As I’ve noted in earlier blogs in this series, this week, one technology option for customer experience management stands out…AI. OK, maybe it stands out because AI stands out of most everything these days. Maybe it’s because AI is at least one reason why HPE wants to buy Juniper, and Cisco wants Splunk. But there’s…
Customer care is important everywhere, but probably nowhere as much as with any form of “service”, meaning the delivery of a capability, application, or experience through a network connection. The changing nature of the “services” we’re talking about has created major challenges for those who want to manage the customer experience, challenges that extend the…
It’s not surprising that of 344 companies that offered views on their strategic priorities in the last six months, 321 listed “improved customer care” at the top of their list. Customer care is also a major cost item, a big component in opex for service providers and a major cost for enterprises. Even equipment vendors…
Probably everyone’s parents and grandparents, at some point, advised them not to be a worrier. Far be it from me to go against that kind of historical weight, but suppose at some point you feel like you have to worry? Suppose that you’re the kind who believes in planning for the worst because the best…
“The times, they are a’changin,” according to an old Dylan song. That’s surely true in the telecom world, according to the telcos themselves. Looking back over the first full year of Andover Intel operation, and the conversations I’ve had with 88 telcos and cable companies worldwide, I can see both direct and indirect evidence of…
Cloud credibility took a hit in 2023, there’s no question about it. It’s still taking one in 2024 too. One troubling truth is that there are still signs that the lack of thorough evaluation of cloud benefits is (no pun) clouding current cloud planning. Might the same thing that led to too much cloud may…
Well, MWC is over. The general sense I got from those who attended, both the operators and the vendors, was that it was a cross between a wedding reception and a wake. That’s fair, because I think that’s actually what it was. It celebrated the marriage of telcos and AI, and it celebrated the death…
There’s always going to be some vendor whining regarding any technology. Somehow, buyers don’t seem to accept that it is their duty to buy the latest technology offered, whether they actually have a business case for it or not. Vendors keep insisting that even if the new stuff doesn’t really do what’s needed, that’s only…
In a blog on Monday, I talked about the action that operators might be taking to improve their business model in the next three years. I based this on comments from 81 operators. Now, I want to use the same sources to look at what operators think about new services over the same period. Obviously,…
The AI landscape is changing. It’s not really obvious at this point because most people get their AI views by reading online stories, and they’re not tracking the reality of the shift at this point. Maybe they never will. Whether they do or not, we have to remember that AI adoption, the profits from AI,…