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It’s just “not cricket”. (Why a good customer experience wasn’t good enough)

On Sunday night, my home Internet connection disappeared. As it was almost midnight and I assumed the router just needed rebooting, I left it until the morning. However, after an unsuccessful reboot on Monday morning, I started to get worried. As an English expat living and working overseas, I rely heavily on my home Internet connection to connect me to the important things in life – and that includes live coverage of the cricket that I otherwise wouldn’t be able to access in my location. And right now that’s the long-awaited, crucial Ashes Test series between England and Australia that […]  More >>
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The Internet of Things isn’t just an idea – it’s an actual place

From sheep, contact lenses, and cars, to farming equipment and shipping containers, we’re now using sensors and signals that seemingly connect pretty much anything and everything. But at this moment, as I rub shoulders with Internet of things pioneers from companies like American Airlines, Ford, Pebble and Automate, the Internet of things is more than innovative idea or an object:it’s an actual, physical place. I’m talking about Levi’s Stadium, host to the 2015 IoT Influencer conference and the home of the San Francisco 49ers in the National Football League (NFL). So what makes this stadium so special? Built to create […]  More >>
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Comcast’s new streaming service battles the OTTs on more than one front

What caught my eye about the new Comcast TV streaming service wasn’t the channels on offer nor the $15 a month price for Comcast Internet subscribers – it was the pitch made by Comcast executive vice president Matt Strauss in promoting the new service. In a blog post on the Comcast corporate site, Strauss listed, as you would expect, all the benefits of Stream: “…live TV from about a dozen networks – including all the major broadcast nets and HBO – on laptops, tablets and phones in their home. It includes thousands of on-demand movies and shows to watch home […]  More >>
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Why street markets are where the customer experience started

One of the joys of Paris is the street market. Whichever neighbourhood of the French capital you live in, you’re likely to find one of these markets within a 15-minute walk. The last one I went to, rue Mouffetard in the 5th arrondissement, is where Hemingway lived for a while. But as my wife and I shopped, something unusual kept on happening. The purchase of two chickens and a few sausages triggered the gift of a substantial pâté en croûte by the butcher. At the cheese stall, buying a Brillat-Savarin meant the crémière offered us in return a crottin de Chavignol, […]  More >>
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Is Wi-Fi the hidden asset in Charter’s bid for Time Warner Cable?

After months of getting used to saying “Comcast/Time Warner” only for the regulator to block the move, we’ve just had to learn a new combination — “Charter/Time Warner” — as Charter swept in to replace Comcast as a potential buyer for Time Warner. Why? What’s so attractive about Time Warner?   More >>
Globe CEO and President Ernest Cu and Chris Daniels, vice president of partnerships at Facebook 
(Photo: ABS-BNNews)

Globe CEO’s keynote advice:”Embrace the OTT players – they’re going to come for you anyway” (Live from the Amdocs Asia Pacific Business Forum 2015)

Globe CEO Ernest Cu has a very different attitude than other senior service provider executives to the rise of the over-the-top (OTT) players. “We embrace the OTT players,” Mr. Cu said in a keynote address at the Amdocs Asia Pacific Business Forum 2015 here in Singapore. “They’re going to come for you anyway, so you should use them to your advantage.”  More >>
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Singtel’s Consumer CEO tells a story from the field: Live from the Amdocs Asia Pacific Business Forum 2015

Yuen Kuan Moon, the Singtel Consumer CEO, has a story he likes to tell about one of Singtel’s field technicians. One day, Mr. Yuen told the Amdocs Asia Pacific Business Forum 2015 here in Singapore, this technician went to make a repair visit for an elderly woman’s cable service. After a while, the technician realized the problem wasn’t with the cable-TV service, but with the actual television set itself. Realizing that the woman didn’t really understand much about televisions, he went with her the next day, on his own time, not on the Singtel clock, to help her buy a […]  More >>
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New research: 10 facts about Asia-Pacific mobile consumers that you didn’t know…

Since Amdocs is holding its Asia Pacific Business Forum 2015 in Singapore tomorrow, to mark the occasion, we thought we’d share some new insights about Asia Pacific (APAC) mobile consumers derived from recent Amdocs-commissioned surveys: 85 percent of APAC subscribers spend less than $100 a month on mobile usage, with 50 percent spending less than $50. Subscribers in Singapore and Malaysia say they are prepared to pay an extra 10 percent a month in order to get Wi-Fi access outside the home. APAC subscribers are prepared to pay more for improved quality of experience: 56 percent (compared to 45 percent […]  More >>
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Facebook sends telecom operators a friend request – live from TM Forum, Nice

“The more we connect, the better it gets” was Markku Mäkeläinen’s message to telecom operators as Facebook’s Director of Global Operator Partnerships announced that the social media giant has joined the telecom industry association TM Forum. In his keynote at TM Forum’s annual event in Nice, Mäkeläinen explained that Facebook intends to deepen its collaboration with telecom operators in its push to expand its internet.org initiative: “We want to create industry-based practices to scale this globally. We are looking forward to contributing to best practices, APIs and even infrastructure.” While the Internet’s growth rate is slowing down, through working together […]  More >>
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Don’t dial for help – just access the mobile Internet!

If you were caught in a crisis situation and needed help, which would you rather have: access to voice services on your smartphone, or access to data? According to new global research commissioned by Amdocs and conducted by HOT TELECOM, data coverage wins out, with a solid 55 percent of respondents choosing to keep their data service and drop voice.  More >>
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So where’s the money? New business models for service providers in the Internet of Things

When you get Microsoft announcing that they’ve created a version of Windows 10 just to support the Internet of Things (“everything from elevators to ATMs to heart rate monitors to wearables”), perhaps it doesn’t seem so unlikely a prediction that in just five years’ time, the IoT market is going to exceed three trillion dollars in value. A big slice of the anticipated total revenue – around 65% – is going to come from device sales, and as I highlighted recently, the success factor there is utility. But this is more of a pass-through than a direct opportunity for the communication service provider.   More >>
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The lure of the small screen… Why telcos are racing to partner with OTTs

“This focus on brilliant content is why over 250,000 new 4G customers joined us in September alone”, explained Vodafone UK Consumer Director Cindy Rose about Vodafone UK’s expanded partnership with Sky. And Vodafone UK is far from being alone in the industry when it comes to changing attitudes towards OTT. According to OVUM, over the last five years, no less than 410 partnership agreements have been announced between traditional communication service providers and OTT providers… However, the year 2014 tells a different story – this is the year that video partnerships shot into the spotlight  More >>
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Forecasting the market impact of a connected umbrella

Could a nationwide stock of connected umbrellas replace the National Weather Service? Is weather forecasting via crowdsourcing more accurate than a room of high-performance computers? These were some of the questions posed recently by industry analyst Teresa Cottam who used them to illustrate business model disruption in the emerging Internet of Things (IoT) and wearables markets. Putting aside the question as to how service providers can earn revenues from wearable tech beyond supplying connectivity, how will wearable tech impact their business model?  More >>
L to R: Light Reading's Mari Silbey, Amdocs' Gary Cronk,and  IE Market Research's Nizar Assanie discuss new Amdocs Pay-TV consumer research at INTX

Why Pay-TV providers are going “skinny dipping”

189. That’s the average number of channels that a US home has access to – whether they want them or not. Want to guess how many of the 189 are actually watched? A mere 17, reveals Nielson, illustrating the fact that just because you receive a lot lot of content doesn’t mean you’ll watch more channels. So what’s to stop consumers from cutting the cord with pay-TV service providers, getting away from these traditional big-bundle packages, and instead using over-the-top (OTT) streaming services like Amazon to provide them with the specific content they want?  More >>
Will they turn the wearable tech market to gold too?

Watching Apple’s market cap tick towards the $1 trillion mark

“Apple Watch begins a new chapter in the way we relate to technology and we think our customers are going to love it,” explains Apple’s chief executive Tim Cook. Well, there’s definitely been much speculation as to whether this month’s hugely anticipated launch of the Apple Watch will be “loved” enough to take the wearable tech market mainstream. But if Wall Street investment bank Cantor Fitzgerald’s recent announcement is anything to go by, Cook is going to be proved right. Analysts at this Wall Street investment bank predicted that Apple is set to become the first company to reach a […]  More >>
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We need to own the customer experience, say operator CMOs

They say “communications is a close-knit industry” and I think that’s a pretty accurate description after taking the 08.40 FGC train from Plaça d’Espanya to the Fira Gran Via – temporary home to the massive Mobile World Congress conference. Fortunately for me, impersonating a tinned sardine for 15 minutes every day was the only less-than-pleasant moment in an otherwise excellent customer experience in Barcelona earlier this month. And customer experience was very much the main course on the menu at the CMO lunch hosted by European Communications and Amdocs at MWC, where senior marketing executives, including service provider CMOs from […]  More >>
Amdocs Corporate Editor Jeff Barak  meets the connected suitcase at Mobile World Congress

Introducing the world’s first connected suitcase: you didn’t know you needed it until now… (Live from Mobile World Congress)

Worried about losing your suitcase? Concerned your luggage is overweight? Fraught with fear your phone is about to die on you? Your worries are now over – for the small cost of $500, you can become the proud owner of the world’s first connected suitcase. Scheduled to hit the market towards the end of the year and demonstrated here at the GSMA’s Innovation City at Mobile World Congress in Barcelona, the suitcase has a GPS that communicates with your smartphone via Bluetooth so you can always know where it is. Of course, that wouldn’t have really helped a colleague of […]  More >>