Skip to main content

Web 2.0 to Personalize Customer Experience

The inability of most telecom network operators to deploy robust subscriber information management platforms could put them at a serious marketplace disadvantage -- compared with next-generation service providers that are primed to attack the telecom services sector with Web 2.0 based technologies, according to the latest market study from Light Reading.

"Network operators have a wealth of information about their subscribers, and as they broaden their next-generation service portfolios, they are in a position to collect even more information about subscribers' service preferences, usage, and transactions," says Caroline Chappell, research analyst with Light Reading.

"But operators have a short window of opportunity to put in place a strategy and architecture for managing all the subscriber information they possess and using it to more fully capture their customers by personalizing the customer experience."

As over-the-top communications services become more deeply embedded in Web 2.0 platforms, and as companies such as Google build out their own networks, the advantages now held by network operators will diminish and eventually disappear, Chappell says.

"Unless network operators accelerate their deployment of integrated subscriber information management applications, they run a serious risk of losing control of their customers to more aggressive competitors from the Web 2.0 world," she says.

Key findings of the market study include:

- Consolidation of subscriber data in a centrally available repository is an essential prerequisite for enabling network operators to build personalized services.

- Network operators say vendors are 18 months behind their requirements to decouple subscriber information from individual applications.

- Relational database vendors are beginning to challenge the supremacy of LDAP directory vendors as providers of in-network subscriber data repositories.

- Identity federation is a key application needed to support personalization on top of subscriber data stores.

Popular posts from this blog

How Cloud Fuels Digital Business Transformation

Across the globe, many CEOs invested in initiatives to expand their digital offerings. User experience enhancements that are enabled by business technology were a priority in many industries. Worldwide end-user spending on public cloud services is forecast to grow 21.7 percent to a total of $597.3 billion in 2023 -- that's up from $491 billion in 2022, according to the latest market study by Gartner. Cloud computing is driving the next phase of digital transformation, as organizations pursue disruption through technologies like generative Artificial Intelligence (AI), Web3, and enterprise Metaverse. Public Cloud Computing Market Development "Hyperscale cloud providers are driving the cloud agenda," said Sid Nag, vice president at Gartner . Organizations view cloud computing as a highly strategic platform for digital transformation initiatives, which requires providers to offer new capabilities as the competition for digital business escalates. "For example, generativ

Mobile Device Market Still Awaiting Recovery

The mobile devices market has experienced three years of unpredictable demand. The global pandemic, geopolitical pressures, supply chain issues, and macroeconomic headwinds have hindered the sector's consistent growth potential. This extremely challenging environment has dramatically affected both demand and supply chains. It has led to subsequent inflationary pressures, leading to a worsening global cost of living crisis suppressing growth and confidence in the sector. In tandem, mobile device industry stakeholders have become more cautious triggering market uncertainties. Mobile Device Market Development Operating under such a backdrop, the development of mobile device ecosystems and vendor landscapes have been impacted severely. Many of these market pressures persisted throughout 2022 and now into 2023, borne chiefly by the smartphone market. According to the latest worldwide market study by ABI Research, worldwide smartphone shipments in 2022 declined 9.6 percent Year-over-Year

Digital Talent Demand Exceeds Supply in Asia-Pac

Even the savviest CEO's desire for a digital transformation advantage has to face the global market reality -- there simply isn't enough skilled and experienced talent available to meet demand. According to the latest market study by IDC, around 60-80 percent of Asia-Pacific (AP) organizations find it "difficult" or "extremely difficult" to fill many IT roles -- including cybersecurity, software development, and data insight professionals. Major consequences of the skills shortage are increased workload on remaining digital business and IT employees, increased security risks, and loss of "hard-to-replace" critical transformation knowledge. Digital Business Talent Market Development Although big tech companies' layoffs are making headlines, they are not representative of the overall global marketplace. Ongoing difficulty to fill key practitioner vacancies is still among the top issues faced by leaders across industries. "Skills are difficul