By Dr Ekkehard Stadie, head of the telecom and IT practice at Simon-Kucher & Partners

The party is over. With no real innovation on the horizon, mobile phone services and fixed line broadband are reaching saturation point.

By Warwick Hill, Communications Sector Leader, IBM Global Business Services UK & Ireland.

Despite operators making huge investments to improve customer loyalty, it seems such spending is not yielding results.

IBM’s latest global telecommunications survey, launched last week, reveals that customer perception of their operator is relatively poor. Despite this, consumers do not engage with their providers about sources of dissatisfaction.

By Martin Creaner, president and CEO of TM Forum

Two years ago, everyone was talking about cloud computing or cloud services. Last year it was smart grid and e-health.

This year I think the emergence of the so-called digital economy—or services connecting traditionally offline devices and services with the online world—has become mainstream.

By Stéphane Téral, Principal Analyst, Infonetics Research

The good old circuit switched mobile voice $500-billion per year business is under attack from over-the-top (OTT) providers.

Although this has been the state of play for a while, there is no truce in sight but equally no indication that the traditional voice business is falling apart either.

By Paul Kilby, Training Consultant at the Informa Telecoms Academy

2012 really will be the year when maturing markets, data and the realities of over-the-top players impact on how operators’ strategies for the future are shaped.

New business models, built around content ecosystems and broadband services, will finally emerge and transform telcos forever. Only the most agile will fully benefit from the many opportunities for growth that are available.

By François Eloy, EVP, Colt Communication Services

Network operators that were once primarily focused on delivering voice services in a single market are now forced to enter new markets and offer solutions that integrate new technologies to generate new revenue streams.

However, no operator is able to provide telecommunications and IT services in all regions nor is able to cover the full voice, data and managed IT services portfolio alone.

By Russell Palmer, Industry Solutions Principal at BPM/CRM specialist Pegasystems.

A report last year on the IT priorities of European communications service providers by Oracle and PricewaterhouseCoopers made for interesting reading.

One of the headline assertions in the report – entitled "Rethinking IT Strategy … Can It Enable a Step Change in CSP Performance?" – was that that there would be a mass migration by telecom CIOs to commercial off-the-shelf (COTS) applications during the following 12 months because they reduce costs and simplify operations.

By Stephen Sale, Analysys Mason principal analyst.

Following regulatory clearance, France-based Groupe Iliad launched its Free Mobile service on Tuesday.

Iliad first acquired spectrum in January 2010 and has since been building out a 3G network to over 5,000 sites.

France’s regulator ARCEP audited its network in December 2011, confirming that it exceeded the minimum 25 percent population coverage stipulated in its license before it could offer the service commercially.

By Rob van den Dam,
 global telecommunications industry leader 
at the IBM Institute for Business Value.

Despite investments in loyalty and customer satisfaction programmes, the telecoms industry has not achieved its customer-related goals.

Even though they had measured high customer satisfaction (CSAT) scores, many communications service provider (CSPs) indicated they were shocked in the 1990s when they lost market share as new entrants came along. And as their market share shrank, there was no correlation between CSAT and loyalty, repurchase patterns or willingness to promote to others.

By Infonetics Research’s Stéphane Téral.

Here is some good news to weather the current deluge of gloomy headlines about Europe, the EU and the euro.

I know saying that this mess is having a minimal impact on telecoms sounds bullish, but looking at financial data and facts, the reality really does not look that bad.



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