Leadership Blog - All Comments

re: Smartphones, Are they smart? Are they phones?

Hassan Katanani — Wed, 04 Jan 2012 09:53:37 GMT

Hello Josh,

Thank you for your Post, it is relay interesting , Now you can share your posts with more than 42,000 telecom pro world wide on TelecomYou! Community and jobs "For Free" .

Join now and share your knowledge : www.telecomyou.com ,and we will feature it as part of the week top content at home page and in the newsletter as well.

if you have any question please feel free to contact me directly hk@telecomyou.com

Best Regards

Hassan

re: Creating Robust Net-Centric Services through Policy

Hassan Katanani — Wed, 04 Jan 2012 09:47:23 GMT

Hello Adam,

Thank you for your Post, it is relay interesting , Now you can share your posts with more than 42,000 telecom pro world wide on TelecomYou! Community and jobs "For Free" .

Join now and share your knowledge : www.telecomyou.com ,and we will feature it as part of the week top content at home page and in the newsletter as well.

if you have any question please feel free to contact me directly hk@telecomyou.com

Best Regards

Hassan

re: Actionable Intelligence – the Next Frontier in Telecom OSS/BSS

Hassan Katanani — Wed, 04 Jan 2012 09:46:06 GMT

Hello Hossein,

Thank you for your Post, it is relay interesting , Now you can share your posts with more than 42,000 telecom pro world wide on TelecomYou! Community and jobs "For Free" .

Join now and share your knowledge : www.telecomyou.com ,and we will feature it as part of the week top content at home page and in the newsletter as well.

if you have any question please feel free to contact me directly hk@telecomyou.com

Best Regards

Hassan

re: Show me the love, I'll show you the loyalty

Steven Cotton — Sun, 01 May 2011 08:11:09 GMT

Since the day that the Customer Experience Group fell under my Revenue Management responsibility, I have been beating the drum of the point at issue being about Customer Satisfaction, not just measurement of whatever experience, reacting to the discovery of a bad experience.

But Monica's point is key, and it was brought home recently in something I was reading where the writer observed "even satisfied customers will leave for a superior perceived value". CSPs have to make sure that consumers of their services are "stuck" on them out of loyalty--and, like respect, loyalty is earned, not demanded.

A favorite metaphor for the modern consumer of communications services is one found in Regis McKenna's book "Real Time". The subtitle of the book is "Preparing for the Age of the Never Satisfied Customer". Mr. McKenna is not saying that today's customers are dissatisfied, but rather that they are perpetually seeking their next satisfication experience, thus the need to earn their loyalty so they will seek that experience with you.

re: Show me the love, I'll show you the loyalty

Kartikeya Karnatak — Mon, 25 Apr 2011 16:30:07 GMT

hi,

i completely agree with you on this. That the CSP's hold the most valuable asset in terms of Customer's data, and they should exploit it to their best to get whatever returns from it.

But, one question is popping my head which is about competing in this cut-throat competition enviornment, meeting the customer expectations ( in terms of quality, cost ) and also to gain atleast necessary revenue out of it.

To add, they need to be in sync with the latest technologies in the market.

for example, cloud computing is the hot-debate these days, how this new trend can lead to effective cost reduction. But, still many things are unanswered.

So, how CSP's should look into this 'luring the customers by introducing some loyalty schemes' so that they not only can hold their customers but also satisfy them to the fullest and also can gain necessary revenue out of it...

re: Smartphones, Are they smart? Are they phones?

Pranay Sanghavi — Mon, 14 Feb 2011 11:04:51 GMT

the thing needed going forward is standards across the platforms. Like remember how do Nokia phones sent each other a full business card of the contact? Try sending that to a Samsung. .. [bluetooth is technology, but vcf is a format]

Such tiny things like calendar entry, business contact, web link, simple notes, and other tidbits are what make up the use of a smartphone in a truly collaborative sense if you compare it to a computer [PC or Mac, etc]..

So while they shove out feature after feature in isolation, how good they are as far as standard data transfer formats go?

re: Actionable Intelligence – the Next Frontier in Telecom OSS/BSS

Becca Goren — Tue, 25 Jan 2011 18:43:00 GMT

The writer birngs up several good points - the importance of sharing data - and using analytics across departments for one.

Sachin - the answer is yes. At the agent level, they need real time recommendations based on customer insights. This is a combination of having a recommendation engine supported by a 360 degree customer view - so you can see the customer's portfolio of products and services and experience across departments, segmentation/profiling and profitability info - to determine what category/treatment is appropriate, and optimization to determine the appropriate bundle, price, etc. In some cases, the info can feed a campaign management system.

In other words, real time + analytics. I presented a case study on a customer that does this today in a recent webinar Analytics Go Viral to Drive Carrier Profits: http://bit.ly/epJiG4

Yes - it is a challenge to tap into network level data and co-relate it to complaints. But it can be done. Our customers use text/predictive analytics to analyze trouble tickets and do the correlation analysis and determine impacts - and predictive analytics on the network side to analyze performance.

The biggest challenge we hear is not about the technology - but the culture. Who is incented to share analytic insights across these departments? Are their KPIs tied to each other? What is in it for them?

The technology is there...

re: Actionable Intelligence – the Next Frontier in Telecom OSS/BSS

Sachin Aggarwal — Mon, 17 Jan 2011 04:43:39 GMT

Are there any examples of how such Actionable Intelligence has been integrated into Customer Care CRM's - especially at the agent desktop level to provide real time guidance to consumers? In terms of Data, I think The Biggest Challenge in this arena is around tapping network level data & then co-relating it to Customer Related Complaints / Revenue impacts.

re: Will the Revolution be Televised?

Jinzhai Zhang — Thu, 13 Jan 2011 06:56:33 GMT

Thought-provoking!

Is Comcast really faster than other ISPs?

Copious-Systems — Wed, 01 Dec 2010 18:48:40 GMT

Someone referenced this post to answer question "Is Comcast really faster than other ISPs?"...