Guest Blog
How do customers feel after their CEX with you? I recently lead a project with a major public transport provider to develop a Customer Experience Framework for their capital city commuter service. What struck me was that a railway is a service business just the same as telco is a service business; and there are […]
For the first time, on this year’s The X Factor, viewers voted via an app on their iPhones, iPads and iPhone Touches. 1.5 million people downloaded The X Factor app and many of these bought packs of votes for either 69p or £1.99 using iTunes payment. And people came back for more – we saw […]
Revenue assurance is an upstart. For about a decade, this tyrannical tyro has busted its way into every telco, challenging both managers and systems to eliminate the errors that cause revenues to leak. It has spread globally, like a virus. Along the way, it has extorted increasing headcount and budgets from reluctant execs. However, most […]
With increasing regulation in financial services in recent years, many banks are feeling a tightening of the wallet when it comes to innovation in consumer products and services. Investment spend that in years past has gone toward mobile and online advancement is now being spent on regulatory projects or worse, fines. At least in the […]
The jury is in, the verdict is clear. The need for responsiveness in the real-time world is driving a wholesale replacement of legacy BSS. ‘Time to market’ is the most critical driver. This is according to research house Infonetics and others (more details on the Infonetics research in our newsletter). The need to decrease time […]
Yesterday as I was thinking about the RBS NatWest systems disaster and what it meant for their customers who were financially embarrassed when their cards were declined, I saw that my colleague Alex Leslie had posted an article on the catastrophe. Alex is dead right when he talks about ‘If technology is the infrastructure of […]
As somebody who likes to analyse the performance of business assurance firms, TEOCO causes me unusual headaches. Their CEO, Atul Jain, routinely insists that TEOCO is not a revenue assurance vendor. And yet, they sell margin assurance products, and cost management products, and revenue management products. They even have a switch-to-bill reconciliation product. But I […]
It’s generally agreed that real-time is good and that operators must evolve toward a real-time BSS framework to continue growing in the current data-centric mobile world. The big question is ‘how to get there’. Well publicised news reports remind us that some ‘big bang’ billing transformation projects don’t always go to plan. In fairness, most […]
People talk about being methodical when managing risk, but most of that talk is hooey. It is not in human nature to be methodical about risk. Or rather, as Nobel laureate Daniel Kahneman has pointed out, humans use methods that are good for managing some kinds of risk, and terrible for managing others. Imagine trying […]
Things go wrong. Mistakes happen. That is why businesses have departments to handle customer complaints, and watchdogs keep a close eye on them. We all know this. And two big drivers of complaints are bills, and change. Everyone knows that too. So why are big businesses blighted by a recurring story, with a simple and […]
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