Tag Archives: customer data

Operators need for Baby Steps in Business Intelligence, More TMO Customer Service Woes, and the ITization of Telecoms

Amazon provides amazing customer service, I’ve never had to call them through the hundreds of transactions, everything is just there online.  Its respectful of my time and lack of patience.  Comparing this to my latest TMO (T-Mobile) experience has me wishing Amazon would take over TMO’s customer service.  The week before last my wife had […]

Why operators need an integrated Security Strategy to remain relevant as a service provider, not just a pipe provider

I presented at a recent sales conference for a large security / IT solution provider on the evolution of the telco industry and the role security and protection plays in that evolution.  I show below a cut down version of the slides I presented, removing the discussion on specific market opportunities and actions. In the […]

Case Study on why Ripping out the old IN to put in an open source NG SDP makes business sense

Even though M1 is a small mobile operator, roughly 1M customers, it remains one of the most innovative mobile operators.  M1’s business strategy is simple: to constantly deliver value to its customers by rolling out new and innovative applications and services.  In mid-2008, M1 began its search for a next generation service delivery platform (NG […]

Unmuddling APIs, Developer Communities, Developers, Third Parties, App Stores, App Warehouses, and Widgets…..

Network APIs do not require a developer community.  Its just an API: publish, provide code examples, define the process on how a third party can access the API, and you’re done. Network APIs are not necessary for an operator’s App Store.  For example operators have been selling content and apps on their portals for years, […]

Let’s Not Forget the Customer Service Basics in the Race to Innovate: Poor Customer Service Example from T-Mobile US

As a consumer, of all my bills my mobile/wireless phone bill remains the most troublesome.  Electricity, water, gas, broadband, TV and even fixed/VoIP telephony appear with few surprises.  A quick search online shows there is a significant problem with mobile operator’s billing.  My recent experience with T-Mobile US made me realize they do not understand […]