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  • Nanda Kumar

    Next generation is here, but are we listening to them?

    Posted September 29, 2014 by Nanda Kumar

    You surely know these words from Whitney Houston’s song, “I believe the children are our future, teach them well and let them lead the way,” but how many of us actually take heed of this message? Whilst digitally-oriented corporations go on about how big data will help them profil...

  • Cato Rasmussen

    Listen to the Customer, an idea from the past

    Posted September 25, 2014 by Cato Rasmussen

    At events, seminars and in media we are being tsunami(ed) by visionaries telling us we need to listen to the customers. We spend time and money on NPS (Net Promoter Score), Surveys etc.   This led me to think, when did I last get a survey from Google, iTunes, Amazon, Facebook, Twitter or Alib...

  • Paul Vedam

    The service provider kitchen is in a mess!

    Posted September 24, 2014 by Paul Vedam

    If you have read my previous blogs, you will have noticed that my world revolves around the service provider and customer service. The challenges faced by service providers in the context of customer experience are also firmly rooted in the history of their back office systems, but these systems are...

  • Rui Paiva

    Why three is a crowd

    Posted September 19, 2014 by Rui Paiva

    When big communications and utility companies go after customers they most commonly takes a three-pronged attack hitting corporate accounts, small to medium enterprises (SMEs) and consumers.   It would be foolish to generalize but, for the purposes of this blog, I need to.   The big ...

  • Ali Durmus

    Is BSS virtually there?

    Posted September 8, 2014 by Ali Durmus

    We are being inundated with information and theories on how best to achieve virtualization within network operators, but without firm standards in place is it simply too risky to undertake?   Despite great strides being made, particularly by ETSI, to address the technical challenges around ne...

  • Nanda Kumar

    iPhone, iPad meet iBM

    Posted September 4, 2014 by Nanda Kumar

    If you have any doubts that the desktop computer is not going the way of the dodo then the recent announcement of IBM and Apple joining forces should all but confirm it.   IBM, the once undisputed king of hardware from mainframe to PC is now firmly entrenched in enterprise software, cloud ser...

  • Jason  Lane-Sellers

    Fraud Management Hot Buttons

    Posted August 27, 2014 by Jason Lane-Sellers

    It’s easy to assume that fraud issues follow the trends of the day: LTE, 4G, mobile money. But technology actually wasn’t a hot topic for presenters and delegates attending this year’s CFCA annual fraud management event in Philadelphia, USA.   The biggest concerns were aroun...

  • Paul Vedam

    The plight of the CSR

    Posted August 26, 2014 by Paul Vedam

    The next time you call your communications service provider to complain about an issue with a broadband or cellular phone service, spare a thought for the customer service representative on the other end of the line. Depending on their size, CSPs can hire hundreds or even thousands of CSRs every yea...

  • Martin Creaner

    The 'Transformation of Economics'

    Posted August 18, 2014 by Martin Creaner

    The global digital economy is evolving at a speed that is truly remarkable.  Every service, across every vertical industry that can be delivered digitally is becoming digital, and this is fundamentally changing the business models and market structure of the global economy, creating a whole new...

  • Dave Labuda

    Why ‘Candy’ Will ‘Crush’ AYCE Business Models

    Posted August 18, 2014 by Dave Labuda

    As those once-popular ‘all-you-can-eat’ (AYCE) data plans slowly disappear from view, we need to look forward to determine what will replace them. Even Sprint in the US, a champion of AYCE plans, reportedly sent disclaimers to its top 5 percent of volume users limiting their over-usage.&...

  • Gadi Solotorevsky

    Top 3 Insights from the TM Forum Revenue Assurance Survey

    Posted August 12, 2014 by Gadi Solotorevsky

    Okay, I confess I’m bit late. It’s a busy time, with many new and interesting things going on, (but I’ll write about that in another post). So I apologize, I still haven’t published my traditional Top 3 insights into this year’s Revenue Assurance Survey results that the...

  • Nanda Kumar

    Are you thinking what I’m thinking?

    Posted August 1, 2014 by Nanda Kumar

    A recent reading of ‘The Future of the Mind’ by Michio Kaku set alarm bells ringing for me. Kaku is convinced that the mysteries of the mind will be mysteries no more.   He tells us we will soon be manipulating the ‘stuff of consciousness’ with the same acuity we push ...

  • Ali Durmus

    Monetization or optimization?

    Posted July 29, 2014 by Ali Durmus

    In recent times there has been an inordinate amount of discussion in the telecoms’ sector about monetization. This is not just about making money, it’s more about finding ways to generate revenue from new sources and seeing how best to maximize revenue from traditional ones as well. Whi...

  • Amit Daniel

    Turning big data into business value

    Posted July 24, 2014 by Amit Daniel

    Big data can deliver substantial business value, but only if it breaks out of organizational silos. That was one of the key conclusions from a panel of experts discussing big data and customer engagement at the TM Forum Live in Nice in June.   Featuring experts from leading communications ser...

  • Max Speur

    Forget SME not!

    Posted July 24, 2014 by Max Speur

    Communications service providers (CSPs) are having to radically re-evaluate the way they do business, not only because of the pressure on traditional revenue sources but also from OTT competitive forces. The path to the retail customer’s door is getting a little worn these days and the high c...