Mark H Mortensen
Software is eating Telecom: How virtualisation and open source are upending the entire industry
Until recently, network technology vendors to communication service providers (CSPs) had a well-established competitive market position with brand loyalty, long-standing customer relationships, and well entrenched proprietary solutions. However, an inexorable
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Providing a ‘Digital Experience’ to a consumer takes more than just a digital user front end: DXI Phase 2
In earlier articles, we have explored what makes a customer’s experience an “digital experience” so desired by Digital Natives and other tech-savvy users.
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Measuring how ‘digital’ an experience CSPs provide to their customers
We all know now that, to measure customer satisfaction (CSat), one has to ask the customers’ opinions. Various measures of CSat are in use in CSPs, usually measuring on a
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Digitalised DSP operations: Customer care evolution to a brand management platform
There are three journeys that today’s Communications Service Providers (CSPs) must make to become modern Digital Service Providers (DSPs):
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Digitalising operations for the DSP Journey will require evolution and revolution in BSS/OSS
There are three journeys that today’s Communications Service Providers (CSPs) must make to become modern Digital Service Providers (DSPs):
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Service provider IT software enters its next phase of evolution
When I joined Bell Labs in the late 1970s, we had just completed the first round of Business Support Systems and Operations Support Systems (BSS/OSS), based on the mini-computer and
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