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Data Protection in the balance – EU Citizen Protection and Innovation

In the wake of the European Parliament elections, stakeholders and commentators have been reflecting on the likely impact on important dossiers they follow.  On data protection, we are pleased to welcome the reelection of the rapporteur, Jean-Philipp Albrecht, as well as key players Axel Voss and Timothy Kirkhope.  At the same time, we are sad to see Dimitrios Droutsas, Alexander Alvaro and Baroness Ludford leave the Parliament.

As the Parliament looks to organize itself following the election, work proceeds at full speed in the Council.  On Thursday and Friday this week, Justice and Home Affairs Ministers meet at the JHA Council to discuss the draft Data Protection Regulation.  Important topics on the table include the one-stop shop mechanism, international data transfer, profiling and the relationship between the data controller and processor.  All of these are essential issues to get right if we want to have a world-class framework that protects citizens and enables innovation.  In the video below, please see my perspective on the key issues in the draft Regulation.

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Agility – A service provider’s Secret Weapon

Tom_Davies_PassportWritten by Tom Davies, Technical Solutions Architect

The world can be a tough place for a service provider in today’s marketplace. Revenue per customer is declining and margins are shrinking. Over-the-top players are delivering services at an ever increasing pace and systems integrators are positioning themselves as end-to-end providers of complex services. It is a potent mix that is negatively affecting the top line growth of many providers.

From discussing these key business issues with numerous service providers, the desire and will to offer new and innovative services on cutting edge technology cannot be doubted. Unfortunately, service providers have large legacy networks to consider, with a multitude of Element Management Systems, Network Management Systems and Operational Support System stacks, which tend to be customised to manage the specific networks and the services that reside on them. These stacks can present a bottleneck to offering new services and adopting new and disruptive technologies in terms of time to market, capital cost and the operational expenditure to deploy and manage them.

Service providers find themselves with reduced top line growth opportunity and stifled capability Read More »

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Delivering More Personalized Customer Service

At Cisco Live, Hans Hwang, VP of Cisco Advanced Services spoke with Todd Walthall, Vice President, Digital Servicing Integration from American Express about how they are taking their customer service to the next level. By partnering with Cisco, American Express is piloting video chat capabilities in their American Express iPad application. With a push of a video icon button on an iPad, a video window appears, and a customer connects directly to a customer service representative to receive concierge service.

AmEx at Cisco Live 3c

Seeing this demo reminded me of a recent session I had the opportunity to attend where Rob Honts from Accenture presented on customer retention and loyalty, which is part of their annual Global Consumer Pulse Research survey. One of the key findings that Rob highlighted from the survey is that the number one reason customers stay with and switch their service provider is due to customer service. Not convenience. Not product.  Dare, I say it? Not brand. But customer service. Read More »

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802.11ac: That’s the Answer. What’s the question?

Everybody’s talking about 802.11ac, but we’ve sensed some confusion for next steps as far as how CIO’s and IT organizations should be approaching the new standard.

3700internal2Should I move to 802.11ac?

You’re probably thinking: Chris, you’re a leader at Cisco, of course you want me to migrate to 802.11ac. That, my friends, is where you are wrong. There is no simple answer to the question of whether you should move your network to 802.11ac. Here’s my simple rule of thumb:

There is no premium for 802.11ac from Cisco. If you are deploying new Access Points’s today, you should be buying 802.11ac. If you’re not buying, you are probably satisfied with your network and how it will handle the growth of more and more clients associating with your network and the bandwidth demands that come with that client demand. If you feel you have a plan to handle this demand, then you are one of the few that can pass on 802.11ac.

That said, there is a strong ramp up for Cisco 802.11ac products in the market, the AP3700 is the fastest ramping access point in our history and we have yet to see if the AP2700 will claim that crown in the coming months. ABI Research estimates that currently 50% of new device introductions are 802.11ac enabled, a statistic expected to increase to 75% by the end of 2015.  This is enough proof of the overwhelming interest in adding the benefits of 11ac to networks. Let’s take a step back and consider the basics of why people are moving to the new standard.

Why .11ac?

Today, everything is about getting what we want, when we want it. Instant gratification. It’s not just the millennials—we’ve all been conditioned to expect things within seconds. Could you imagine the days pre-Internet if you had the capability for on-demand movies? Read More »

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How Will Mobile Operators Make Money in the Future?

The mobile market continues to evolve at a blindingly fast pace. It seems as though new faster, sleeker, and more powerful mobile devices are launched every day. And new categories of mobile devices are created almost overnight. The number of applications available to run on these revolutionary new mobile devices is staggering, numbering in the millions. The insatiable demand for mobile devices and new bandwidth-hungry applications is generating enormous amounts of mobile data. The Cisco Visual Networking Index™ (Cisco VNI™) predicts that these trends will cause global mobile data traffic to increase 11-fold from 2013 to 2018, surpassing 15 exabytes per month by 2018.

In spite of this phenomenal growth and insatiable consumer demand, many MNOs are struggling to profit from this mobile gold rush. Mobile operators are watching as their average revenue per customer (ARPU) flattens or declines. Despite increasing customer appetite for mobile data, minutes of use in their cash-cow voice business are falling off sharply, and usage of text messaging is peaking. In fact, Ovum predicts that 2018 will mark the first year of revenue contraction in the history of the global mobile market. Following four years of less than 1 percent growth between 2012 and 2017, revenues will decline by 1 percent in 2018, ending the year $7.8 billion lower than in 2017.

This mobile paradox -- huge growth and customer demand, yet Read More »

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