Telecommunications

 

For many countries digital communications are ubiquitous.  And many users have the choice of multiple access networks at any time. Scarce utility no more, but it is still tempting to believe that owning the pipe means owning the customer.  Robust application of the marketing basics is the key to winning and retaining customers.

 

Information technology

 

The Internet has transformed the way software is created, sold, delivered and consumed. With this breath-taking power comes complexity, downtime and fragmented solutions. The next crucial phase is to build integrated user experiences that just work.

 

Customer care

 

From supermarkets to consumer electronics, self service is everywhere.  The cost savings can be dramatic.  But the claimed benefits for consumers (control, flexibility) are too often elusive.  Today's challenge is to create self service solutions that increase loyalty rather than increase churn.

 

Technical support

 

The technology support process is evolving from manual and expertise based to mass automation.  It has to - because as complexity rises the bespoke approach simply will not scale.  The winners will be those who can evolve the solutions as fast as the problems.

 

The digital home

 

The number of devices and networks per home continues to accelerate.  And while the industry explores sophisticated use cases, the most common application remains file sharing. Closing the gap means keeping it simple.