Chaos brings opportunities

Written by on February 11, 2015 in BillingViews, Opinion with 0 Comments

Rickety BridgeThe disruption in the communications industry is reaching chaotic proportions. Google obviously has its eye set on carving out a piece of the game, with fibre available in some cities and now plans afoot to launch a wireless service. Meanwhile rumours, well actually an interesting job advert, suggests that Apple might be toying with launching a search engine to take on its arch rival, head to head.

Then, of course, Twitter has launched advertising and has increased its revenue 97 percent. This probably wouldn’t be hard if you launched it last year. Facebook is working on WhatsApp voice services on Android devices.

Amazon, after rumours have been floating around for a few years now, have confirmed that they are opening their first store at Purdue University Campus in Indiana. An actual shop.

It is all getting quite confusing and the blurring of industries and arenas is getting faster and faster.

Are there, though, opportunities for operators to provide something solid among all the shifting and uncertainty?

We have long said that trust is a huge asset for operators. Lack of it is dangerous indeed. Some would go further and say that being liked by customers is as powerful. At the moment probably the biggest irritation for customers is simple online safety. The frustration at BillingViews is well known. When they needed to change their password recently, they added a punctuation mark in the middle, but the provider – against the advice and direction of the whole of the rest of the security industry – says you are not allowed punctuation in passwords.

The result, not just for the confused BillingViews operatives, but most online customers generally is either using a password vault and generator (clearly you cannot use a password generator on a certain broadband provider’s site) or you try to use one or two passwords in the hope of remembering them. So, either customers will become more vulnerable or more confused. As a test it would be interesting to know how many times a day people click the ‘forgotten password?’ button. Millions?

What if operators could somehow provide that protection? If they could use the trust and work out ways of authenticating customers not just for their own services but for a range of apps that they had partnerships with – and their customers wanted. Surely that would be a powerful service. Gauge the reaction when you ask friends if they use the ‘login with Facebook’ option. It is not just ‘no’ it is an emphatic ‘no.’ No trust.

The question is, if you asked the same question about a service provider, would you get a ‘yes?’ Even an emphatic ‘yes’?

Tags: ,

About the Author

About the Author: Alex was Founder and CEO of the Global Billing Association (GBA), a trade body focused on the communications sector. He is a sought after speaker and chairman at leading industry conferences, and is widely published in communications magazines around the world. Until it closed, he was Contributing Editor, OSS/BSS for Connected Planet. He is publisher of DisruptiveViews and previously BillingViews. .


If you enjoyed this article, subscribe now to receive more just like it.

Subscribe via RSS Feed

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

%d bloggers like this: