Agility: More than Just a Buzzword
At Pega, we think change in the communications and media market is not only rapid, but accelerating. As a result, the “old way” of building, implementing, and changing business support (BSS),...
View Article4G – Fantastic capability, but let’s talk services
Want to stump a panel of mobile carrier executives? Ask them about 4G service innovation. There I was, listening to representatives from Sprint, Verizon and AT&T discuss the remarkable speed and...
View ArticleMaximizing Your Investment When "Buying the Cloud"
For Tier 1 service providers looking for ways to re-invigorate growth and generate improved returns on invested capital, the 20%+ CAGR in cloud services must look pretty tantalizing. The ability for...
View ArticleCommunications Service Providers: Take Note, It's Time for a New Approach
We all have heard the saying that the definition of insanity is “doing the same thing over and over and expecting a different result”. By those standards, I’d argue that many of today’s IT executives...
View ArticleSocial Isn’t the First Evolution in Customer Service, and it Won’t Be the Last
“What’s your social strategy?” is now the “in” question for customer service executives at Communications Service Providers. The explosive growth of social media has driven providers to re-think...
View ArticleWhy Are We Talking (Only) to Each Other About the Customer Experience?
The lines are beginning to blur between communications and other major service industries such as banking and healthcare, creating a seismic shift in our market which will have a profound impact on the...
View ArticleCreating Top-Line Value through Customer-Centric Order Management
In retail/B2C order management, it is surprising that some Communications Service Providers (CSPs) continue to invest in playing checkers when they should be learning how to play chess. Most CSPs...
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PegaWORLD 2013: Where your peers and their success take center stage
Anyone who has attended PegaWORLD can tell you it is very different from your typical enterprise software vendor conference. At PegaWORLD we provide the ‘stage’, but we aren’t the ‘show’.That spot...
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Communications Service Providers Don't Know Jack
In my first sales job out of college I worked in an office with a salesman named Jack. Jack was a wily veteran who never appeared to be working hard, but was always among the company’s top producers....
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Contextual Marketing in the Social Age
Twitter IPOs today, and while we sometimes have a hard time understanding each other in 140 characters or less (#whatdidmykidsay?), it looks like it’s here to stay. Combine that with the recent report...
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Putting the "I" back in the IVR
Brooks Bell wrote a great piece about big data in Forbes recently, and in it she challenges companies to use big data “to make practical predictions and forward-looking decisions”. Amen Ms. Bell,...
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Just When You Thought It Was Safe to Go Back in The Water...
Last week at CES, T-Mobile announced that they are going to cover customer Early Termination Fee (ETF) costs. This decision has far-reaching ramifications for the global mobile market, and presents an...
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The Smart Money No Longer Flocks to Super Bowl Ads - Here's Why
This weekend over 100 million viewers will watch the NFL Super Bowl on television, arguably the most highly anticipated day of the year for US advertising and marketing professionals. In the last few...
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This Valentine’s Day, Two New Questions that Will Make CMOs and CIOs BFFs
Do you have a poem for your CIO or CMO this Valentine’s Day? Send it to me @comms_changeI’ll send a box of chocolates to the first five people to send in a poem. We continue to hear from analysts and...
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The Digital Impact on Communications and Media – One App Away from Extinction
Last week it was revealed that Apple was in talks to buy Beats Music for $3.2 billion. While the exact reasons for the acquisition are unclear, most identify it as an attempt by Apple to buy a...
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The Revenge of Crazy Frog – 3 Lessons From the Premium SMS Debacle
It is the revenge of “Crazy Frog”. Two weeks ago T-Mobile CEO John Legere called out Verizon and AT&T for being customer-unfriendly (in pretty stark language), and then last week his firm got sued...
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“This Call May be Recorded…"
Five years ago, after United Airlines broke Dave Carroll’s guitar, he decided to do something about it. In the first 24 hours his YouTube video parody received 150,000 hits, and the social customer...
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The Biggest Impact of HBO's Announcement will be Felt on the Pay TV...
With subscriber growth in the US stagnating, HBO shook up the Pay TV market with yesterday’s announcement that in 2015 US customers will be able to access HBO without a Pay TV subscription. While the...
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