5 viewpoints you should read: Copper, Cloud, Projects, Customer Experience

Since the Total Telecom Knowledge Network was launched in August there have been some

outstanding article submitted. Here's the most popular from the last 30 days:

Revolutionising copper to relieve the backhaul bottleneck
Genesis Technical Systems

Building a cloud to drive transformation of traditional enterprises and industries
Huawei Technologies

Where Should You Focus Investment in Your Projects?
Juniper Networks

Transparency is the key to drastically cut network operators' $15bn annual outage revenue loss
SpatialBuzz

Changing Customer Expectations are driven by blurring borders between mobile and fixed & voice and data
EE at the IPX Summit

To find out about submitting your own Knowledge Network article, click here

There is no room for sleight of hand when it comes to ensuring a good customer experience

June 2013 Total Telecom+ is entitled New Tricks. It is available as a designed for tablet edition or as a PDF download.

For the most part, users of telecoms services are not looking for anything ground-breaking in their interactions with their service provider; they just want some good, old-fashioned customer care.

But providing what seems so simple to the customer is often a complex process for the operator. As our feature on p.8 shows, telcos have a wealth of tools and data at their disposal capable of telling them where their customers are in the network and what they are trying to achieve, thereby enabling them proactively to solve any problems and to create innovative services and pricing models. over small populations. Read more of Mary Lennighan's leader...

Also in this issue you will find

• Business: We talk to EE's Mansoor Hanif about the telco's LTE strategy. 
• Technology: Telcos must take advantage of what they know about customers.
• Geography: Four’s a Crowd: Consolidation on the cards in Sweden and Denmark as mobile operators compete over small populations.

Download PDF version

Get Tablet Edition for iOS or Andorid


Don't forget to check out previous issues of Total Telecom+ in the archive:

May: Selection Box - People are increasingly looking for choice without having to go too far to find it
[cloud services, Myanmar, Ooredoo]

April: Contentment - IPTV operators take different approaches to keeping their customers happy
[TV, Wholesale, AT&T, IPTV, Asia-Pac]

March: Face Time - Telecoms operators, vendors and OS providers are all seeking recognition from consumers [Brands, 4G, Spain]

February: Fresh Thinking - A new-look Total Telecom+ launches as Europe’s mobile operators get serious about LTE [LTE, o2, North America]

11 great #telecom video's from 2012

The Total Telecom video channel, Total TeleVision is stuffed full of fantastic interviews, so we've picked out 11 of the best, produced in 2012 that you really should watch.


Addressing the opportunities in Asia: Jim Clarke - Telstra Global

Building the trust of your customers: Don Peppers - Founding Partner, Peppers & Rogers Group

Europe has to change: Luigi Gambardella, Executive Board Chairman, ETNO

OTT is good for operators: Andreas Bernstrom is CEO of Rebtel

Telco's need to act more like internet companies - Ben Atherton, CEO, Samba Mobile

The regulatory climate in 2012 - Georg Serentschy, Chair 2012, BEREC

The switch is on - are you keeping up: Steve Gleave - VP Marketing, Metaswitch

The Top 500 Telecom Brands - David Haigh, Brand Finance

Video is everything: Storing & distributing content Lucy Dimes of Alcatel-Lucent

What do 'you' mean by customer experience - Johan Langer of Ericsson spoke to Brian Dolby at Total Telecom World

Why is Zain Jordan the "Best Place to Work" - Ahmad Al Hanandeh - CEO

Consistency is a great message for customer care #CEM

What does it take to provide great customer care? The recipe isn't necessarily clear as Wayne Schutte, of EE made clear in his presentation title at the recent Total Telecom Customer Experience Summit: "Everyone’s talking about it... but what actually is CEM?", but for him it came down to an aeroplane analogy with the warning of ″Don't f___ up the landing″.

But six companies that clearly do know a thing of two about customer care battled it out at this years World Communication Awards, with a shortlist in this competitive category comprising Bite Lietuva, Roshan, Optimus, Orange Business Services, Tata Communications and Turkcell.

However the final message could be that consistency is what counts. The award for Best Customer Care went to Roshan from Afghanistan, the very same Roshan who scooped Best Customer Service Initiative back in June at the 2012 Asia Communication Awards!



Entries are open for the 2013 Asia Communication Awards, so if you think you can do better, it's time to start working on your entry!

Top 3 challenges facing CSP's #TTCEM

Mr Justin van der Lande of Analysys Mason will be joining a panel at the forthcoming Total Telecom Customer Experience Summit examining How to use data and analytics and big data to maximum effect.

In a recent interview he talked about challenges facing communication service providers, flagging that they were all data related. You can watch this interview here:

Joining Justin on the panel will be:

• Mr Anshuman Verma, Senior Director for Customer Value Management, Du
• Mr Niclas Melin, Marketing Director OSS and BSS, Ericsson
• Mr Vinod Vasudevan, CEO, Flytxt
• Ms HaeJung Park, Senior Vice President, Head of Marketing, Business Unit, KT
• Ms Mary Clark, Senior Vice President of Roaming, Syniverse

To here the views and take part in the discussion come along to the Customer Experience Summit in London on the 14 November, or for more insight, DOWNLOAD our eBook CEM, what is it exactly?

Customer experience management. What is it exactly?

Everyone is talking about customer experience management or #CEM, but what do they mean? We've put together an eBook to support our forthcoming Customer Experience Summit, which offers some insight. 

In this downloadable publication you'll hear from: 

• Steven Walden - Beyond Philosophy
• Olivier Milcent - Momac
• Stuart Brown - Teleware

You can also read white paper contributions from Analysys Mason and Frost & Sullivan.

The latter is reproduced with the kind permission of its sponsor, Lavastrom Analytics, and poses the question of "Why aren't your customers happy"?

Finally, you'll hear from our own By Mary Lennighan with her article Keeping It real, originally published earlier this year.

If all this wets your appetite for more on #CEM, then you should really come along to the Total Telecom Customer Experience Summit on the 14 November.

At this event you'll hear from a range of experts on the subject, including:

Strategic Partne

• Director, Customer Experience - Telefónica Europe
• Senior Director for Customer Value Management - Du
• Director, Customer Experience - EE
• Chief Network Officer - Tata Communications
• Chief Officer Customer Services Operations - Ufone GSM
• Managing Director, Global Telecom Markets (GTM) - BT Wholesale

Book by the 26 October for the best delegate price!

What is #CEM - five practitoners you need to hear

Customer experience management #CEM is widely touted as the only remaining point of differentiation for communication service providers. Whether or not this is true, it is important enough for Total Telecom to put on a dedicated Customer Experience Summit, in London, on the 14 November.

A fantastic line up of operators, analysts and solution providers includes:

• Mr Wayne Schutte: Director, Customer Experience, EE
• Mr Madhusudhan Mysore: Chief Network Officer, Network & Service Operations SS - Tata Communications
• Mr Graham Webster: Director, Customer Experience, Telefónica Europe
• Mr Ahmad Kamal: Chief Officer Customer Services Operations - Ufone GSM
• Ms Janet Watkin: Founder, Ocean82

Who are they, and what are they talking about:

Mr Wayne Schutte: Director, Customer Experience, EE
Wayne Schutte joined Everything Everywhere in 2011 as part of the contact centre operations leadership team for the Orange and T-Mobile brands. In September he was appointed as the Director of Customer Experience team, which brings together expertise on customer insight, loyalty, excellence and innovation for all customer channels.
@TTSummit: Everyone’s talking about it... but what actually is CEM?

Mr Madhusudhan Mysore: Chief Network Officer, Network & Service Operations SS - Tata Communications
Madhusudhan leads CSO (Customer and services Operations group), for Tata Communications. His key focus at Tata Communications is to enhance the service capabilities and customer facing activities across the globe. He is responsible for supporting Global Carrier (Voice and Data) & Enterprise Services (Network and Managed) Operations
@TTSummit: Effective customer experience management strategies to retain enterprise customers

Mr Graham Webster: Director, Customer Experience, Telefónica Europe
Graham is responsible for leading the Customer Experience activity for Telefonica Europe as Telefonica continues to increase its focus on its customers. In 2011 he led the development of the Social Media Strategy for Telefonica Europe.
@TTSummit: Happy customers – using customer experience as a point of differentiation and to improve loyalty

Mr Ahmad Kamal: Chief Officer Customer Services Operations - Ufone GSM
Ahmad Kamal is currently leading the Customer Services division at Ufone in Pakistan. He possesses a rich and diversified experience spanning over 23 years in the Telecommunication Industry. He is regarded as one of the pioneers of Customer Experience management in Pakistan being associated with the industry since 1989.
@TTSummit: Understanding your market to offer a great customer experience

Ms Janet Watkin: Founder, Ocean82
Janet successfully developed and launched the OCEAN (Outstanding Customer Experience Analysis & News) programme for evaluating user perceptions of service providers. Janet looks to find root cause for dissatisfaction and offers consultancy to clients on achieving world class standards of service aligned with customer priorities.
@TTSummit: Panel discussion: Effective customer experience management strategies to retain enterprise customers

To hear more on this subject, come along to the inaugural Total Telecom Customer Experience Summit on the 14 November 2012.

For sponsorship opportunities contact
Oliver Chandler on +44 (0)20 7608 7041

Speakers Announced: Customer Experience Summit

The first speakers have been announced for the Total Telecom Customer Experience Summit.

To be held in London on the 14th November, the initial speaker line up includes Ufone GSM, Telefónica Europe, Tata Communications, Ocean82, Ericsson, Everything Everywhere, and more.

To find out how you can get involved or to book your place, visit the website www.totaltele.com/customerexperience

The Customer Experience Summit is one of three events Total Telecom are running at The Lancaster, London on the 13th & 14th November. The others are the second Total Telecom World conference and the prestigious World Communication Awards - now in their 14th year. Packages encompassing multiple events are available for both delegates and commercial partners.

Whole lot under one roof! #TTW12

The websites have been updated for the three events colocated under the - very large - roof of the Lancaster London this November.

This year you will find the 14th annual World Communication Awards sits alongside the 2nd Total Telecom World conference and new for this year the Total Telecom Customer Experience Summit.

World Communication Awards: established 1999, attracts up to 600 senior executives from global telecom operators and service providers. The awards take place on the evening of the 13 November in the fabulous Nine Kings Suite on the ground floor. www.worldcommsawards.com

Total Telecom World returns for the 2nd year and will take place in the Westbourne Suite on the 13 November. This years theme is Disruption Eruption, bringing together a line-up of speakers who are challenging how telecoms business is done. www.totaltele.com/world

The Total Telecom Customer Experience Summit is new for this year and takes place on the 14 November and examines how operators can profit from well defined and applied customer experience strategies.

Whether you attend one event, or all three, you need to ensure you have the dates in your diary to meet compelling speakers and key peers to network with.

Book today for the largest savings!

Check out the venue floorplans

Peppering up the Awards #ACA12

With the second Asia Communication Awards #ACA12 just around the corner, we're delighted to announce Don Peppers, founding partner of Peppers & Rogers Group as a guest speaker at this years awards.

Don has been named as one of the “Top 50 Business Brains” by The Times newspaper (London) and will be in Singapore to deliver a keynote at the CommunicAsia Summit (see press release).

We are delighted that he has agreed to speak briefly about Customer Centricity in Telcos in Asia prior to the presentation of the Asia Communication Awards.

The Awards have the support of CommunicAsia as an event partner and take place on the first night, 19 June, of this years massive exhibition and conference at the prestigious Grand Copthorne Waterfront Hotel.

The event will be attended by the leading telecoms players from the region, including the sponsoring companies, Telstra Global, SingTel, Citycell, Starhub, Huawei, and RP International.

Limited seats are still available for the gala dinner, visit www.asiacommsawards.com

Enterprise users name their favourites

The shortlist is out for the Users Choice category at this years World Communication Awards. All those who have made the shortlist deserve recognition as this is genuinely the category where the winner is chosen by enterprise users of telecom services, based on extensive research by Total Telecom and our partners at Ocean82

So well done to:

AT&T

Cable & Wireless Worldwide

Etisalat

Global Crossing

Orange Business Services

SingTel

Telefonica

Telmex

Verizon Business

To find out who wins, join us at the awards dinner on the 7 November.

You can gain more insight into why Orange Business Services made the shortlist by listening to their VP Customer Insight & Advocacy, Marc Anné, who will be speaking on The Customer Experience track at Total Telecom World.

More information about the users choice methodology is available here.