Teresa Cottam

Teresa Cottam

Teresa Cottam is the chief strategist with industry analysts and strategy consultants Omnisperience. She is an expert in BSSOSS and a judge of customer experience for the GSMA’s Global Mobile Awards. Teresa founded the company to focus on three core issues: improving operational efficiency, increasing commercial agility and delivering a better experience to customers. Teresa’s experience of a wide range of industry verticals, as well as deep telco experience, enables her to advise on both business level and execution strategies, and produce influential analysis on key industry trends. You can follow her on Twitter @teresacottam

Putting the digital into digital transformation

Putting the digital into digital transformation

Written by on September 13, 2017 in Guest Blog with 0 Comments

In case you hadn’t noticed, the word digital is everywhere. We’re all digitally transforming or digitally enabling or embracing the digital economy (or not). There are those of us who hate the word because it seems oddly out of date – telecoms having ‘gone digital’ decades ago. We remember when digitalisation simply meant making information […]

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Why the emperor needs new clothes

Why the emperor needs new clothes

Written by on August 14, 2017 in Guest Blog with 0 Comments

Hands up – I’m an analyst. Except I stopped calling myself that a long time ago. Why? Well apart from the similarity to the word ‘analist’, which does tend to describe our obsession with detail, the title means so little these days. Years ago, the industry analyst was an expert that shared best practice, an […]

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The story of Georgina Jolly and the lessons to be learned from it

The story of Georgina Jolly and the lessons to be learned from it

Written by on July 24, 2017 in Guest Blog with 0 Comments

Georgina is currently far from Jolly, due to incompetent customer-handling processes and outrageous customer support charges from Vodafone UK. A year after the mobile giant was slammed for a rise in complaints due to the introduction of a new billing system, why has it – and the rest of the industry – not learned the […]

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The inconvenient truth about billshock and roaming

The inconvenient truth about billshock and roaming

Written by on July 14, 2017 in Guest Blog with 0 Comments

 The new EU roaming regulations (the Eurotariff) has created plenty of work for our marketing and PR folk. But, as the commentator industry competes to stamp their mark on the issue, interpreting and reinterpreting it to push their own agenda, many myths are being promoted.  One of these is that roaming billshock has finally been […]

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The new contact centre – rather like running a family

The new contact centre – rather like running a family

Written by on May 27, 2016 in Guest Blog with 0 Comments

Anyone who has had to cater for an extended family knows the challenge. The kids want pizza; the grown ups want steak; your cousin wants something spicy; your sister something all organic; grandma wants a burger because it’s easier to chew. Eventually you begin to tear your hair out. They all want food but you’re […]

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The contact centre is dead, what will come after it?

The contact centre is dead, what will come after it?

Written by on May 19, 2016 in Guest Blog with 0 Comments

The contact centre has always been a somewhat nebulous concept. Many folk still default to the older term ‘call centre’, despite every effort that has been taken to rebrand it. The failure of the ‘contact centre’ label to take off is simply because the role that it plays has fundamentally remained the same. It is […]

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Is Level 3 the Levi Strauss of the Connected World?

Is Level 3 the Levi Strauss of the Connected World?

Written by on October 21, 2015 in BillingViews, Guest Blog with 0 Comments

Why are the large connectivity solutions providers such as Level 3 Communications so well placed in the Connected World?  I recently spoke at the ETIS gathering about the Business Performance Gap that is one of the great paradoxes of the Connected World. The paradox goes like this: Communications Service Providers (CSPs) may very well be […]

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What is innovation and how do we deliver it?

What is innovation and how do we deliver it?

Written by on June 24, 2015 in Guest Blog with 2 Comments

Communication service providers need to be better innovators. Digital service providers will have to be maestros of innovation. So the mantra goes. But just what is innovation in a telecoms sense? And if it is so important how do we become better at doing it? This was the subject of a fairly heated debate at […]

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