Presentation given at ALU customer event: Transforming the Customer Experience.
The world has changed drastically over the past 3 years for operators. No longer are they the preferred service provider of their customers. Consumer electronics brands and web service providers are rapidly gaining that position. For iPhone customers they use FaceTime (video telephony), iTunes, App Store, Skype, Dial2do, HomeCamera, and many, many other services generally not over the operator’s mobile broadband, rather via WiFi. It’s a similar story for Android based devices and the rash of other smartphones and tablets coming on the market. Even in the once safe IPTV space, Google, Amazon and Apple are all making significant gains. Why should a customer pay $4.99 for a movie from their operator when they can get it for $2.99 from Amazon on demand?
The case for opening the network has never been starker, the direct objective evidence of not remaining relevant to the customer is clear. But the landscape is changing dramatically: APIs are being commoditized, Apple offers thousands of them for free; Google and Apple have cornered the market for advertising on their platforms, while operators continue to struggle with advertising given their customers are paying them $1000s over the lifetime of their contracts. Knowing your customer and delivering compelling value to your customers has never been more important to operators. This session will explore what operators can do, firstly through a frank and independent presentation from Alan Quayle; and then a lively and informative panel discussion with leading developers whose services every operator should have deployed several years, and who now have a choice in how to get to market.