What It Means to Have Unified Service Experience

Some CSPs have not dipped their toes into the cold reality of preparing for 5G. If you are one of them, here is a list of the minimal preparations to undertake right now.
The software-driven approach in network automation, enabled with SDN and NFV, allows CSPs to gather telemetry, analysis, and monitoring data. This data can be used for security purposes as well as allowing CSPs to have a network with intelligent fault remediation capabilities.

At the same time, CSPs can be supporting dynamic and real-time, on-demand availability for their existing products and services; supporting automated service delivery and new streams of revenue; lowering OPEX and CAPEX; and improving network security with enhanced visibility.

Owning the customer relationship is crucial

Customer experience is no longer just about retention and reducing customer churn. Now, it is also about ensuring CSPs stay relevant and are in the middle of digital service delivery and the whole digital economy. What will really matter to operators in the future is to own the customer relationship and to provide personalized digital services.

Some CSPs have not dipped their toes into the cold reality of preparing for 5G. If you are one of them, here is a list of minimal preparations to undertake right now: 

1) Implement Software Defined Networking (SDN) and Network Function Virtualization (NFV) including but not limited to real-time, on-demand provisioning and real-time network changes, improved network efficiency, latency reduction, cost reductions, faster time-to market and better testing.

2) Become experts in and implement Artificial Intelligence as well as real-time, proactive network management proactive security and automation.

3) Work with and become experts in edge computing and focus on network efficiency, cost reduction, and latency reduction in IoT readiness and edge security.

4) Work on, implement, and become experts in network slicing as well as network efficiency and cost and latency reduction for IoT readiness.

Stop the hurry up and wait

Becoming a digital service provider in the Fourth Industrial Revolution will take time. Your business, people, and processes will all need to evolve as you serve your customers. But you can’t get there if you don’t get started. The collective power of being able to figure out how to unify the various orchestration points—and enabling automation through Northbound API to the portal—is key to the future of becoming a digital service provider.

Words of advice on where to start

Just Do It. Take a lesson from Nike and jump in. These projects are large, complex, and usually intimidating, but it will break down for you once you jump in. Don’t spin on your roadmap and get stuck on planning everything perfectly. Become agile in thought and action. The plan will change anyway, so plan on change. But you must get started. You need to have buy-in and commitment from your executive stakeholders. Identify projects that you know you can deliver and that will have a visible impact to get the momentum you need. Start executing on short wins with a big vision. 

Question like a 4-year-old. Begin to ask the question; “Why?” – Question everything! Simplify every process and screen that you can. You should have two goals for all of your customer touchpoints. First, make it as simple as possible and second, if you can’t get the information on your own, then don’t ever make the customer key in anything more than once. Reduce complexity to improve the customer experience and prepare your organizations for future growth and flexibility.


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