Curious about what ‘Making Data Beautiful’ means to Matti Aksela, Comptel’s vice president of analytics? Watch this video in which he discusses how communications service providers can truly benefit from leveraging their data and taking a “Contextual Intelligence for Telecoms” (CIQ4T) approach. Don’t miss the surprising fact Matti shares about himself as well!
At the 2012 Comptel User Group in Copenhagen, Stratecast analyst Jeff Cotrupe took a few minutes to explain what he considers most exciting about analytics and how communications service providers can leverage network and other data across their organizations. Watch the video below for more!
And in case you missed them, Comptel User Group videos with Comptel’s CEO, Juhani Hintikka, vice president of the fulfillment business, Simon Osborne, and director of product marketing, Steve Hateley, are also available.
Adding to our series of videos from the 2012 Comptel User Group in Copenhagen, Steve Hateley, director of product marketing, shares what his favorite ‘co’ word is and the technology innovation that excites him most. Watch and hear a surprising, little-known fact about him, too!
Like CEO Juhani Hintikka, Simon Osborne, vice president of Comptel’s fulfillment business, took a few minutes to discuss some of the company’s recent happenings. In this video, he covers why communications service providers should be excited about the launch of Comptel Fulfillment 8, explains how the new product fits into Comptel’s event-analysis-action strategy, and shares why he’s looking forward to spending time in London this summer.
At the Comptel User Group this week, CEO Juhani Hintikka filmed a quick Q&A in which he discusses the company’s strategic vision. Watch this video to hear him explain how Comptel can add value to communications service providers’ businesses and why he was happy to be at the historic Carlsberg brewery in Copenhagen.
Just a year ago, Comptel was discussing data as the new oil – touting the message that the key to future communications service provider (CSP) revenue is tapping into the information at their fingertips to better understand their customers. At this year’s Comptel User Group, CEO Juhani Hintikka took this a step further, explaining that it’s also about making data beautiful.
In his keynote presentation to customers, partners and industry analysts, Juhani examined the key factors impacting today’s telecommunications landscape. These included efficiently employing assets, monetising data services, differentiating with personalised customer information and driving contextual intelligence for meaningful actions. However, as famous hockey player (or as Juhani put it, the famous philosopher) Wayne Gretzky said: “A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be.” The same is true for the telecommunications industry – we need to increasingly predict what is important to customers rather than simply reacting.
So how do you know where the puck will be? Analytics can play a key role. For instance, Comptel’s analytics product has been over 80% accurate with results but, as Juhani stressed, this is only valuable if CSPs take action based on these insights – this can be anything from provisioning to targeted campaigns or beyond. They must capitalise on the opportunity to understand the uniqueness of each customer or circumstance and convert that into actionable intelligence.
Ultimately, contextual intelligence is about getting the basics right for profitability, churn reduction, and an increase in wallet share and brand recognition. And as the amount of data continues to increase, problems will likely arise. But if the telecommunications industry can embrace this approach aided by an event-analysis-action strategic framework to get the most value possible out of that data, the opportunity will only be that much bigger. If we can accomplish this, like Juhani stated, let the data grow…we can and will ultimately achieve the goal of making data beautiful.
After some very good conversations at Management World 2012 in Dublin just a few weeks ago, we’re eager to continue the momentum and kick off the 15th annual Comptel User Group in Copenhagen, Denmark this week. Attendees can look forward to networking with Comptel’s executive management and our resident solution experts and learning from other customers and partners, in addition to partaking in some fun extracurricular activities like dinner at one of Copenhagen’s oldest theme parks and most popular attractions, Tivoli.
During the event, we’ll be exploring what seems like one of the hottest topics in the telecoms industry at the moment—analytics. In particular, we’ll be focusing on how it applies to Contextual Intelligence for Telecommunications (CIQ4T) and how it can help communications service providers (CSPs) address the challenges of customer experience management. Stay tuned for the results of an interactive voting session on this topic!
This year’s Comptel User Group will also feature a corporate strategy overview from CEO Juhani Hintikka, followed by presentations from TRUE Corporation in Thailand on provisioning, tefficient on improving efficiency in the telecoms sector, and Heavy Reading analysts Sarah Wallace and Ari Banerjee on compelling use cases for analytics, among others. Product demos and sessions on how they can help CSPs make data beautiful and better engage with their customers will also be available throughout the week.
While we wait for things to officially begin, here are some fun facts about the beautiful city of Copenhagen:
- In 2007, Copenhagen was voted the world’s happiest city.
- Around 30 percent of the Danish population – 1.8 million out of 5.4 million – live in the Copenhagen Metropolitan area.
- Copenhagen’s harbor has been thoroughly cleaned in the past decade: the inner harbor is now clean enough to swim in.
- The dragon spire of Copenhagen’s old Stock Exchange, Børsen – now home to the Danish Chamber of Commerce – was created by a designer of fireworks.
Stay tuned for more insights from various Comptelians on-site at the Comptel User Group!
As we look forward to the upcoming summer holidays, we remain busier than ever here at Comptel. Just in the coming week, we have a flurry of activity planned including preparing for our annual Comptel User Group in Copenhagen and sending a team of Comptelians to the other side of the globe for Cisco Live! in San Diego.
With the aim of helping our customers deliver innovative lifestyle services flexibly and economically, we’ll be showcasing some key products at Cisco Live! that do just that. Focusing on Cisco Intelligent Automation for Cloud (CIAC ) and the Virtualised Multi-tenant Data Center (VMDC), attendees can come to Comptel’s booth (#444) and see the Comptel Virtualisation Charging Solution for Cloud – developed to align and support both technologies.
Since I cannot attend Cisco Live!, I really envy all of the attendees who have a wonderful opportunity to see the world famous Mythbusters Adam Savage and Jamie Hyneman on stage. In addition to the show happenings, there are also several opportunities to network with peers during extracurricular activities. Hope to get some live footage from San Diego!
I’ve recently been asked for my opinions on the difference between Customer Experience Management (CEM) and Customer Relationship Management (CRM) with relation to the telecommunications sector. This is, indeed, an interesting question, especially considering the subtle, yet remarkable, differences in the answer.
Let’s first consider CRM, which has traditionally been defined as a means for communications service providers (CSPs) to manage the contact and various segmentation parameters of their customers. For instance, these systems provide the ability to build targeted campaigns based on demographic or other more or less rigid segmentation criteria. CRM also enables CSPs to react swiftly when customers are demanding new services or to respond, after the fact, to a negative customer experience.
We are now, however, operating in a time where managing the customer base through high level segmentation or post-event action isn’t sufficient enough, on its own, to ensure a differentiating customer experience. This is where CEM steps in. It can enable organisations to proactively—and even preemptively—engage with, and take appropriate targeted actions to avoid any challenges that might surface, such as quality of service issues.
Yet, the perception still exists that CEM is simply the ability to understand, in-depth, the manner in which services are being used by subscribers and having the availability of related transactional data. While this helps broaden the knowledge about CSPs’ customer bases, their needs and preferences, we are now living in a time when CEM can be extended to encompass true personalised and proactive action.
Coupling real-time data from services and networks with a contextual understanding of a customer’s situation leverages both the CRM and CEM concepts to place real intelligence in the palm of CSPs. This level of contextual intelligence will, undoubtedly, bring with it great customer experience and differentiating opportunities.
The recently announced CIQ4T (Contextual Intelligence for Telecommunications) concept addresses this need and opportunity to link together CRM and CEM. It leverages advanced predictive analytics to provide a holistic, contextual understanding of individual subscribers’ usage patterns, behaviours and circumstances to proactively drive personalised interaction and improve overall experience.
After all, the battle for incumbent versus challenger in the telecommunications space is no longer being fought in the infrastructure build-out, but instead on CSPs’ ability to retain customers and build a positive reputation for service. Subscribers have so many options when it comes to selecting a CSP; it’s imperative for operators to proactively influence and eventually anticipate the needs and wants of its customers. So it really isn’t about defining the difference between CRM and CEM, it’s about making them work holistically together. #CIQ4T
Did you have a chance to vote in last month’s poll on the biggest business priorities for communications service providers over the next 12 months? Well, the results are now in, with a three-way tie between reducing customer churn, reducing time-to-revenue and finding new ways of increasing profitability. If you missed it, Comptel’s CEO, Juhani Hintikka, recently outlined two strong approaches for facilitating these types of business performance improvements.
This month, with the telecoms industry wrapping up big tradeshows like TM Forum’s Management World in Dublin, the LTE World Summit in Barcelona and The Cable Show in Boston, we want to know what you think were the hottest terms or even the most frequently used acronyms (SPIT, anyone?) thrown about during the conferences. We welcome you to post in the “Comments” section below as always.