Andrew Fruhling

As we all learn to adjust to the new normal, many of us are becoming even more dependent on software. Software is responsible for bringing us our news, our entertainment, our meetings, our social interactions, our groceries, and much more. As a society, we are becoming more and more dependent on software for our personal lives and our businesses. Whether they realize it or not, most companies rely on software for their very survival. If your software development teams are failing to deliver… Show more

As we all learn to adjust to the new normal, many of us are becoming even more dependent on software. Software is responsible for bringing us our news, our entertainment, our meetings, our social interactions, our groceries, and much more. As a society, we are becoming more and more dependent on software for our personal lives and our businesses. Whether they realize it or not, most companies rely on software for their very survival. If your software development teams are failing to deliver, how can your company succeed? These three simple steps: clearly defining requirements upfront, outlining guidelines for how to handle unmet requirements before they happen, and ensuring you have regular and accurate communications throughout the process can ensure you deliver software more like Amazon delivers packages. Show less

The best customer care is proactive where possible, solving the issue before the customer is even aware. And where that isn’t possible, reactive care should be timely, precise and successfully solve the customer’s problem as conveniently as possible. Self-care is emerging as the fastest and most convenient approach for a wide variety of customer issues.

If service providers are going to provide better digital experiences than their over-the-top (OTT) digital service competitors, they are… Show more

The best customer care is proactive where possible, solving the issue before the customer is even aware. And where that isn’t possible, reactive care should be timely, precise and successfully solve the customer’s problem as conveniently as possible. Self-care is emerging as the fastest and most convenient approach for a wide variety of customer issues.

If service providers are going to provide better digital experiences than their over-the-top (OTT) digital service competitors, they are going to have to improve customer care for reactive, self-care and, where possible, proactive care. Recent changes in AI-driven conversational interfaces suggest new directions for automating customer care on all of these fronts. Show less

This will be nothing short of a reinvention in the way CSPs traditionally service and interact with their customers, and the year ahead will be a critical turning point. If not, CSPs will be unable to catch up or keep up with the digital champions who are rapidly capturing the growth potential of the digital mobile lifestyle. From webscale giants like Google, Amazon and Facebook that are becoming the dominant content and technology platforms, to the array of start-ups and over-the-top (OTT)… Show more

This will be nothing short of a reinvention in the way CSPs traditionally service and interact with their customers, and the year ahead will be a critical turning point. If not, CSPs will be unable to catch up or keep up with the digital champions who are rapidly capturing the growth potential of the digital mobile lifestyle. From webscale giants like Google, Amazon and Facebook that are becoming the dominant content and technology platforms, to the array of start-ups and over-the-top (OTT) providers delivering content and services on top of the network, digital players are becoming digital winners.

Unless CSPs adopt new ways to connect people, experiences and data and then take instant action, they will falter and risk becoming bit-pipe businesses with limited opportunities for growth, or at worst, become irrelevant to most consumers. Show less