Zain Technology Conference Focuses on Customer Experience and the Future of Telco

Posted: December 30th, 2013 | Author: | Filed under: Events, Industry Insights | Tags: , , , , | Comments Off on Zain Technology Conference Focuses on Customer Experience and the Future of Telco

Times are changing for the telecommunications industry. Different consumer habits, new mobile devices and increased competition from OTT players have all made companies rethink their revenue models. Services that used to play a big role in operators’ bottom line, like voice and SMS, have fallen to the wayside. Now, there’s a definite need to make up for those losses and more telcos are investing in technologies like predictive analytics.

At the recent Zain Technology Conference in Dubai, more than 600 participants gathered to discuss these trends and more. Hosted by Zain Group, which offers telco services in eight markets across the Middle East and Africa, the event was a massive success.

Panelists, thought leaders and executives got together to share insights and tips. More than anything, though, they discussed topics that were close to the theme of the event: “Innovating Zain’s customer experience.”

Comptel has always believed that telco needs to improve the customer experience to move forward, and this conference showed that we are far from alone with this line of thinking.

The Events List

Keynote presentations were delivered by Zain Group CEO Scott Gegenheimer and CTO Hisham Allam. Other presentations featured senior leaders from companies like Ericsson and Huawei. There were also more than 80 interactive sessions that discussed the future of the telco sector.

The theme of customer experience resonated throughout the sessions, speeches and impromptu meetings. Comptel’s session, “Engaging with Customers Through Data and Technology,” touched on these points as well. Vice President of Comptel’s Analytics Business Program, Jimmy Ruokolainen, explained how data and analytics can help create contextual, automated customer experiences that predict value segments, improve customer satisfaction and remove silos by unifying business and technology. Zain Kuwait has covered this topic before, as the company has been leveraging some of Comptel’s Social Links to improve customer experience through analytics.

The levels of competition today in the telco sector have made it imperative for every business to think about different ways that services can be distributed, marketed and, ultimately, delivered. This event, the third Zain Technology Conference, was bigger than either of the two before it. That shows promise for the future. It’s easy to tell that most communications service providers (CSPs) today are willing to broaden their horizons and experiment with new things to offer a better customer experience.

CEO Scott Gegenheimer summed it up well, saying:

“This has been our largest conference to date, and we are thrilled to see how much it has grown and how beneficial it is to our colleagues in the technology sector as well as to ourselves. With 63 technology providers taking the opportunity to present their latest technologies and solutions, I am confident that many valuable conversations were held over the three days, and that Zain Group’s view of its future is better understood by our suppliers and partners.”

Comptel’s Take


Comptel couldn’t agree more about emphasizing the intersection of technology and customer experience. Happy, loyal customers are going to be the most important business advantage for CSPs in the coming years, which is why Comptel invests so much into contextual intelligence for communications. Through innovative new ways in fulfillment, marketing and analytics, businesses will be able to meet customer needs in a way that personalises each interaction. In turn, customers will have positive impressions of the brand and will be far less likely to churn.

Going into 2014, it’s clear that customer experience is only going to increase in importance. But, judging from the attendance at Zain Technology Conference, CSPs will be more than prepared.


Comptel User Group Video: Q&A with Simon Osborne

Posted: June 19th, 2012 | Author: | Filed under: Behind the Scenes | Tags: , , , , | Comments Off on Comptel User Group Video: Q&A with Simon Osborne

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.


Around the World

Posted: August 12th, 2011 | Author: | Filed under: Around the World | Tags: , , , , , | Comments Off on Around the World

Computer Business Review…

Mobile Network Operators Face Surging Data Delivery Costs: Study

According to Juniper Research, mobile data delivery costs could go up to $370 billion by 2016—a sevenfold jump from $53 billion in 2010. The analyst firm reported that mobile network operators can reduce costs with Wi-Fi network build-out, femtocells and network sharing initiatives.  Juniper also suggested that mobile network operators in developing countries transition to renewable energy for off-grid networks.

The bottom line though: data usage is outpacing operators’ revenues. This only continues to underscore the need to strike a balance between encouraging service use, controlling resources like bandwidth and ensuring maximum payback. Policy control gives operators the levers to manage mobile data delivery and monetise the services.

Alcatel-Lucent Blog

Customer Experience Management and the Thieves of Time

Did you know that it costs about five to ten times as much to acquire a new customer as it does to retain an existing customer? As Alcatel-Lucent’s Vincent Kavanagh notes, unfortunately, “money talks”— and most companies typically end up incorrectly distributing their marketing spend. They’ve also ignored the fact that happy customers have proven to stay longer and spend more, and not made customer experience management (CEM) a priority.

Luckily, operators are paying greater attention to CEM. They are being increasingly conscious of customers’ time and interacting with them more over multiple channels including social media. One important area that they have yet to tap into though is their OSS and network data, to gain a holistic view of subscriber activity. By doing so, operators can open up a myriad of possibilities and turn them into something that can be monetised.

TYN…

Cloud Computing: Latin American Market Will Be 69% in Five Years

IDC recently conducted its Cloud Solutions Roadshow in Argentina, and after meeting with various Latin American company executives, one of the research firm’s vice presidents, Ricardo Villate, has dubbed 2011 as “the year of the cloud.”

IDC survey results have shown that 14.5 percent of Latin American companies with more than 100 employees have implemented cloud services. This is nearly three times more than in January 2010, and the market is expected to continue this steady growth pattern, reaching 69 percent in five years.

It’s exciting to see barriers to enterprise cloud adoption like security and performance management being broken down, much like Comptel demonstrated through several TM Forum Catalyst initiatives.