How to become a customer-centric organization?

Capacity Europe has already finished, but you can still access the discussion panel sponsored by Enxoo. Watch our guest from Expereo, AMS-IX, Arc Solutions, Telia Carrier to learn “How modern BSS can turn your business into an agile and customer-centric organisation ready for continual transformation?“. Be sure to watch the panel teaser. 

The necessity to transform in times of constant change to optimize processes and meet customer requirements is a thought that often appeared during the expert panel discussion initiated by Enxoo as part of Capacity Europe 2020. A Covid pandemic has changed the way people think and act. How to do it faster and more effective that’s the main thing now.

Covid-19 for the organization was a bit like a cold shower, it was a wake up and a shock – said Mahesh Jaishankar, CEO Arc Solutions. Changing the system is very simple, but changing culture is hard – add Johan Malmberg, Head of IT and Engineering from Telia Carrier.

We were so lucky that we’re already on this journey for a while. We decided internally that we needed to basic optimise our systems and look at integration BSS/OSS type systems. So when Covid hit we were able to accelerate some of the networks – said Peter van Burgel, CEO, AMS-IX.

Business Support Systems and Operational Support Systems (BSS/OSS) spans the mindset of the organisation which naturally entails towards a siloed approach. However, deployed in the right way, BSS/OSS can enable a 360-degree view to improve customer service and efficiency. As the pandemic continues to dictate a newer way of working, how will BSS/OSS enable telcos to operate with greater agile working and rapidly adapt to changing demands?

So, what’s the advice for the next few years? 

There is no constant transformation if you don’t know where you are going. Look for good partners. I think that the change leads to a new environment where partnering will be even more enforcement. So you have to know what is your role in this partnering – said Artur Ostrowski, CCO of Enxoo. 

My advice is, focus on your data quality. Without that being an order you can ultimate all you want, but you are going to be fixing a lot manually, so sure that is very important. Also, be willing to try stuff out. You are probably not going to get it right the first time, so you are going to have to go through a few rounds to find the best partners and the best systems to help you – said Sander Barens, CCO Expereo. 

Capacity Europe is an annual event of the global ICT infrastructure industry, unites carrier, data centre, cloud, content, peering, SMS, and satellite communities to network, trade and learn. This year, the conference gathered 181 speakers, 61 sponsors and exhibitors, and over 4100 registered participants! Enxoo was an Associate Sponsor of this event.

Watch our coverage of the discussion ⬇️

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