A TM Forum Catalyst is exploring how to use AI, machine learning and big data analytics to improve business assurance and customer centricity.
Author Catherine Haslam
Catherine Haslam is an analyst with 20 years’ experience in providing insight, analysis, and consulting services to decision-makers within CSPs. Haslam joined TM Forum in October 2016 from Ovum where she specialized in third party enablement, international service evolution and wholesale strategy, and led successful strategy consulting projects on the impact of OTT on CSP revenues. As a freelance analyst and journalist, Haslam helped develop an entertainment-focused practice at analyst firm STL Partners and set up the Asia arm of the Light Reading news service. Prior to this she worked for the GSMA where she was responsible for setting the agenda for the Mobile World Congress, speech writing for and providing background research to the management team, and advising on technical initiatives. She also held senior editorial roles including Group Editor for Mobile Europe.
The customer experience paradigm centers around more customer control. But, it needs to be more than a self-service portal to the same rigid tariff plans.
IT cannot just be viewed as an inevitable cost. It is an essential enabler and most importantly, it is a revenue driver. However, few CSPs see it that way.