What’s my digital score, what can I do about it…and what’s it worth?

July 11, 2016 by Oisin O'Connor

This is a question many mobile service providers are starting to consider as they shift gears and move their digital strategies into execution mode. Everyone talks a good game in relation to their digital endeavours, but what really counts is what customers think and more importantly what they tell their friends.

Read More

Why NPS (No Problems Score) is the metric for CDOs to make their customers happy

May 10, 2016 by Jennifer Kyriakakis

About 25% of mobile service providers have hired a Chief Digital Officer (CDO) in the last three years. Spanning the more recognized roles of CTO and CIO, Digital Officers have a lot of work on their hands, because instead of just focusing on either network or IT overhauls, they’re in charge of re-energizing the entire business.

Read More

Change is the New Norm: Real-Time is at the Core of Digital Transformation

April 21, 2016 by Karl Whitelock

Change has been constant for communication service providers (CSPs), particularly in the last two decades since deregulation of the North American market, and then more recently in other geographic sectors. However, the level of change continues to increase, and the rate of change keeps on accelerating. Perhaps this is concerning to some; but opportunities abound in a changing world, particularly...

Read More

How to act like a digital local

April 15, 2016 by Teresa Cottam

‘When in Rome do as the Romans do.’ An old adage that telecoms firms would do well to pay attention to as they embark on their journey to transform themselves from communications service providers (CSPs) into digital service providers (DSPs).

Read More

Our prescription for big transformation fatigue

April 14, 2016 by Dave Labuda

In my last blog, I wrote about Two-Speed IT and how I think it applies to telcos. I believe we have now reached the tipping point where opting for a faster speed of IT is not just viable, it’s preferable for telcos that are addressing a dynamic new customer segment for whom life moves very quickly (video).

Read More

FOMO, Control and the Art of Wasting Time

March 31, 2016 by Jennifer Kyriakakis

There’s a great piece from The Onion proclaiming “Americans nationwide reportedly demanded a new form of media Wednesday to bridge the entertainment gap they endure while turning their heads from their laptops to their cell phones.” Satirical, yes. Highly inaccurate? Probably not! The digital age has transformed us and now the average person guzzles information like a Hummer guzzles gasoline. And...

Read More

Can Telcos Embrace Bimodal IT?

January 05, 2016 by Dave Labuda

Bimodal (aka 2 Speed) IT is the practice of managing two separate modes of IT delivery, one focused on maintaining the legacy status-quo and the other on agility and time-to-market for new digital services and channels. The basic concept put forth by the likes of Gartner and McKinsey is that existing IT infrastructure and processes are not able to transform to support changing customer...

Read More

DPI – Creating Deeply Personal Interactions

December 28, 2015 by Nigel Back

Imagine an Alice in Wonderland world where you pay for music based on the number of notes. If you run out of credit, no more notes or maybe the sharps and flats get throttled.  Or paying for my trusty Economist by the word but having the vowels disappear if I have insufficient funds for the full edition. Or a video, where the colour green gets removed after the first hour.

Read More

E-SIM’s bumpy ride begins to smooth out

December 07, 2015 by Chris Gibson

Last year I wrote about the Apple-SIM and how in many ways it was testing the water for the later introduction of soft-SIMs. iPads were ideal as a test ground: they had low take up of cellular services anyway, and there was not the same dependence on CSP-subsidised distribution channels.

Read More

Changing the economics for Digital

November 20, 2015 by Oisin O'Connor

Today's digital consumers have different expectations from their service providers and this is forcing a rethink around the value that traditional Business Support Systems (BSS) deliver.  BSS costs are not insignificant, equivalent to approximately 3% of annual revenues, and many service providers are having a good look at whether this investment will ever deliver a real-time digital...

Read More