Guest Blog

How to build a Customer Experience Framework – and make it part of ‘business as usual’.

How to build a Customer Experience Framework – and make it part of ‘business as usual’.

Written by on December 28, 2013 in BillingViews, Guest Blog with 0 Comments

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 […]

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A Micro-Billing Success Story Thanks To The X Factor

A Micro-Billing Success Story Thanks To The X Factor

Written by on December 18, 2013 in BillingViews, Guest Blog with 0 Comments

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 […]

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Is it time to cut revenue assurance budgets?

Is it time to cut revenue assurance budgets?

Written by on December 17, 2013 in BillingViews, Guest Blog with 3 Comments

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 […]

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Banks Tighten the Belt… But Don’t Forget About Payments!

Banks Tighten the Belt… But Don’t Forget About Payments!

Written by on December 16, 2013 in BillingViews, Guest Blog with 0 Comments

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 […]

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Time to market – time to change

Time to market – time to change

Written by on December 13, 2013 in BillingViews, Guest Blog with 0 Comments

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 […]

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Can we rely on just one financial services provider?

Can we rely on just one financial services provider?

Written by on December 10, 2013 in BillingViews, Guest Blog with 0 Comments

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 […]

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TEOCO-AIRCOM deal shows how assurance can move back to front

TEOCO-AIRCOM deal shows how assurance can move back to front

Written by on December 9, 2013 in BillingViews, Guest Blog with 2 Comments

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 […]

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BSS, Turkeys and the Real-Time Magic Wands

BSS, Turkeys and the Real-Time Magic Wands

Written by on December 6, 2013 in BillingViews, Guest Blog with 0 Comments

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 […]

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Why use mobile money, when you can use Bitcoin?

Why use mobile money, when you can use Bitcoin?

Written by on December 2, 2013 in BillingViews, Guest Blog with 0 Comments

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 […]

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Surge in Npower complaints reveals need for revamped assurance

Surge in Npower complaints reveals need for revamped assurance

Written by on November 27, 2013 in BillingViews, Guest Blog with 2 Comments

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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