Jim Machi : Industry Insight
Jim Machi

Country Music and Wi-Fi Offload

This past Sunday night I attended the 50th annual Academy of Country Music (ACM) awards, hosted at the AT&T Stadium outside...

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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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Mobile World Congress Overview

February 17, 2011

On February, 1st, I wrote a Mobile World Congress preview blog and said I expected to see Mobile Backhaul at the show.  Here I am at the last day of the show, and I want to tell you about the major themes I’m seeing.

First and foremost, the major theme is mobile broadband optimization, which includes mobile backhaul as one of the improvement mechanisms.  

ENIAC - The Face of Innovation from 2 to the 6th Years Ago

February 15, 2011

As the computer engineer reader knows, 2 to the 6th is a key number in the binary numeral system.  It also happens to be the number of years ago (plus 1) on February 14th that the first digital computer, the ENIAC, was born, at the University of Pennsylvania.  When I went to Penn many years ago, the ENIAC was sort of there, or shall I say, pieces of it were there, strewn in a room that we all passed by pretty much everyday on our way to classes.  You could have gone in there and taken the leftover vacuum tubes, which were the size of Starbucks Venti cups

The Future of SMS - Rich SMS

February 8, 2011

Two weeks ago, I gave some opinions about why SMS will continue to grow.  I also think SMS will, over time, fundamentally change from today’s 140 character experience.  We’ll start to see video incorporated into SMS, making it more of a “rich” SMS experience.  For instance, I’ve written in the past about location-based services and context aware location-based services

Mobile World Congress Preview - Expect Mobile Backhaul

February 1, 2011

In just two weeks, the key global wireless show will be upon us.  Let’s hope the weather holds out and it looks like the picture below, as opposed to last year when it actually snowed for a bit.





Every year, I have an expectation of what I might see at the show. 

Why Does SMS Continue to Grow? Personal Communications, Social Networking and M2M

January 24, 2011

Many consumers view SMS as an essential function of their phone.  From a service provider perspective though, it is one of the more highly utilized and profitable value added services, with an estimated over 6 trillion SMS’s sent in 2010.  What’s going on with this seemingly basic function?

Using the Mobile Phone Navigator App

January 18, 2011

While I have the AT&T navigator app on my Blackberry and have had it for some time, I never used it until, amazingly enough, I needed it twice in the same week this past December.  I always just either printed out directions from Mapquest or took my old Garmin with me when I needed this kind of thing.  Well, in December I needed it since I didn’t have either of them since, well, I knew where I was going!

Would I Use an iPad on a Business Trip?

January 11, 2011

A couple of weeks ago, I discussed the use of iPhones in the enterprise and mentioned iPads will runneth over the enterprise, but many will end up not being used.   In fact, if CES from last week is any indication, tablets of all sorts will descend upon us like locusts (and depending on your point of view, it could be a plague).

What did I mean, though, when I said that many iPads would end up not being fully utilized? 

Smartphone - Shop and Pay!

January 4, 2011

A few weeks ago, I wrote a blog about people using their smartphones in ways I’ve never seen before during a key shopping trip, namely comparison shopping by taking pictures of barcodes.  And since I witnessed that on more than one occasion, I figured this must be taking off.  So I did some research yesterday figuring that since the holidays are over, some articles and/or research would have been written on this. 

The Ramifications of iPhone Usage in the Enterprise

December 28, 2010

In my top predictions for 2011 blog last week, I predicted iPads will overrun the enterprise.  One reason is that people just think they are cool so they’ll “want” one.  I also predict a measureable segment of these people in the enterprise will end up just putting them in their filing cabinet.  Next week I will explore that a bit. 

The Top 5 Mobile and IP Predictions for 2011

December 21, 2010

Last week, I looked back at the 10 most impactful telecom advances of the last decade.  In this blog, I will look forward and make some predictions for what 2011 holds.   And then to differentiate myself, in one year’s time, I’ll score myself and see if I got anything remotely right!

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