Teresa Cottam takes an affectionate but sceptical look at the CTIA’s attitude to “bill shock”. And considers why ignoring the problem is not going to help. US CSPs need to embrace the opportunities presented, not try and bury their heads in denial.
Teresa Cottam looks at the metamorphosis of the telecoms industry, and asks what the USPs of telecoms service providers really are.
Teresa Cottam looks at how on the one hand it’s all about you, but on the other it’s all about everybody… What does balancing personalisation with the connected world mean for the customer experience and those supporting it?
Teresa Cottam writes about why it’s important to use our experience as customers to transform the customer experience for the better.
So it’s all about the customer experience is it? How good or bad do we think this is? Teresa Cottam shares some of the insight gained from our research into improving the customer experience.
It might sound like a bad sequel, but we really are seeing renewed optimism in the telecoms industry. In this article, Teresa Cottam assesses what this means for BSSOSS.
Image by kh1234567890 via Flickr
Telesperience has been conducting ongoing research into data integration and
how it affects the commercial and operational efficiency of CSPs. From our research the runaway key driver for improved data integration in telecoms was supporting a better customer experience. by Teresa Cottam
A key goal on many service providers’ to-do lists for 2010 is to improve their customer experience. This helps them move from the negative downward spiral of pure price competition to a value-based experience. But what does improving the customer experience actually entail? Often, the focus is solely on front-office, customer-facing systems – completely overlooking the vital role played by the OSS. by Teresa Cottam
We used to talk about convergence, integration and automation; but recently there has been more and more talk of horizontalism. As horizontalism begins to grip telecoms IT, Teresa Cottam asks whether it’s just the latest IT cult. 
It’s Friday 13th, it’s the middle of a recession – oh we could hide our heads under the covers until it all goes away or we could do something new, bold and exciting!
by Darran Clements and Teresa Cottam
