Tag Archives: CEM

Running to Stand Still. The Negative Cycle of Spending Virtually all the IT Budget to Keep the Lights On. Why we need a BOSS reset!

I apologize that this is a high level article, but I’m seeing the term Customer Experience Management being misused and promising things it will not deliver without a complete reset of the BOSS (Business and Operational Support System).  A problem faced by many telecom network operators (telcos) is they are caught in an endless cycle […]

MWC 2012 Summary: The Trials and Tribulations of Entering Middle Age

This year I brought my wife and 2-year-old son to Barcelona; we arrived on the Thursday before MWC (Mobile World Congress).  Barcelona is great for small children with lots of playgrounds, some with crèches that bring out their toys to play with making it great fun.  The restaurants go the extra mile in making the […]