Navigating the Path between Customer Experience, Customer Information & Profitability

As competition and the economic crunch pit themselves against communications service providers (CSPs), it's getting harder and harder for them to maintain profitability, so the search is on for ways of exploiting underused assets. Keith Willetts, Chairman and CEO of TM Forum, takes a look at the inextricable link between customer experience and profitability and how data analytics can help service providers retain customers, improve customer satisfaction and positively impact the bottom line.

Will the Revolution be Televised?

As the communications industry focuses less on pipes and gadgets and more on the content going over them, knowing the rules of the game will make a difference on who succeeds and who fails, according to Monica Zlotogorski, Vice Chair, TM Forum’s Latin American Advisory Board, and Editor, Inside Latin America. But as people watch less TV and have many more entertainment options available to them, companies need to focus on personalized content or risk becoming a ‘dumb pipe’.

In this brand new report from TM Forum's Insights Research, Dr. Philip Marshall of Tolaga Research discusses the tremendous opportunities for mobile operators who can successfully navigate the growing mobile broadband market and the challenges and rewards facing those who make the right choices on transformation and business models for 4G.

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With some U.S. operators portraying 4G wireless as a choice between WiMAX or LTE, Jessica Scarpati of SearchTelecom.com looks at other regions of the world where mobile operators are deploying WiMAX and LTE as complementary technologies for specific applications and markets.

On the Monday afternoon of Team Action Week (Jan. 17, 2011), during the Frameworx Spotlight, TM Forum will host moderated roundtables on eight industry topics where Service Providers will discuss, debate and prioritize their needs to define a list of requirements. TM Forum invites Service Provider representatives who work in each of these areas to join the sessions and spend an afternoon with their peers sharing concrete strategies and specific requirements for best practices and standards that will improve business and operational performance.

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TM Forum's Contributing Member Program lays out a formal process where member companies that commit resources or formal contributions to the Forum's strategic programs set by the Board of Directors each year are rewarded with special marketing publicity, event discounts and preferred access to certain TM Forum programs or services. The Contributing Member Program is key to delivering timely best practices and standards to the market and can only be successful with the commitment and contributions of our members.

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With growing demand and unparalleled innovation, the mobile market offers tremendous opportunities. However, as 4G takes hold it will disrupt the status quo. Our latest Insights research report explores the following questions:

• Network migration – WiMAX or LTE, and how fast is fast enough?
• New design rules – How do network design and operations change with 4G?
• What's the big deal with all-IP? How does it affect network design and service lifecycle management?
• How will we cope with the growing variety of mobile broadband services offered?

Click here to read the Executive Summary.

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"For the past 18 months I, and many others, have been preaching the vision of the Operator becoming an enabler for other players in the industry."

Nominate Your Company for the 2011 Industry Leadership Award

Now is the time to enter your nomination for the 2011 Excellence Awards. The Industry Leadership category recognizes the member company demonstrating leadership, dedication and commitment to the Forum's industry collaboration activities and the uptake of TM Forum standards and best practices. All entries must be received by January 31, so submit your nomination today!

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