I led a lively session at the Cognizant Community in Phoenix with Deb Lucas of Comcast and Thomas Knight of AT&T. I used 2 slides (extract below) to summarize all the innovation and challenges around telecomms showcased in my upcoming book The New Polymath.
Deb described the automation and efficiencies Comcast is building into its OSS/BSS areas and Thomas talked about all the process and technology going into streamlined provisioning as AT&T rolls out its U-Verse fiber services around the country.
When I asked it they would ever outsource pieces of their network to others (NSN and other equipment manufacturers are starting to support the network for smaller telcos around the world), none of them seemed excited with the prospect. Partly understandable, partly not when the excitement in the sector has been coming “around” not “from within'” the network in the application, devices and content from Apple, Cisco, Skype, Google, Plantronics and others.
Still, it was good to hear from both (and others in the room) about the internal innovation within the bowels of their networks and related customer service, and the billing processes. They shared a sense of frustration that in spite of their efforts, the public perception of the sector continues to be poor.
I walked out of that room feeling far more optimistic about large telco/cable companies. There was a sense of humility and quiet determination most consumers don’t often see from the outside looking in.
My slide content from chapter on networks:
Innovation in the “new normal” in telecommunications
- Limitless telco opportunities – global markets and nomads, sensory networks, cloud computing, social networks
- Golden age of applications - Cisco telepresence, Westwood One digital audio, various mobile apps stores, Go Go wi-fly, Seanet, many more
- Global revolution - S. Korea, Estonia, Macedonia, Tibet, Rwanda, next gen telecoms
- Device richness – Apple, Android, Plantronics, Netbooks, Tablets, Navigation systems
- Infrastructure innovation – NSN, Huawei, greener technology, managed services
- Social CRM opportunities – ComcastCares, managed services
- Content/media churn – citizen journalism, weakening of previous “channel masters”
Challenges in the “new normal” in telecommunications
- Reputation International – telcos - 4th lowest of 25 industries across 32 countries
- Fall out from iPhone 3G service issues
- France Telecom spate of suicides
- Community discontent – Lafayette, LA; more aggressive FCC, Google Broadband
- Quasi-government image – stodgy customer service, high taxes, surveillance wariness
- Economics – telco/cable versus thermostat
- Global Competition – MPLS, roaming options, EU caps, cutting teeth on ARPU of $ 5 (a quarter)
- Perception of innovation “around” not “from” telco/cable cos
