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Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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Citrix and Grasshopper Make a Good Pair

Citrix has many products - DaaS, NetScaler, ZenApp, SingleSignon and the GoTo suite of products: GoToAssist, GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar, Podio...

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PayPal Unveils Innovative Payment Solutions at MWC 2014

February 25, 2014

One of the more exciting companies at Mobile World Congress 2014 in Barcelona has to be PayPal as they announced their payment solutions are built into Samsung Galaxy S5 allowing you to pay with your finger. Also the PayPal app is built into the Galaxy Gear smartwatch and phones - allowing you to check in at retailers at standard check-out locations or using PayPal beacon. This is the first instance of PayPal in the wearable tech space BTW. The way it works is the first time you walk in to a retailer, you give the beacon permission to bill you and after that, they check you out as you walk by.

JDSU Focuses on Cost-Effective Customer Experience Assurance at MWC 2014

February 25, 2014

Carriers are seeing challenges with their operations from a predeployment and test perspective as well as monitoring. Moreover, these CSPs are grappling with network monitoriing costs which are scaling in a linear fashion with traffic growth. Heavy users could be using 10x more data on LTE over 3G for example meaning if something isn't done, monitoring costs will go through the roof. This is why many carriers are going probe-less in their network monitoring departments.

Astellia Shows Carriers at MWC How to Optimize Wireless Spectrum

February 25, 2014

As mobile subscriber growth continues, one challenge will remain - spectrum limitations will be a potential consideration in certain areas and perhaps across a carrier's footprint. This is where Astella comes in, the company helps reduce bottlenecks in mobile networks - specifically the radio frequencies, allowing better customer experience. Rajesh Sharma, President of Global Sales & Customer Operations spent some time explaining how his company's tools can determine where the subscriber is, what they are doing and what their experience is. He beleives this is how his company differs from other players which give you broader measures of network quality.

HP Outlines its NFV Initiatives at MWC 2014

February 25, 2014

Werner Schaefer the VP of Network Functions Virtualization at Hewlett-Packard spent some time with me at Mobile World Congress to discuss the numerous carriers the company is working with to push NFV forward. Here at the show, HP discussed how they will accelerate their move to NFV through its OpenNFV initiative which will speed up deployments of the technology. Schaefer explained there is a huge architechture play at work here - beyond OPEX and CAPEX savings.

Comverse Helps CSPs Master the IP/4G World

February 25, 2014

At MWC 2014 in Barcelona, I had a chance to catch up with Yariv Geller the VP, Coorporate Marketing at Comverse to learn how the company is helping communications service providers migrate to a new world of social, IP and 4G. We followed up on my conversation with the company at the show last year which focused on the company's embracing of social networking. He further discussed the company's integration with Facebook allowing carriers to determine the interests of its users. This is acheived via Comverse ONE and its marketing-oriented policy solution (PCRF) and analytics which enable new monetization paradigms.

Vantrix Helps Boost Video ROI For Carriers

February 25, 2014

With the tremendous growth of video consumption taking place across operator networks there is a move on to improve the quality of what consumers see. One company, Vantrix Corporation was at MWC 2014 to show how this can be done. You might recall I reported on my meeting with the company's Mark Hopper last year. In a conversation today with Don Vendetti and Chris Witeck, I had a chance to learn how this 10-year old company is providing media transcoding and delivery solutions to mobile devices.

DTS Listen Helps Boost ROI on Mobile & Video

February 25, 2014

Two-thirds of mobile bandwidth will be used for media streaming meaning consumers need to be engaged in the content and enjoy it or they will tune out says Geir Skaaden (pictured above) of DTS Listen. The challenge he says is how to keep the quality good with limited bandwidth. He says his company enables big sound for your small screen. He went on to explain the cinema sound you experience is the exact opposite of mobile sound today.

Pondering Big Data Before MWC over Spicy Tuna

February 22, 2014

This weekend I am attending a wedding in Florida just before I take off to Mobile World Congress in Barcelona. As luck would have it I was doing a demo with the founder of the new Pele King of Football App who happens to be down here with me. The app is really cool by the way and I hope to cover it in a later post. While doing the demo, my iPad came loose and hit the table.

Why Your Company Needs a Wearable Tech Strategy

February 16, 2014

The wearable future is indeed upon us as it seems every company in tech will have to seriously map out a wearable technology strategy right after they ensure their mobile strategy is working as well as possible. Taco Bell recently announced customers will be able to use a smartphone to buy food at their drive thru locations -other companies have been doing so for a while but for those on the sidelines, this news probably was the push they needed to put 100% behind mobile commerce.

This weekend has some good reading on what some of the major companies in tech are up to. First off we have Google - they recently purchased a huge hanger for blimps which speculators beleive will be used for Project Loon, Google's base station in the sky concept which in theory could provide free, balloon-based wireless access throughout the world.

Nomad ChargeKey is a Must Buy

February 14, 2014

There are few products which I see which are worthy of me carrying with me everywhere but the Nomad CHARGEKEY is one such item as it fits in a wallet and allows you to charge an iOS Lightning device from any USB power source. There isn’t much to say about it beyond you need to have one with you for emergencies. Everyone who has a mobile device should go out and purchase one right now. It even fits on a keychain.

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