (OTT) players like Amazon have already done for some...
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Is horizontalism the latest IT cult?

Darran Clements ·
We used to talk about convergence, integration and automation; but recently there has been more and more talk of horizontalism. As horizontalism begins to grip telecoms IT, Teresa Cottam asks whether it’s just the latest IT cult. ...
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To Create Business Moments, Perfect Customers’ Digital Moments

By Malla Poikela, Head of Marketing, Intelligent Data at Comptel         Today's digital natives – or "Generation Cloud" – are putting new pressures on digital and communications service providers. These customers are...
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Policy control: red hot telecoms tech that delivers a great telesperience

Darran Clements ·
I often get asked what’s hot in telecoms software. So if you’re a service provider looking for hot tech that’ll also deliver a great telesperience my tip is to take another look at policy control. by Teresa...
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Why efficiency can lead to a poor customer experience

Snowden Burgess ·
Snowden Burgess, Telesperience's 'man on the inside' talks about why too much focus on efficiency can actually harm the customer experience, and why CSPs need to face up to the brutal truth.   George Andrew Reid , Women Operators, 1919  ...
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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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Digital Insurance: How to Protect Your Legacy

Matrixx's Dave Labuda looks at pragmatic approaches to leverage legacy investments while also benefitting from digital.     Teodor Axentowicz, Old Man and a Ghost of a Young Girl         The topic of Digital...
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Escape the circle of silos by using an enterprise product catalog

Teresa Cottam ·
Amdocs's Liron Golan argues that central product catalogs offer service providers the opportunity to escape 'the circle of silos'. He says they offer greater flexibility when defining offerings across multiple lines of business, and create a single...
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Announcing the Wikisperience project

Darran Clements ·
You told us that Wikipedia wasn’t working for you – we listened. Now you have Wikisperience to help improve the telesperience! At the end of last year we posed the question Is Wikipedia Discriminating Against Tech Firms? This started...
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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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Too Many Customer Complaints – Or Not Enough?

Darran Clements ·
Too many calls to the call centre? Too many customers complaining? That’s not good – this operator is in a bad way and its customers are saying so. But isn’t it also true that too few complaints can be a a strong signal that...
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Warning! Billshock can seriously damage your brand

Customer Kudos ·
In this post, Telesperience's guest blogger Customer Kudos, explores why billshock has got to stop, and why CSPs must stop blaming customers for it. Wrapped Oranges, oil on canvas painting, by William J. McCloskey 1889, Amon Carter Museum of American...
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Amdocs’s big idea: it’s BI Jim, but not as we know it

Darran Clements ·
As Amdocs tries to float the AIDA platform and concept, Teresa Cottam examines what it is, whether it’s resonating and whether it’s deliverable.  Amdocs is a past-master of reinventionDOX is a company that’s had a succession of...
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ATM cyberheist signposts increasing fraud risks for CSPs

Teresa Cottam ·
Teresa Cottam looks at the lessons we can learn from a recent $13 million cyberheist, and argues CSPs need to refocus on combating fraud and revenue leakage.  A Florida-based bank recently revealed it had been the victim of a $13 million ATM...
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Licences or leashes? Reviewing your software licensing could free up cash for innovation

Darran Clements ·
It’s one of those things that rarely gets aired in the press – the nitty gritty of software licensing. It’s not rocket science, it’s not particularly exciting, but failing to manage your software licensing proactively means...
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OSS Insight: systems strategy update

Teresa Cottam ·
In this article, Chief Analyst Teresa Cottam highlights how OSS systems strategy is changing - including details of a complimentary Telesperience research report to download.  Castle of Tavastehus from the west by Johannes van den Aveelen...
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Smart revenue sharing: the evolution of BSS

FTS's Nir Asulin explores how the growth of digital is bringing about dramatic changes to BSS, and how smart revenue-sharing models are key to helping service providers overcome the challenges they’re facing.   Sharing Fish by Thomas Cooper...
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CSPs still using the inertia approach to loyalty

Teresa Cottam ·
Teresa Cottam looks at why relying on customer inertia is a dangerous gamble, especially when all the conditions that stimulate customers to re-evaluate their telecoms service are present.  I recently highlighted an example of where an...
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Does IT deserve the blame?

Teresa Cottam ·
Bills are late and inaccurate, my laptop isn’t working, the CRM system is getting slower every day – it’s natural to blame the IT Department for all manner of ills. The reality is that IT is constrained by budgets just the same as...
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How metro woman met techno woman and why telecoms software is a lot like shoes…

Darran Clements ·
Personally, I prefer technology to shoes. But last weekend a conversation with some playground mums made me realise why telecoms software has a lot in common with shoes… by Teresa Cottam     I’m not really a shoe person. Last...
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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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How to select a BSSOSS system – choosing the right system

Teresa Cottam ·
CSPs selecting BSSOSS systems typically face three major challenges, in this article guest blogger Peter Bowen looks at the first of these – choosing the right system.  There are typically three key challenges a CSP faces when selecting a...
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Innovation: what telecoms firms need to learn from athletes

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at telecoms innovation and what the industry needs to learn from musicians and athletes. Captain of the Eleven by Philip Hermogenes Calderon, 1882   If you've ever played an instrument or been a serious...
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Is telecoms geared up for multi-channel retailing?

Customer Kudos ·
Telesperience columnist Customer Kudos looks at how CSPs are structured and whether they are still retailing in multiple channels rather than truly engaging in multi-channel retailing.  Hutladen, August Macke, 1914  I went into a far flung...
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IT get off of *my* system

Teresa Cottam ·
Telesperience loves to get everyone thinking and to challenge the status quo. That's why we couldn't resist bringing you this great opinion piece by Ashley Bowen, in which Ashley takes the view that IT departments should not be allowed anywhere near...
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Time to get serious about the supply chain

Darran Clements ·
We don’t normally cover product releases on Microsperience, but cVidya’s announcement of EZTrust is one we’d like to bring to your attention. It raises key questions about the telecoms supply chain of the future. by Teresa...
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UK CSPs – why I don’t want to renew

Teresa Cottam ·
Teresa Cottam relates the boring, uninspirational and frankly patronising experience of mobile contract renewal in the UK.     My contract period is up. The two years since I received my shiny new handset have flown by. Usually this is...
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Using LinkedIn for business? Time to review how you’re using it?

Darran Clements ·
Social media site LinkedIn has proven to be a popular platform for business users, but it also has its drawbacks. Teresa Cottam looks at the benefits and the pitfalls of using LinkedIn to do business. Virtually everyone I know uses LinkedIn to...
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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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Can we stop worshipping at the altar of ROI and cost-benefit analysis please?

Teresa Cottam ·
Cost-benefit, return on investment… We hear about these all the time, they’re the bits we all like to see highlighted in articles and case studies. But are return on investment and cost-benefit analyses meaningful or trustworthy? by...
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Cloudshock - why the true cost of cloud is rarely understood

Tracy Monday ·
Telesperience's Tracy Monday asks: do we really know what the true cost of Cloud is?
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When the “best” system is not good enough

Darran Clements ·
As part of our series on sourcing telecoms BSS and OSS, Teresa Cottam looks at some of the common limitations and pitfalls when evaluating BSSOSS. She highlights a frequently overlooked point: that the “best” system may not be the right...
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Why ARPU’s not all it’s cracked up to be

Darran Clements ·
Teresa Cottam looks at the metrics the telecoms industry uses to judge performance and questions whether these are the right ones. She argues that other metrics can provide more insight, and that the performance of key operational systems needs to be...
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Why changing broadband provider can be #CSPhell

Teresa Cottam ·
Teresa Cottam recounts her own poor telecoms experiences and what we can learn from them. In this post, Teresa explains why her recent experience of changing broadband providers demonstrates failures in the UK market. Broken laptop computer (Photo...
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Wire free in the UK: time to cut the broadband cord?

Teresa Cottam ·
Teresa Cottam looks at the viability of mobile broadband for consumers and small businesses.       My MiFi adventureA few months ago I decided I’d like to explore the fully mobile broadband experience with a view to...
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Making the impossible possible (a fishy tale)

Teresa Cottam ·
Teresa Cottam relates a fishy tale and explains why we need to stretch ourselves to make the impossible possible.     As you’re probably aware, fishermen are renowned for their tales and tendency to exaggerate. The following tale...
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Rising coupon fraud presents opportunities for CSPs

Teresa Cottam ·
Teresa Cottam looks at the increasing popularity of coupons and vouchers as a retailing strategy, and looks at what the opportunities and lessons are for CSPs.                     Image Courtesy...
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Dressing up your big fat billing system with #sexybilling still doesn’t make it attractive

Teresa Cottam ·
Teresa Cottam looks at what we need, and what we don’t need, from our billing infrastructure in order to make our billing models more attractive to customers and profitable for the industry. She argues that CSPs need to consider if they need...
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How good is the telecoms customer experience today?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at how CSPs think they're performing in terms of the customer experience they provide to their customers.  Gyorgy Vastagh, Chatting   We're constantly being told that CSPs finally get it: they...
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Is "who" now the most important question we need to answer?

Teresa Cottam ·
As the UK moves towards enforcing age verification for restricted content, Chief Strategist Teresa Cottam argues that there is a huge strategic opportunity for CSPs. The Reflection, by Edward Simmons  As analysts we answer a lot of questions in...
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The BSSOSS paradigm shift: part 1 the role of opensource technology

Darran Clements ·
RiverMuse (not to be confused with TEM vendor Rivermine, or former network management vendor Riversoft) announced the availability of its open source fault management platform in November 2009. Teresa Cottam looks at RiverMuse’s offering and...
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BSSOSS at MWC12

Teresa Cottam ·
Teresa Cottam looks at the MWC experience for the BSSOSS community.  For the first time in a couple of years I actually ventured to MWC.  I have read many of the reviews of this year’s show and they don’t quite match with my...
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