Getting an app to the top of the rankings doesn’t obviously happen over the weekend. We at Comptel FWD have been working on the Digital Sales Channel, aka FWD, solution for more than two years, building, fine tuning & improving especially the UX we have always felt is & will be the key to success.
I will not go through the whole process from the early design principles of the FWD to the fine tunings together with 2degrees, but rather focus on what made the difference for 2degrees to get their Data Clock app (powered by FWD) to number one spot literally over the weekend in New Zealand.
Whatever is offered, needs to add value to the consumers. In case of the Data Clock (FWD), the pricing needs to be well thought so that it makes sense for the consumers. And the range of packets offered needs to be good enough. Not necessarily from minutes to months already at the launch, but extensive enough so that users can find what they need.
Data Clock pricing was carefully though over and the immediate feedback from new users was strongly supporting this. Also the time based packets offered in Data Clock covered from minutes to up to a day, so that users were able to find proper offer for their various needs. It was extensive enough for people to get interested, install the app & register as users.
We have also seen in all our cases that a proper free welcome packet makes a huge difference. It makes the first (and most difficult) purchase transaction easy & risk free for the consumers. Thus making the subsequent purchases easier. Data Clock offered 24 hour free welcome packet, something not seen before in the NZ markets.
One of FWD’s key functionalities is dynamic pricing. Operator may create happy hours, special discounts in minutes. And make them live immediately. That is something 2degrees did already at day 1, same day as they had Data Clock market launch. Happy hours are a great way to surprise users positively, get them curious about the service and to tell about the service further to their own networks. Positive surprises lead to viral effect.
2degrees have also used the capability of the system to show their customers they care in the case of major events. Shortly after launch NZ was hit with Cyclone Cook, 2degrees sent a poke to the base of data users “Take care out there” with a free 1 hour data packet. The company believes as the base grows, this will be an important social marketing tool, which can also let the company help those in need in times of natural disasters e.g. earthquakes etc.
Any launch needs to be supported by proper campaigns & visibility in different channels. We have seen from one case to another that driving app downloads & registrations the good old SMS is still very effective tool. But SMS campaigns need to be supported by proper materials e.g. in homepage, tutorials, FAQ etc.
That is exactly how 2degrees did it. Daily SMS campaigns, supported by a growing visibility in different media: web site, banner ads, TVC, Youtube, Facebook, POS, you name it.
As we are talking about a new service provided by a telco, the importance of an appropriate organization providing & delivering the service cannot be stressed too much.
Early on, the program needs an advocate who is connected well in the organisation to engender high level (C level and reports) engagement. This engagement will lead to faster results and drives a level of focus on the organisation to succeed, and to break away from traditional slow telco models that can inhibit growth.
Telco organizations have been created to provide, well, telco services. Typically the processes take their time, days, weeks, even months. With FWD the requirements for the supporting organization changes dramatically: creating a new offer or a new campaign in the solution takes only minutes. If the organization is not able to facilitate this kind of “internet speed”, the solution is not used according to its potential. Which will be immediately seen as lower service uptake.
In 2degrees case, they realized early on in the process that their current organization doesn’t properly facilitate FWD. So they created a flat virtual organization, where they have dedicated resources from relevant teams: Product, Finance, Comms, IT, Care & Sales.
This made it possible for 2degrees to utilize the new features of FWD already from the beginning. As an example, first pokes/dynamic pricing campaigns were launched at the same time with the market launch as described above.
Last but not least: there is clearly high demand and opportunity in the markets for new operator service & pricing models.
The Kingdom of Saudi Arabia has set itself on a future-looking transformational journey for its people, the country and the region. Aiming to leverage itself as an investment power, backed up by a healthy portfolio of rich natural resources, the Kingdom will be a driver to connect African, Asian and European trade.
To fulfil the vision, it will be focusing on three key themes – a vibrant society, a thriving economy and an ambitious nation. The importance of the vibrant society is supported by strong historic roots and national identity, a good standard of living, family life and a supportive social and healthcare system. With a thriving economy, the KSA aims to provide “opportunities for all by building an education system aligned with market needs and creating economic opportunities for the entrepreneur, the small enterprise as well as the large corporation.” But, it won’t happen without ambition, so the Kingdom will look at improving efficiency and responsibility at all levels – starting with “an effective, transparent, accountable, enabling and high-performing government.”
A number of programs monitored by strong governance have been designed to help KSA conquer their vision and more details can be found here: http://vision2030.gov.sa/en
STC Role in Vision 2030
In 2016, Dr. Tarig M Enaya, Senior Vice President of the STC Enterprise Business Unit, was interviewed by a leading Middle East technology reporter at ITP.net. In that discussion, Dr. Enaya explained the role that Saudi Telecom Co. will play in Vision 2030.
“Digitisation is at the core of Vision 2030, essentially meaning we have a key enabling role to play,” he said. “We own and operate the largest fixed and mobile networks in the Kingdom, meaning we can connect almost any populated location in the Kingdom. We have a 147,000km-long fibre optic network tying major cities together, interconnected with metro rings, and reaching smaller towns and villages. We patch cover some areas with microwave and other technologies. Our mobile network covers 96% of populated areas, with 85% of all populated areas having LTE 4G network coverage.
“More important for Vision 2030 is the integration between ICT services and how integrated services and solutions are delivered and supported,” he continued. “To accelerate the growth of any service, you need good business practices and flawless business automation, a variety of different systems from different government agencies need to be interconnected together, and most important systems have to have very strict SLAs and high up-times.
Dr Tarig M Enaya, Senior Vice President of the STC Enterprise Business Unit
“For us, Vision 2030 means we will continue to do what we have been doing since we merged the operations between our three business-to-business entities, the STC enterprise business unit, STC Solutions, and Bravo, but we will have to work harder and much faster.
Where things have dramatically changed over the past five years is how IT services are delivered, and the introduction of a cloud-based model and managed services methodology. When applied together to address customer needs and requirements, the two can create a very powerful mix. Virtualisation is the best way to manage IT hardware resource efficiency, but in its traditional sense, it means all the hardware is in one place, something that only the cloud can address.”
The Future of Digital Technology Exhibition 2017 (FUDEX) was inaugurated by the Minister of Communications and Information Technology, Dr. Mohammed I. Al-Suwaiyel and organised by Saudi Telecom alongside major international companies in the ICT sector. The event (aligning itself to the KSA Vision 2030) took place 28th-29th March at the King Abdullah Petroleum Studies and Research Center (KAPSARC) in Riyadh. Its focus was to introduce the latest network/IT technology through an exhibition and workshops to the various departments of STC and the industry.
The exhibition was representative of today’s traditional telco thinking with a clear demarcation of network suppliers versus IT vendors. The network suppliers generally promoted around the key telco themes of 2016/17 – 5G, IoT and virtualisation, each being eager to promote their own proprietary solutions. The IT vendors focused specifically around application and data security, plus the enterprise deployment of IT applications in the cloud. The only obvious vendor-agnostic supplier of OSS/BSS offerings for telco services was Finnish independent software vendor Comptel.
The one observation that emerged from being part of and studying the expo was a distinct lack of network and IT convergence perspectives. The network vendors were discussing their own particular flavours of infrastructure cloud commoditisation, and the replication of traditional network features as virtual network functions (VNF). There was little attention paid by these suppliers to actual commercialisation of NFV services and the evolved processes needed. The IT vendors, on the other hand, demonstrated little to no appreciation that the CIO’s role is due a considerable responsibility upgrade as the network moves to a data centre model. No doubt this will be a focus for STC in the coming year and next year’s FUDEX will likely represent the convergence more strongly.
Ministerial VIP Visit
Along with a huge entourage, the exhibitors and attendees were treated to an Executive VIP visit from Minister of Communications and Information Technology Dr. Mohammed I. Al-Suwaiyel , STC Group CEO Dr. Khaled Hussain Biyari, and STC Technology & Operations SVP Nasser Sulaiman Al Nasser. The executives familiarised themselves with many of the exhibiting vendors being suitably impressed with the future technology and solutions being promoted to assist STC to address the challenges of the KSA Vision 2030.
Comptel at FUDEX
Since 2015, Comptel has been championing the vision of “Perfecting Digital Moments” alongside its thought-leading NEXTERDAY concept, which encourages the telecommunications industry to “Think Again, Think Ahead and Think Across” vertical industries. The concept aligned very well with the visionary objectives of KSA Vision 2030, especially around digital transformation and empowerment of its people through technology.
During the event, Comptel were promoting two Digital Journeys that telcos around the world are currently addressing. The “Digital Customer Journey” presents solutions to map out contextual engagement, service personalisation and customer experience to help the telco CMO transform and connect with valuable subscribers and consumers. The “Digital Service Journey” lays down a realistic approach to addressing the evolution of telco network services and IT/OSS. It considers the modernisation of telco operational processes and roles, the introduction of early-stage hybrid virtualisation technology, plus the move to full scale Digital Service Lifecycle Management™ for future-state NFV-enabled networks. This was the topic of the keynote workshop delivered by Comptel to an impressive audience from across STC attendees.
In addition, Comptel and STC announced a second initiative to nurture and develop young talent within Saudi Arabia. The first initiative in 2014 took a number of talented young STC IT professionals to various locations around the globe, educating them on the broader business and technology topics from the telecommunications industry. In 2017, STC and Comptel announced the “Hunt-a-Shark” initiative and signed a joint memorandum-of-understanding at FUDEX.
At the very heart of Vision 2030 lies innovation, youth enablement, cost optimisation and economic growth through new revenue sources. The “Hunt a Shark” contest is aiming to unlock these objectives by inviting university students from Riyadh to share their ideas about emerging digital platforms and artificial intelligence-driven economies. Finalists will compete to secure – or ‘hunt’ – seed funding, training and mentorship to support their ideas, based on business rationale, uniqueness, viability, relevancy and alignment of their idea with Vision 2030.
The Kingdom of Saudi Arabia are embarking on an exciting path with Vision 2030. They have the resources, the people and the ambition to get there and Saudi Telecom with its industry-leading partners will clearly play an important role to make the vision a reality.
Unfortunately, unlucky incidents happen. To limit the consequences, we can insure ourselves against those incidents. But, once we file a claim, it can take time for an insurance company to process it and determine compensation. Imagine if, instead, you’d submit your claim – about a broken windscreen or stolen camera or water damage caused by your dishwasher – and receive an instant claim decision.
Of course, that’s generally not how it works now. Many consumers have had to deal with insurance companies after a sudden and unfortunate incident, and most probably would not describe their experience as smooth, fulfilling or gratifying.
In reality, the quality of service offered by most insurance companies does not match the expectations of today’s cloud generation customers. Consumers want everything they do – from shopping online, to upgrading a phone plan, to mobile banking – to be an easy, fast and frictionless process. That also applies to insurance claims.
The existing insurance claim handling process is out-dated: half-digital, half-automated, labour-intensive and bureaucratic. A halfway approach serves neither the policyholder nor the insurer, and the result is slow and expensive claims processing with delayed compensation decisions.
An ideal process delivers instant gratification. When a policyholder submits an insurance claim, that action should trigger a real-time and automated claims decision, with the outcome immediately communicated back to the policyholder. As a result, today’s digitally savvy and mobile-first policyholders benefit from swift claims handling, communication and compensation, leading to instant gratification.
So, how can insurance companies offer that type of experience?
Just like we’ve seen with operators in the telecommunications industry, insurers are on a journey to become digital service providers. They’re looking for new strategies and technologies that can help them better serve demanding digital customers. According to McKinsey & Company, one U.S. insurer expects 40 percent of its new business in the next 3-5 years to come through online and mobile channels – an indicator that insurance companies at large need to be more in tune with digital experiences.
By fast-tracking and automating claim decision-making, communication and compensation, insurance companies can take a major step toward digital transformation – and toward becoming true digital insurers.
Comptel can help.
With a long history of turning data into instant, impactful actions, Comptel is an ideal partner for the insurance industry in this journey. For decades, we’ve integrated, processed, analysed data and turned it into business value, and we are very familiar with operating in a complex and highly demanding information and communications technology environment.
Now, we’re doing for insurance companies what we’ve done for telcos: taking all the benefits of intelligent fast data and turning insight into immediate gratification. The result is our advanced automatic claims decision solution for insurers.
Backed by the advanced analytics of our FASTERMINDTM and artificial intelligence applications, as well as DATA REFINERY’s enterprise data processing, the Comptel solution turn claims and compensation into an agile, automated, real-time workflow.
The solution uniquely integrates automated decisions with business rules, anomaly detection and fraud prediction, to help insurance companies identify which claims can be automatically processed and which should be handled manually.
Speed, accuracy and efficiency in claims processing offers several benefits, including:
Improved customer experience through automated decision
Lower fraud risk through accurate machine-driven fraud detection
Improved cost efficiency and staff productivity through automation
Uniform quality through minimal human intervention
Comptel’s automatic claim decision solution is the first step toward a Nexterday vision for insurance, one in which insurers are fully digital, able to offer individualised customer example and able to run a smarter, more optimised business.
The analyst firm Analysys Mason has released a new Comptel Company Profile, recognising Comptel as one of world’s leading data processing vendors. The report also lists our DATA REFINERY software suite as a top-six mediation solution when ranked by worldwide marketshare.
The report, titled “Comptel: digital transformation,” analyses Comptel’s overall product portfolio, 2015 financials and strategic direction. DATA REFINERY is based on Comptel’s award-winning EventLink technology, providing a software suite for convergent mediation, roaming management and enterprise data processing software products. It provides a comprehensive and productised data integration solution with over 1,000 off-the-shelf online, real-time and offline interfaces.
Across the world, 150 operators trust Comptel’s data processing to turn massive amounts of raw data into valuable, purpose-driven, real-time actions. Operators of all sizes and volumes rely on DATA REFINERY, including India’s Bharti Airtel, Indonesia’s Indosat, Argentina’s Telefonica, Saudi Arabia’s Mobily, Denmark’s TDC and The Netherlands’ Ziggo. In all, Comptel processes more than 20 percent of the world’s mobile usage data through our software solutions.
DATA REFINERY plays an important role in supporting the Digital Customer Journey, which is all about applying better technologies and data-driven business strategies and models to improve the way telcos engage and serve their customers in a personalised and contextual way.
Within that journey, DATA REFINERY provides a layer of intelligent fast data to enable real-time decisions and actions. The software has the capacity to capture and process vast amounts of raw data in-stream. As a totally vendor, technology, and service agnostic solution, DATA REFINERY captures data of any type and from any source, including social media, apps, connected devices, networks, locational data and services. It then refines that data with important contextual information and sends it on to the next stage of its journey – all in real time.
As a result, DATA REFINERY allows telcos to build a 360° profile of their customers based on diverse data sources. That profile is then available for other business systems, allowing telcos to craft intelligent, individualised service offerings, customer programs and more. Additionally, DATA REFINERY hides all technical complexity between the network and OSS/BSS layers through a unifying processing layer.
To provide a perfect, personalised Digital Customer Journey, DATA REFINERY’s intelligent data fabric works seamlessly with two other pillars of that journey: FASTERMIND™ for customer engagement automation and MONETIZER™ for agile service monetisation. All three software suites rely on the same EventLink technology platform, benefiting from common capabilities such as a broad online and offline interface library, programmed and automated fast data processing, operational intelligence, business and operations reporting and a Software Development Kit (SDK).
Together, the solutions within the Digital Customer Journey help telcos take advantage of a rapidly changing landscape, one in which the customer is in control. Our solutions allow telcos to compete and win on the basis of customer engagement, with personalised and contextually relevant content, offers and services.
We’re proud to be recognised by Analysys Mason alongside other top players in the mediation market. To learn more, download “Comptel: digital transformation,” a company profile from Analysys Mason.
Here’s an existential question: if you don’t think or talk about the Internet of Things (IoT), do you even exist?
With the increasing number of IoT use cases on display at telco events, that could soon be the reality. It’s no surprise to hear that, according to the findings from the Mobile World Live Annual Industry Survey, IoT is the most attractive new business area for businesses in 2017. IoT, together with 5G, NFV/SDN, artificial intelligence, analytics, and automation, was among the most frequently discussed, debated and showcased topics at this year’s Mobile World Congress.
Discussions at MWC17 focused not on IoT theory, but rather the practical development of IoT applications and solutions, along with tangible real-life use cases. IoT solutions are expected to make life easier, healthier and smarter, and help to conserve the scarcest resource in an individual’s life: time. The solutions keep cities cleaner, safer and more secure. Tens of billions of sensors and connected devices will allow the digital economy to impact every aspect of our lives and improve the quality of life.
A number of these use cases were on showcase at MWC17, ranging from health services to IoT-enabled camera drones, location services to smart lighting, fitness to augmented reality/virtual reality (AR/VR), smart factories to connected dogs, and autonomous cars to self-service retail stores, to mention a few. Never before MWC had exhibited so much IoT, with leading Tier-1 operators demoing a range of practical solutions including a theft prevention solution for cars, mopeds and bikes, smart rubbish collection, livestock tracking, remote city lighting control, and remote health monitoring.
The conversation also revolved around the IoT network, including looks at LoRa, Sigfox, NB-IoT, LTE-M and 5G. 5G was heavily discussed throughout MWC17, in particularly in relation to certain IoT use cases like driverless cars, robo-taxis and remote surgical operations that mandate ultra-low ’millisecond’ latency, vast amounts of data, and frictionless, stable and high bandwidth data speeds. For example, Renault-Nissan has set a goal to roll out 10 car models with autonomous driver functionality by 2020. At the same time, LoRa Alliances and Sigfox are both rapidly expanding globally: LoRa, with its 400+ strong member alliance, has 34 publicly announced operators and Sigfox is already available in over 30 countries.
Discussions around advanced sensor technology noted the remarkable size and duration of the batteries that power these devices. IoT-enabled sensors are extremely small, but their batteries can last for up to 10 years, enabling the long-term monitoring of movement, location, temperature, skin moisture, activity, blood pressure, heart beat and many more factors. We also learned about a new material called Graphene – invented in 2004 and later the subject of a Nobel prize in physics – that enables the development of entirely new active sensors that could even be installed inside the human body.
Far away are times when MWC was just a showcase for telecom technology. Other industries presence has become a norm, the IoT is enabling the creation of intelligent and connected systems that will mean the entry of more new players, startups and industries at MWC. Car manufacturers, financial service providers, media companies, medical companies, smart city operators, transportation companies, retailers, industrial companies, agricultural entities and many more are involved or starting to get involved as they try to get their hands on with the latest transformative IoT solution.
At the same time, operators certainly need to talking to those businesses to seek new avenues of revenue growth. By enabling digital services for IoT, telcos can dramatically expand their number of potential customers enjoying digital services. In time, operators will see, meet and cooperate with many more of these use-case driven players in events like MWC.
We’re winding down after an incredibly exciting and energetic few days in Barcelona for Mobile World Congress 2017. The team here at Comptel has set a goal to out-do itself at every annual MWC by making an even bigger impact than the year before. We definitely feel we accomplished that this year, with so much going on:
Check out how our booth, which doubled as a video game screen, came together:
Thanks to all those who paid a visit to our booth – it was well-visited, meeting rooms were fully-booked and we had a busy few days showcasing our solutions to customers, partners, analysts and media.
As for the full show, #MWC17 also had plenty to offer in terms of insights, announcements and industry excitement. Here are a few takeaways from several top keynotes last week:
John Stankey: Customers are The Ultimate Barometer of Success
In his keynote, AT&T CEO John Stankey said that the voice of today’s telco customer carries more weight than it has in the history of the telco industry. Customers want appreciation, personalisation and simplicity. They want to live their life on their terms and to get more for less. CSPs need to get comfortable feeling uncomfortable to live up to the expectations of today’s customers, said Stankey.
To succeed, telcos must build engaging digital platforms. What matters the most is how many hours your customers spend on your platform and how much of your full range of personalised services and content they enjoy, he added.
Stankey listed what he believes are the main engagement principles for future telco platforms:
Video will be the dominant playing field
Multi-sided business models will remain important
Content that is compelling matters
Integration matters for value and convenience
The product is software
Most importantly, the product is software that captures the customer’s imagination. Vertically integrated products do not have a future any more, said Stankey. Instead, it’s all about software that goes beyond ubiquitous connectivity, contributing to greater customer experience and a stronger emotional bond to content. Software is the product wrapper that reengineers entertainment and glues everything together.
Vivendi on the Future of Mobile Content
With strong positions in music, entertainment and gaming, Vivendi has a unique perspective on the various types of digital content today’s mobile consumer craves. In his keynote, CEO Arnaud de Puyfontaine explained that telcos will be able to offer mobile content through partnerships with companies like Vivendi.
The company’s mobile short studio, called Studio+, produces 10 episodes of a series, with each episode at 10-minutes in length, a model that de Puyfontaine said is perfect for bite-size mobile content experiences. His company is now developing telco partnerships to roll out the content, which in turns helps CSPs dip their toes into an innovative digital service channel.
Vivendi tried to purchase its own telco subsidiaries in the early 2000s, he explained, but that failed strategy pointed the company toward a more flexible horizontal convergence model. Strategically, telco partnerships will provide Vivendi and its partners scale and agility, said de Puyfontaine.
Disruption at the Network Edge
Executives from three mobile leaders – Sprint, Deutsche Telekom and Nokia – discussed the importance of edge computing to serving the new mobile economy. The panel included Günther Ottendorfer, COO, Technology at Sprint, Bruno Jacobfeuerborn, CTO at Deutsche Telekom and Michael Clever, SVP Mobile Broadband at Nokia.
Edge computing brings network functions physically closer to the consumer to, among other things, dramatically reduce network latency. A number of factors drive this trend, including the growing number of connected devices (from VR/AR to connected cars) that require continuous broadband connectivity, and the emergence of 5G. For example, Sprint is diversifying its core network by deploying thousands of small cells instead of microcell towers, according to Ottendorfer.
Meanwhile, Deutsche Telekom has joined the Telecom Infra Project, a community initiative to re-imagine how telco networks support data-intensive services like video and virtual reality. According to Jacobfeuerborn, video will account for 80 percent of the world’s mobile data traffic by 2021, which means telcos need to work now to bring better connectivity closer to the consumer.
Nokia’s Clever spoke to the benefits of new network technologies – including a shared data layer and a stateless machine architecture – to introduce endless capacity, scale and robustness to the network. Real-time analytics of network data could radically reduce the complexity and costs of the network and help telcos generate new revenue streams by better leveraging network assets and customer data, Clever said.
It’s an exciting time at Comptel! Our team is counting down the days to Mobile World Congress 2017, one of the biggest events of the year.
We have so much to announce and discuss, including the release of our new book, “Nexterday: Volume III,” and the results from our new research report, “The Power of Personal.”
As the third volume in our Nexterday series, the book covers the most important steps you as a telco need to take in your digital customer and service journeys. The research, which includes an official report, eBook, infographic and videos, surveyed real mobile customers to give you a better sense of their expectations for personalisation.
If you’re heading to Barcelona, you can get your hands on a hard copy of the new book and our research report by visiting our booth in Hall 5 at Stand 5G40, or you can email email@example.com to book an individual meeting.
But, those aren’t the only reasons to meet up with Comptel at #MWC17. Here’s a few more:
We’re Hosting a Fireside Briefing with Deutsche Telekom
Telcos hear all about the importance of network innovation, but what does it really look like in practice? Our fireside briefing is the perfect opportunity to find out.
On 28 February at 6 pm, visit the Comptel booth for an in-depth panel discussion about the Deutsche Telekom Pan-Net project, which will cover everything you need to know about DT’s ambitious plan to centralise digital service production for 13 national companies in one location. The panellists include:
Sven Hischke, Managing Director, Deutsche Telekom Pan-Net
Iulian Stoica Petrescu, Pan-Net Enterprise Architect, Telekom Romania
Juhani Hintikka, CEO, Comptel
Antti Koskela, EVP Service Orchestration, Comptel
Martin Beyer, Sales Director, Comptel
I’ll be moderating the discussion, and there will be a brief period for Q&A. The DT Pan-Net story is a really remarkable story of network innovation and disruption, so you won’t want to miss this chat.
We’re Talking Customer Engagement with Salesforce
Right after the Deutsche Telekom panel, I’ll cover off some of the top highlights of our “Power of Personal” research report, which explains how personalisation can be a difference-maker for service creation and revenue generation.
Then, Comptel EVP Intelligent Data Niilo Fredrikson and Salesforce Director of Product Management Communications Mustafa Oyumi will introduce our joint “Best Next Engagement” solution, which will provide a model and method to achieve powerful customer engagement. Don’t miss it.
We’re Hosting a Party at Esferic
Salesforce is also joining us to throw the coolest #MWC17 party in town, on Wednesday 1 March at 7 pm at Esferic. We’ll have live music, an open bar and finger food, plus plenty of networking opportunities. Tickets are free but limited to just 300 spots – be sure to follow Comptel on LinkedIn or stop by our booth to pick up your ticket!
We’re Smashing Telco Myths and Hosting #Nexterday Demos
Sick of hearing the same tired telco myths over and over? We are too, so we’re setting up a Telco MythSmasher in our booth, where you can stop by and destroy the most annoying misconceptions about service transformation and customer experience. You’ll have the chance to compete – the top three myth smashers will get a cool prize for their mobile device.
While you’re at the booth, be sure to ask for a demo of our new solutions, including:
Digital Customer Journey – Personalised digital services, at your fingertips. Check out:
My Digital Moments, which leverages the capabilities of FASTERMIND and MONETIZER
Salesforce customer engagement powered by Comptel FASTERMIND
FWD, the Digital Sales Channel. An easy and contextual way for operators to boost ARPU and increase digital service consumption by selling time-based data access.
Digital Service Journey – OSS modernisation through to full Digital Service Lifecycle Management with the FlowOne suite
IoTed™ – An IoT-driven app that helps users answer the question “Are you well?”
Comptel is planning to make this year’s show our biggest and best Mobile World Congress yet, and we want to join the fun. Find us in Hall 5 at Stand 5G40, or email firstname.lastname@example.org right now to book an individual meeting.
If you’re in telco, you’ve heard a lot about transformation, enough that you’re probably even sick of the word. We feel the same way, so we want to help move our industry move past the point where we talk about change and toward the point of actually creating change. Our message is simple: stop overthinking and start doing.
Our latest book, Nexterday: Volume III¸ brings this message to life. Building off our first two books – Operation Nexterday and Nexterday: Volume II – this edition introduces new thoughts, ideas, and success stories from contributors both within and outside the world of telco. The objective is to give you practical next steps to evolve and grow your business in this rapidly changing digital landscape.
We’ll be publishing all of the articles from Nexterday: Volume III on an ongoing basis at Nexterday.org, our online magazine and reader community. Visitors to our booth (Hall 5 at Stand 5G40) at Mobile World Congress 2017 can receive a hard copy – but these are limited, so make sure to stop by early to get your copy!
Here’s what you can expect from Nexterday: Volume III.
What’s your journey?
When you step back and consider digital transformation from a 30,000-foot view, you can see that operators really have two potential paths to take: the customer journey and the service journey.
The Digital Customer Journey Telcos want to deliver a better customer experience (on average, operators have a net promoter score of 6, compared to 70 for over-the-top (OTT) service providers), and an omnichannel customer experience. So, the digital customer journey is all about the strategies, technologies and business models they take to improve the customer experience, favouring individualised engagement, marketing and sales approaches for B2B and B2C customers. This journey is all about saying “No” to bad customer engagement.
The Digital Service Lifecycle Journey Operators today need to create, deliver and support complex “living” digital services, but existing networks are too over-built, locked-in and inflexible to support modern service creation. This journey is about the steps operators can take to change their network reality, and it involves concepts and models like virtualisation and end-to-end hybrid service delivery to achieve network flexibility and agility. This journey is all about saying “No” to the monolithic franken-systems of the past.
Most frequently, we have seen the most forward-thinking service providers embark on one of these journeys, or both at the same time.
What’s in Nexterday: Volume III
Nexterday: Volume III tells you everything you need to know to get started, or to take the next step if you’re already following either path. We brought in some of the brightest minds from within and outside telco to share their expertise and insights, including:
Mike Walsh – a business expert who shares the simplest, most practical path to business transformation
Jon Wolske – the customer service expert from Zappos Insights who explains how you can be, first and foremost, a customer service company (that just happens to sell digital services)
David Meerman Scott – the sales and marketing guru who describes how real-time marketing powers a more efficient, results-driving marketing engine
Stefan Moritz – an expert on the customer experience, who explains how the most successful customer-focused companies did it by backing up their brand story with actual action
Stewart Rogers – the VentureBeat Insights researcher provides new data showing the biggest marketing opportunity companies are missing out on today
Dean Ramsay – the Analysys Mason analyst writes about the important role of inventory management in network transformation
Rich Karpinski – the 451 Research analyst breaks down the top US telcos and describes how each one is attempting to disrupt this mature market
Fredrik Jungermann – the tefficient analyst profiles the big return of unlimited data to operator service plans, and explains how top operators around the world incorporate this benefit
Stan Hubbard – The MEF Group director describes the two network qualities needed to offer better customer engagement and service delivery
Mustafa Oyumi – The Salesforce exec talks about the customer engagement model operators need in a modern service environment
Luca Decarli – the customer engagement expert describes how Saudi Telecom Company reorganized its business to deliver a higher quality of service
Antonio Elizondo – the Telefónica exec profiles OpenSource MANO and its key role in the development of an NFV ecosystem
Bengt Nordström – the Northstream charts the growth and future prospects of 5G connectivity
David Ho – From Kiina Investment, David provides a fascinating look at the digital technologies that are taking shape in China
Markku Hollström – Elisa’s IoT expert describes the ambitious IoT project that won international praise and provides an example for other telcos to follow
Velipekka Kuoppala – the Soracom VP writes about the model telcos and businesses need to secure the IoT
We also have insights from many Comptel contributors discussing everything from IoT, rating and mediation, NFV innovation, customer engagement, plus new research into consumer desires for personalised services.
Nexterday: Volume III is a comprehensive look at the state of our industry today, but, most importantly, it provides a practical guide for you to take the next step in your digital journey. Remember, it’s time to stop overthinking and start doing. Get our book to find out how.
Meet with Comptel at Mobile World Congress to get a copy of Nexterday: Volume III. Visit our booth in Hall 5 at Stand 5G40 or email email@example.com.
By Niilo Fredriksen, Executive Vice President, Intelligent Data
A word of caution for all mobile operators: there’s a 50/50 chance your customers feel like you don’t actually care about them.
That’s what Comptel found when we commissioned a survey of 2,000 mobile data users in the US and the UK. Our new research report, The Power of Personal, reports that 52 percent of mobile customers feel like they are treated as just another nameless subscriber by their providers.
Obviously, that’s a problem that could lead to churn. Customers that feel valued are three times more likely to stay loyal to their provider, according to our research. Those that don’t feel valued leave, and 59 percent of respondents said they were not fully satisfied with their providers.
So how do you make sure your customers are happy, loyal advocates for your business? Personalisation offers a solution, and the survey found that it’s what mobile customers want from their providers.
In total, 55 percent of respondents said they would be open to receiving more proactive, personalised messages and services from their providers. But, only 13 percent has ever received this type of message.
Respondents said they were favourable to receiving all sorts of different messages, including:
An alert when they’ve reached their data cap
A notification when they’re about to trigger data roaming charges
A message when they’re using more data than usual
But it’s not just about warnings and alerts. According to our research, customers are also open to personalised messages about service offers, whether it’s a discounted data plan, sponsored data plan or a completely tailored plan that fits their exact needs based on service consumption. The key word, though, is personal. If you send customers an offer that doesn’t seem relevant to them, you’re not going to achieve anything but annoying them.
Service providers know a lot about their customers. It’s high time they started to use that data more intelligently to provide better more individualised services and to use that information to save customers money and build much longer lasting loyalty than is the current model. Our report gives you the guidance you need to do that.
Operators are on a journey to become true digital telcos. Rich Karpinski, a US-based analyst for 451 Research, recently explored how Comptel’s FASTERMIND™helps put CSPs on the fast track to becoming offer-driven, digitally-savvy operators.
“Few vendors have as a pure a vision of how mobile operators must evolve to become digital service providers as Comptel. It speaks the language, understands the requirements, absorbs and applies the use cases.”
Transforming operators into Digital Service Providers is at the heart of Comptel’s Nexterday vision. To execute on that vision, Comptel recently launched the FASTERMIND™ suite at Nexterday North 2016, to provide artificial intelligence applications for digital telcos. FASTERMIND™ recommends, predicts and automates real-time decisions, particularly supporting customer engagement automation.
“Rather than rely on a small handful of customer segment buckets and static, non-real-time campaigns to drive out offers, FASTERMIND’s monitoring and analytics tools work with other Comptel platforms – Monetizer for policy control and charging and Data Refinery for mediation and data processing – to allow operators to deliver more real-time, personalized and contextually relevant offers.”
Comptel’s Nexterday vision and strategy has garnered a great deal of attention in the market, and we are pleased to secure external analyst recognition for this new FASTERMIND™ suite, and also for our work in helping CSPs to evolve into DSPs by rethinking and redesigning customer engagement with real-time and contextual best-next-action offers.
“It’s not about bundling a digital ‘service’ like Dropbox or Netflix or simply offering a few new mobile data plan options. Rather, it’s a rethinking of how mobile operators interact with their customers, understanding their real-time needs and wants and having the analytics, decision-making and network execution capabilities to hit them with the right offer at the right time.”
Comptel’s Nexterday vision focuses on providing customers with an outstanding and memorable digital experience. By coupling FASTERMIND’s time-sensitive, contextual and personalised recommendations, with MONETIZER™, an easy-to-use tool for the rapid design of policy and pricing offers, and DATA REFINERY™, which captures a real-time 360° view of the customer, CSPs are fully equipped for future business growth.
“More aggressively than almost any competitor, Comptel has swallowed the ‘red pill’ and sent itself fully down the digital telco path.”
Rich Karpinski’s full report, Comptel speeds operator offer decision-making with FASTERMIND can be downloaded here.
Comptel will be exhibiting at MWC17 in Barcelona February 27 – March 2, 2017. Meet with us at stand #5G40, Hall 5 to learn more about our Nexterday vision and FASTERMIND™ for customer engagement automation.