May 31, 2012
BT is on target to deploy a million Wi-Fi hotspots in London as it steps up its Wi-Fi deployment ahead of the Olympic Games.
BT’s dedicated Wi-Fi network strategy for the Olympic Park will help meet the huge demand for internet access from those attending the Olympic and Paralympic Games
With over 1000 access points across 9 different Olympic venues and across all of the public areas, the Park is set to be the largest high density Wi-Fi venue ever to exist and could potentially see more Wi-Fi users in any one place than any other event before.
With this latest announcement from BT – the 2012 Olympics will be a truly digital Games and the enhanced Wi-Fi coverage will allow people to get online, keep in touch with friends and family and share their experiences of the event.
The Mayor of London has been quoted in the news this week saying – “This is fantastic news for the millions of visitors coming to the capital to enjoy this incredible summer of sport but even better news for London’s businesses who will continue to reap the benefits of this boost to the city’s ever expanding digital infrastructure long after the Games are over.”
As London pushes to become ever more digital ahead of the Games, the question now is: What comes after the Olympics?
Virgin Media won the contract back in March to provide the London Underground with a Wi-Fi service but there seems to be a raft of challenges around doing this. This latest innovation is clearly great news for tube customers but, how successful will it really be? Will tube customers really be able to access the internet underground by the end of 2012? And, what else is on the cards as operators push to provide seamless internet access for their users in every part of the Capital.
If you would like to know more about this event, please visit our website www.dataoffloading.com .
May 16, 2012
Over the past year the mobile industry has been abuzz with the term ‘small cells’. As mobile network operators talk constantly about using small cells to increase network capacity and improve performance, are they as good a solution as they appear?
Recent research with operators seems to indicate a slight hesitation on their part to invest in large scale deployments of small cells. Two key questions that constantly arose from operators talking to Telecoms IQ were:
Are there hidden costs behind the relatively low price of small cells?
Are small cells capable of being used in LTE networks?
Despite the apparently cheap price of purchasing small cells, operators are worried that there will be extra costs involved with connecting each small cell to the backhaul network, as well as the cost involved in purchasing sites for small cells. Without an abundance of real life case studies operators don’t have full disclosure of exactly what the costs involved are and this is clearly stalling their investment.
Additionally to the worry about cost, operators are heavily investing in upgrading their networks to LTE and it is imperative that any investment in small cells they do make is backed up with them knowing that they are capable of working in LTE networks. Are small cells capable of delivering high throughput and capacity in a dense urban environment? Will small cells be capable of giving wireless operators the infrastructure resources that they need to align their LTE network performance with what their customers demand? Is the vendor hype around LTE small cells really to be believed?
As small cells begin to be widely viewed as an integral tool for operators struggling to deal with exploding mobile data demand, there are clearly signs that there are critical questions to be answered. Are they really the best solution for the current wireless capacity crunch? And, more importantly for operators, are they the most cost-effective solution?
May 3, 2012
It is no secret that as we reach market saturation, operators are moving from the focus of customer acquisition to the retention of customers. At a time of declining revenues and ever-rising customer expectations, the customer experience remains the key opportunity for all operators to differentiate themselves and retain subscribers in the face of aggressive competition.
This is also the opportunity for smaller operators to keep up with their competitors – what they can’t compete with in terms of pricing and offers, they can make up for with customer experience and the personal touch.
Mobile Europe have put together a guide for the 7 characteristics of successful customer experience, which I thought that it would be beneficial to share:
- Innovation needs to be outside-in not inside-out: We need to make sure that we are truly listening to what customers want rather than concentrating on what we want!
- CSP’s need to make better use of data to help their understanding of their customers: There is such a large amount of data and information available, but the key is to ensure we are using this to dig deeper into what the customer wants.
- The experience needs to be consistent and controllable: It needs to appear seamless to the customer, just because there are changes in expectations, does not mean that this should affect the customer experience or quality of service.
- The experience needs to be tunable: The customer experience needs to be personal and therefore adaptable to different wants and needs.
- Improving customer interactions is key: As it says on the tin – we must interact with customers for all the reasons listed above!
- Using the right measures: Measuring in real-time with avoid complaints and ultimately improve the customer experience.
- Addressing business needs as well as consumer needs: Not all customers are simply consumers, they are businesses also, so think big!
Well, I think that is good food for thought, but do you agree with these points? And what would you say the trends coming through in the future of CEM are likely to be?
f you are interested in customer experience, Telecoms IQ have produced the following upcoming CEM events:
CEM in Telecoms: UK Summit, 16th-19th July 2012, London
CEM in Telecoms: Eastern European Summit, 24th-27th September 2012, Prague
CEM in Telecoms: North America Summit, 23rd-25th October 2012, Atlanta
If you are interested in hearing more about these events, please email firstname.lastname@example.org.