From September 15th to 16th, Huawei held 2015 Global Services Forum, under the theme of Re-architecting Infrastructure and Operations for New Growth, the two-day event brings together more than 300 guests from leading global carriers, standards organizations, open source communities, analyst institutions, partners, and media outlets. The forum this year is aiming at sharing experiences, innovations, best practices, and thought leadership to advance new growth on the journey of experience-driven re-architecting operations and ICT infrastructure. Dr. Howard Liang, Huawei Senior VP and President of Global Technical Service, delivered a keynote speech at the forum.
Re-architecting Infrastructure and Operations for New Growth
Author: Dr. Howard Liang, Huawei’s Senior Vice President and President of the Global Technical Service Dept
Experience has become the foundation of retaining users and increasing the user lifetime value. In future, from the end user’s point of view, there is no difference between the services provided by carriers and Internet companies, but in the experience, there is still large gap. For example, in China, carriers provide 4G networks with a real-time bandwidth of 100 M bit/s. However, users have to go to the customer service center in person, and generally queue for at least half an hour before they can upgrade their service plan to a 4G service package.
Hence, we must expand our experience focus from networks to end users and services, as experience has also become the driving force for new business growth. This experience is end user journey experience, which was summarized as ROADS: Real-time, On-demand, All-online, DIY, and Social. Based on the good network-based experience achieved by network evolution and operations improvement, to further achieve ROADS Experience, it requires the entire industry to think and explore how to re-architect operations and infrastructure.
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