Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4 A Triptych in ThirdG 1.
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Transcript of Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4 A Triptych in ThirdG 1.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
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Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
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Forecasting the Future of Mobile Communications
Jacob van Kokswijk
5th Annual 3G2001
Nice, 2001 May 23nd 2
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Jacob van Kokswijk, Senior Analyst & Strategic Imagineer of Cap Gemini Ernst & Young forecasts towards a mobile as underwear in ‘The Future Of
Mobile Communications’.
45 amazing minutes of Imagineering and Forecasting
before the final bell rings.
Due to possible copyrights to distribution, the photographs and sounds in the live presentation are cutted out in this file.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Hell of the Bell
Alexander Bell made at least 1 fault: he connected an alarm bell to his phone. For hundred years people will interrupt when they hear a phone alert signal.
Or the vibration alert let people rise and run, like they need a rush to the toilet.
Please switch off your mobile phone during this presentation !
Thanks on behalves of all delegates.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
3 days with 3 g legs crossed
We passed in three days:
Key Drivers & The Market
Pricing & Billing for 3G
Investment & Finance
Services & Applications
Business Opportunities
Panels:
Creating smart 3G devices
Attractive Applications for 3G
Developing 3G Value Chain
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• 3 days with 3 g legs crossedA Triptych in ThirdG
Three days of baby-talk… Everyone is presenting here their fictive 3G success
story, even without any survived service or system. Everyone is asking for ‘proved technology’, but why
three days of presenting new equipment, solutions and service-concepts, without any ‘proved business’.
Everyone is talking about the consumer, but nobody really has a presentation where the consumer talks.
Everyone is searching for the killer application, but nobody has the guts to kill their application providers.
Everyone is looking here to each other, wishing and hoping some one else has the brilliant idea of this century.
Three days of baby-talk…
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• 3 days with 3 g legs crossedWe arrogantly thought that we
could dictate the consumers needs and necessaires
3g Market Misunderstandings:
• ‘The customer is King’. That customer is your consumer. Not you! Also the Customer wanna be like you. The Customer decides about Personalizing his Customer Relation.
• People change earlier by Accepting their Strong and Weak Points, than by Forced Seek for other Habits or other Personality.
• Safely and Trust are the Basic Needs. Convenience and Coverage are the Basic Necessaries. Feelings of unsafely paralyse.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• 3 days with 3 g legs crossedWe lost control of the
consumers and the auctions, because 3G was still technology
driven3g Mazlov Misunderstandings:
• Consumers are human and expect first Connectivity, Coverage and Care; secondly Confidence and Convergence; when those are realised,
Convenience and ‘Easy of Use’ could follow.
• Unfamiliarity with the practice reduces trust.
• Ignorance of the danger increases the anxiety.
• Human is leading, technology is bleeding
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• 3 days with 3 g legs crossedWe paid too early and too much
for a licence to exploit a technology that isn’t ready yet
Operators are crying about the high licence costs, but didn’t they show the public how good business GSM was? And which attractive niches could be brought by UMTS? Governmental auctions only reflect the exposure of the operators…
Remember:3G has not been developed for the customers needs,
but for the operators capacity shortness
3G wasn’t technology revolution, neither innovation
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Is innovation revolutionary ?
locomotive electricity ocean steamer vacuum cleaner telegraph airplane radio television atomic fusion mobile phone
Martin Martin CooperCooper
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Accident by 3 g_aps
27-03-2001
Signal operators Signal operators first tried to warn first tried to warn the driver, but the driver, but can’t find his can’t find his mobile-number. mobile-number. DelayedDelayed,, they they forced other forced other operators to stop operators to stop the other train, the other train, but misuse in but misuse in communication. communication. Cutting power to Cutting power to the line to trigger the line to trigger the emergency the emergency brakes on both brakes on both trainstrains,, failed by failed by misinterpreting misinterpreting the the network network diagrams.diagrams.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
If we can’t precure such an serious accident…
Consumers first want to be safe, healthy and accepted.
Fat applications like video and multimedia will lose out to thin, text-based applications.
Users will demand content and services that complement the primary function of their device and provide timely information, enable simple transactions, and are location-relevant.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• 3 days with 3 g legs crossed3G could be successful, but not now and in this way
Forrester predicts that successful mobile data applications will be: 1) timely; 2) simple; and 3) location-based.
Location-based services are the potential boom. Later this year, US wireless operators will begin to conform with phase 2 of the FCC's enhanced 911 initiative, which mandates increased precision in automated location identification of an emergency call from a mobile phone. Carriers that implement a networkbased solution will be required to locate 67% of 911 calls within 100 meters and 95% of calls within 300 meters. Carriers that opt for a handset-based solution must locate 67% of calls within 50 meters and 95% of calls within 150 meters. Carriers must begin selling location-enabled handsets by October 1, 2001.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Innovated Industry of Future Freakers, Trend
Trippers and Wealth Watchers
“The practice of dividing the world up into a list of trends might at first seem a little too arbitrary. Its purpose, however, is not to render life simplistic or superficial, but to establish a categorical foundation on which a greater depth of knowledge can be built.”
- John Naisbitt & Patricia Aburdene
- Megatrends 2000
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Innovated Industry of Future Freakers, Trend
Trippers and Wealth Watchers
Short term-forecasts tend to be dull and obvious, long-term forecasts provocative and unreliable". (Nigel Calder Technopolis 1969)
So… why all those forecasts, in stead of reviews to learn lessons from the past?
Is it that we like heaven more than dead?
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Innovated Industry of Future Freakiers, Trend Trippers and Wealth Watchers
Technologic Finalism
Believable future-vision is:
• Reduction of Complexity Present Innovation as simple as possible;
• Praise the Advantages to the Skies Boost all global, central, extended, extreme advantages of the new service or product.
• Techno Optimistic Talks Talk all problems away to the future.
• Dragging and Bragging Copy sheets and slides of others; Pronounce frequently Gartner, Forrester, Ovum, IDC , etc.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Innovated Industry of Future Freakiers, Trend Trippers and Wealth Watchers
Big Blind BusinessThe Business of Future-vision is:
• Conferences Commuting In a country of blind, the one-eyed is king; the others make a trip around congresses.
• Concept Competition By absence of vision on the board level, engineers are expected to present one.
• Dooming Delay Scenario’s Press the governments to decide now, to subside tomorrow and to think about later.
•Virtual Virile Voting organizations For every question a dot org ; for every standard a voting lobby mechanism.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Innovated Industry of Future Freakiers, Trend Trippers and Wealth Watchers
Forecasting or Gorecasting
To get a Forecasting based Future-vision:
• Multiply the successes, negotiate the inaccuracies Present ambitions in stead of questions.
• Blast Booming Curves Use upwards graphics, diagrams and research-results, doesn’t matter what.
• Shop and Show your ‘network’ Subscribe to all analyst’s newsgroups, and forward frequently the highlights.
• Copy and Distribute relevant publications Expectations of tomorrow are the Policies of today.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
COMMISSION OF THE EUROPEAN COMMUNITIES
The Introduction of Third Generation Mobile Communications in the EU:
State of Play and the Way Forward. Brussels, 20.3.2001
Commission recalls the great economic and societal potential that future wireless services will offer. COM(2001)141 final.
Despite the current uncertainties of the markets, it should not be forgotten that 3G is built on very strong foundations and that in the foreseeable future it is the only viable, widely supported common platform for all broadband mobile Internet applications. 3G will offer users a new quality of wireless services based on global roaming capability: personalised services, transaction services, mobile data transmission, and location-based services. For these reasons, all concerned actors need to work together to tackle outstanding issues and concerns raised by the introduction of wireless data services in the European Union. Et cetera.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
COMMISSION OF THE EUROPEAN COMMUNITIES
And what did the Commission really do?…:• Leaving the G3 auctions behind us
• Starting a Task Force for IPv6
• Saying OK to Sharing of Antenna sites / antennas
• Sharing of the not-intelligent Network-parts
• Pushing the Euro Governments to new broadband services
• Copying the US Innovation successes to own territories, like the Brussels-based Starlab
• Starting the Digital Broadcast auctions.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Evolution of mobile from 1G to 4 G
Worldwide we are still using 1G, building 2G, testing 2G+, developing basics of 3G, and also talking about 4G in 2008?
Amazing…
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
1938 – 1973 - 20011938 – 1973 – 2001
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The evolution of mobile from 1G to 4G The Battle of the Generations
1st Generation 2nd Generation Next
Generations analog cellular (single band) digital (dual-mode, dual-band)
multi-mode, multi-band: software defined radio
voice telecom only voice + data telecom
macro cell only macro / micro / pico cell
evolve services market beyond traditional telecoms: higher speed data, improved voice, multi-media mobility
outdoor coverage seamless indoor / outdoor
coverage
distinct from fixed PSTN complementary to fixed PSTN
integration with PSTN, complementary to IT offers (data networks, Internet, VPN): WINternet
re-definition of traditional public/private sector roles & responsibilities
business customer focus business + consumer total communications
subscriber: virtual personal networking
Technology Driven Service Market Driven
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The evolution of mobile from 1G to 4G The Battle of the Generations
AMPS
SS7
Intl SS7 Gateway
(ANSI SS7 to ITU SS7)
GSM 900/1800 Network
GSM 1900 Network
AMPS
ANSI-136 800/1900 Network
Multi-mode Mobile
Multi-mode Mobile
Multi-mode Mobile and/or
SIM Card
SS7
GSM / ANSI-41 IIF
May be physically consolidated
Backwards Compatible
Inter-network Roaming
Inter-system Roaming
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
GPRS as GaPRS
05/2001
Patrick Leleu (Bouygues): Due to the lack of sufficient technology, UMTS delays for 2 years.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Practice makes Perfect …
• Call back for GPRS devices in UK
• Call back for UMTS devices in UK (Is. Man)
• Call back for IMT-2000 devices in Japan
• Call back for W-CDMA1x devices in Japan
• Worldwide Headaches for Java-enabled handsets
• Struggling for UMTS start up in Korea
• Struggling with UMTS field trials in France
• Struggling with inter-network roaming in Sweden
• Delay for DoCoMo, Vodafone and many others
• None national coverage until 2005
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The evolution of mobile from 1G to 4G 3g
makes Practice Perfect ?
Still technical difficulties with: Handsets Coverage-inconvenience Network-synchronisation IP implementation Inter-network Roaming Data speed (Max. approx. 300 kB/s) Different protocols in Europe, Japan and US
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The evolution of mobile from 1G to 4G 3g as Smart Smock, 4g as Bionic Buddy
3g Devices: Toys for boys, pearls for girls… Does anyone wonder about the relation between
fashion and mobile? Look to Asians, all the same in hear, length and colored eyes,
That region is going blond, and burgundy and auburn and chestnut. Where people try to differentiate themselves… Girls now use hear dye, colored lenses and platform-shoes.
The diffusion of mobile phones should continue by following that fashion twist.
A 4G Device will be an personalized IP-version of 3G, but 100% individual owned and managed.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
4G and others are attacking the Mobile Operators
Scenarios for the Wireless Landscape around 2007 will give an overview of competing technologies for mobile data infrastructure evolution 2003-2010.
The trade-off between bandwidth and mobility & coverage will have an impact on terminals, usage patterns and market positioning.
Technologies will competing in wireless data infrastructure and this presentation will cover the different strategic models for technologies, including GSM/GPRS, 3G, W-LAN, Optical Wireless, Digital TV, All-IP, satellite and OFDM.
4g = wireless broadband IP. The built-in intelligence allows the system to simultaneous offer fixed wireless DSL, portable wireless DSL and full broadband revenue opportunities in a single base-station and management framework.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The evolution of mobile from 1G to 4G The final bell for
the Intelligent Networks 4g devise will be individual and completely independent
of propriety networks 4g has Speech-,
Handwriting- and Handicap recognition
4g devices are also game-consoles, pluriform machine-controls and operator-terminals
Intelligence moves from network to both ends: Smart Device, with all personalized adjustments Learning Portal, CRM based, with Artificial
Intelligence
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Development of Communication Providers as
next generation Service Enablers
Repositioning of e-bankse-banks, contentcontent, entertainment and service providers
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Disney
• Development of communication providers as next generation service enablers
Repositioning of e-bankse-banks, contentcontent, entertainment and
service providers
Now Money items: Costs of transactions Used Content-/ Service Micro Payments Interest Investments
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Disney
• Development of communication providers as next generation service enablers
Repositioning of e-bankse-banks, contentcontent, entertainment and
service providers
Next Money items: Transactions Licences Content Almost all Payments Interest Investments
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• Development of communication providers as next generation service enablers
Repositioning of e-bankse-banks, contentcontent, entertainment and
service providers
Future Money items: Transactions Content Priority Usage Context Location All Payments Interest Investments
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• Development of communication providers as next generation service enablers
Repositioning of e-bankse-banks, contentcontent and and entertainment to
full service communication providers
Content, Context, Location, Transaction, Communicating Services, Enabling Services,
Insurance, Congierge & Personalized Services, Brooking, Collecting, Delivery, Transport,
Billing, Micro- and Macro-payments
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Business before Pleasure
1. Try to Survive under the Load of 3g licence fees
2. Business Plans for the next Network investments
3. Delivery of adequate 3g devices for the trials
4. GPRS as useful leg up to 3g for the next 10 years
5. Site- and Network sharing to get National coverage
6. Cooperate or Fight to reach the global Top Ten
7. Marketing “refresh” to find the Customers needs
8. Do not believe in Killer App’s; trust in CRM
9. Focus to the Personal Communication Centres
10.Meets the needs of the changing world…
Hints & Kinks
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Nothing Seek, Nothing Find
Was the timing of 3G OK? What are we looking for? The Subscribing Customer !? Ultimate ubiquity and Intimate Utility Flexibility of Implemented Solutions Adequate Coverage and reach How can we reach Guaranteed Service Quality Is there better than WAP? Or… Shall we position GPRS as the 3-times faster WAP? Multi-media Messaging will follow up SMS to be the
major driver for person-to-person communications Experience gained with GPRS applications today 3G is optimised for offering services in the IP world
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• Development of communication providers as next generation service enablers
Blasting the Boarders between
telco’s, cellco’s, cableco’s & ISP’s
In future, there will be only space on earth and air for a handful Full Service Communication Providers.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Mend or End
In future, only Full Service Communication Providers will survive.
Only 10 of worlds Incumbents will survive when converged communication goes global.
More mobiles than Subscribers mean that the customer wants to switch more networks; the Italian trend of multiple SIM’s per user confirms that opinion.
In future, the device will be users individual terminal to different networks, machines and systems. Sophistic Providers will succeed. Lazy Providers will end.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• Development of communication providers as next generation service enablers
Lurkers versus Leaders
What is your Mission? Mission Control?Mission Vision?Mission Missed?
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Might is Right VHS proved that not the Best System wins, but
the most aggressive Marketing. WAP proves that simple GPRS and EDGE will lose
when the aggressive Marketing of UMTS starts.The success of i-Mode is not only the Japanese
culture of simple picture- and game loading but also the technical basement: i-Mode uses HTTP in a ‘always on’ packet switched transmission, HTML in a simple version and many Icons for operating. The disaster of WAP proves that WDP, WML and key operating aren’t customers choice.
UMTS only succeeds when it follows the customers basic needs and necessaries.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Customers Culture Shock
Volume growth, Distributed live and Just-in-time economy force a change of the users culture.
The old physical Stream-Thinking changed to new Network-transaction Thinking.
Information on one moving document changed to Information, anywhere and anytime, for anyone.
Agents, Dealers and Suppliers are upgraded from stock holders and distributors to opinion holders and consultants of knowledge intensive products.
New marketing mix of product, promotion, price, privacy and protection.
Customer databases in each enterprise will be transformed to self-tuning databases, when the customer makes his/hers profile available.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
3G’s threat to traditional banks, billers, binders and
brokers
The Boundaries between the Cellco and local Banks, Billers and Barbers change incredible when the Operator comes very nearby them, using the Location Based Services, the micro and macro Mobile Payment and Personalized Consumer Tuning.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Location Based Services
Most operators does not realize what the potential of this new service is.
Most vendors are only looking to their own propriety equipment and applications.
A large chance that – the same with SMS – others will set up this new service and the operator gets only some revenues of the airtime / traffic.
Look to the consumers behaviour: his/hers local view and interest.
Look to the link between marketing-tools, locational services and mobile payments. (see, buy and pay!)
Look also to the link between automotive-services, locational services and the residential services.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Mobile payments as revenues
Less than 10% of mobile users want mobile payment
Only young, well-educated, male technology enthusiasts
Short-term revenues (2001-2005):
• Messaging & Notification (sending images and tunes)
• Location based services
• Mobile Content payment
Middle term revenues (2005-2009):
• Personal tuning of services
• Automotive services (‘the second home’)
• mPDA services (e.g. stock-refill)
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Mobile payments as revenues
Long-term revenues (after 2008):
• Integrated Mobile lifestyle services
• Full secured Micro and macro payments
• Software downloads; remote devise management
Main reasons to accept mobile payment services:
• For high-income, career-motivated optimists (m:35jr): like timesaving technologies: extra personal time
• For low-income, career-motivated optimists (m/f:27jr): like new gadgets that resemble and impress his peers
• For entertainment-motivated optimists (SMS-users): like to add some fun to your day (and buy more)
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Free mobile…
How can you expect that a consumer do pay for a new mobile?
Getting one (by subsidy) gives many profits: it’s a new, latest model; it’s for free, and it has a new number (so it leaves spam behind you).
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Next Gen Bonus Benefits
We learned our Kids to continuous collect bonuses and items in your inventory as much as you can.
Is it unusual that they
now collect the same
mobile offers ?
Want next gen ?
Think next gen !
1980
2000
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Trying too to tug together ?
Network (QoS)
Billing factory
Customer Care
Content integrators
Service development
Marketing
Etc.
Discovering a new world is not the same as backpacking your house, family and friends.
Is there any mobile operator who designed m-services themselves?
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Enterpreneur or Entrepreneur
Mobile Operators should Host all regular processes, Collect all data and Concentrate on m-Business.
Are you an Entrepreneur, or are you doing m-business by pressing the ‘ENTER’ key?
Use the strategic information of your network and backoffice, like traffic, usage, payment, location, et cetera, to design and (let) develop new services, to follow the market.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Share, Shame or Shape a Bank?
Operators start already with partnering for: SMS-services Antenna (site- and antenna-sharing) Networks (only the non-intelligent equipment) Security Location based services
Mobile PaymentsAre you joining colleague operators in buying your e-Bank ?, … Is one of the Banks your next Partner ?, or do you shame your Bank for the transaction fees ?
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Tit for Tat See the boarders
between banks, e-banks, i-banks, cellco’s and venture capitalists
Banks will only survive with e-/ i-transactions
Cellco’s will only survive with forward loans and investments of the banks.
Take your part !!
Micropayments <10 Euro
Macropayments>10<1000Forwardpayme
nts
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
No Pay, No Play ?
A Customer wants playing before paying, at least paying during playing
Cellco, service provider and content-holder want paying before playing
Customers Loyalty is generated by good contact and fulfilment of needs and let the customer feeling safe in the environment
Investments in the Customers Relation will be honored by trust in the relation.
Investments in Customer Relation Building will be honored by capital venturist’s trust.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Do anyone know the consumer ?
The customer knows you.
He or she is looking for a relationship… like a consistent and familiar place, with a simple and intuitive control of all personalized services, tailored to him or her.
Know your customer as your consumer:
Be straightforward, honest, dynamic, simple and refreshing. So your customer could trust you!
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Hour of Power
Mobile information needs are based on Mazlov’s fundamentals of fulfilment of needs and feeling safe in the environment of – Family and friends – Community, clubs and tribes– Employment
Mobile information needs are inextricable bound with the context of– Location– Event/moment– Personal needs
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Look before You LeapMobile information basic needs are life
services, such as
– automatic updated personal directory
– voice controlled scheduler
– actual traffic & transport information
– headlines of financial and banking info
– sports & lifestyle
– news, weather & public scandals
– entertainment, managed by the user
– shame & blame
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Show the company team spirit to the consumers
Every year a take-over, fusion, rebranding et cetera does not give good feelings to the consumers. They think they pay for that corporate rubbish.
At least they will expect that again and again labours will be fired and executives will become rich by getting options.
Be a strong team. Show that team. Like A-TEAM. Customer Care is only 100% OK when none of the
subscribers complains about the bill anymore. And if you are a CEO… handle your company as
your child.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Examining the Cummy Cutters and Tummy Tuckers
Handle a company as your child. Reorganisation and Redesign of enterprises are
mostly arranged and leaded by cost cutters, using a sharp knife or slicer to cut out all exorbitant costs.
Most of the cutters don’t have any feeling for the cultural basement of an enterprise, and leave the wounded company with a gash behind. The best employees are gone, the lessers are demotivated.
After that process a tycoon is hunted to get the bloody organization on track in the right direction.
Tummy tucking will be Better for the Restart of a company, because only the extra fat is cutted-out. After the operation the wound is invisible stitched and the employees could be proud on their new face and image.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
New Bricks, Old Clicks A Cumulating Cutter won’t look to integration with
multimedia and broadcast, unless that is cheaper. A Tummy Tucker will see that future as a Redesign of the company.
Messages, Notifications, Targetgroup Broadcasting, Audio- and Video-on-demand, Personalized Data, Software downloading, … all new services, but from different backgrounds and disciplines.
Still, 85% of all traffic is voice. Mobile operators does not have any experience with interactive television, live radio or multi-played games.
Implementation of Television and Internet is a difficult task. Video on demand is out of scope, caused by a lack of standards and bandwidth.
Who wants to decide about one standard out of HAVi, UPnP, DVB-MHP, OSGI or Open TV?
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Tricky Terminals contra Nasty Networks
Till better times, be clear about congestion. Devices are getting smarter in their user-
interface, but stay dummy as Network-Terminal.They simulate being smart in connecting too, but aren’t. That’s tricky for users imagination and mobile’s goodwill.
Mobile and “passed” Fixed Networks are getting more and more heavily used, are sometimes bad managed and have a lot of connection failures. Be clear about that. Use bonuses for avoiding the rush hours.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Customers Expectations and Customers Loyalty
Understand, promise, deliver and care
Living and merchandizing in a world of (r)evolution
Some figures…
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Customers Expectations and Customers Loyalty
Age / % of expectations in mobile technology
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Customers Expectations and Customers Loyalty
Short time Market view: Customers Attention to 3G
To early launching is waste of money.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Made by Vendors
To be or not to be ?… that’s no question for marketers
Finally β Developed by Researchers
Made by Vendors
Expected by Consumers
Innovation / pilot
Time
Expec Expec tation tation pushpush
Range of Range of lesser ac- lesser ac- ceptanceceptance
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Loyalty Building Process Incorporates Behaviors And
Attitudes
Loya
lty in
crea
ses
Banner ad promptsa visit
Customer feels otherswould benefit from a similarlypositive experience
Increased use of the siteleads to personalization, making it harder to defect
Customer believes thatthe product will be deliveredin a timely fashion
Customer values relationshipso much that she ignores
competitors’ better prices
Well-designed site createsa positive experienceVisit
Willingness tobe inconvenienced
Refer
Personalinvestment
Act
Trust
Behaviors and attitudes reinforce each other to grow loyalty
Source: Forrester
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Loyalty Building Process Incorporates Behaviors And Attitudes
Visit:Customer returns to a company’s store or site
Act:Customer does something at the company’s store or site
Refer:Customer advocates a company
Trust:Customer places confidencein a company
Willingness to beinconvenienced:Customer pays or goes outof way to use the company
Personal investment:Customer integrates company into her life
• Comes back to shop again• Accesses company through multiple channels
• Purchases• Registers • Signs up for emails • Personalizes the site• Tells others• Forwards content or suggests purchases via email
• Believes in company• Feels transactions areprotected
• Feels connected to company• Prefers company tocompetitors
• Would drive farther or pay more to use company
Examples
• Track repeat visits and click-throughs with cookies or tools like WebTrends
• Track purchases with CRM tools• In lieu of CRM, use “virtual points” by Netcentives to track online behavior
• Track referrals with viral marketing software from Kefta or recommendations with
Epinions
Offline tools:• Attitudes measured primarilyoffline with recall andsatisfaction studies
Online tools:• Administer electronic surveys from Satmetrix• Conduct recall studies withDoubleClick’s Diameter service
to measure brand affinity andsatisfaction
RecommendationsIndicators
Behaviors and attitudes indicate loyalty
Source: Forrester
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Promotions Tools Help Change Behaviors And Attitudes
Sweepstakes
Coupons
Inspire nonpurchase behaviors like registration, referrals, and using morecontent
Provide incentivesfor more expensive orcross-channel purchases
Discounts
Membershipprograms
Rewards for purchaseand nonpurchase behavior
Encouragesincremental purchases
Promotion Behaviors andattitudes influenced
Vendors
Source: Forrester
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Loyalty Data Helps Prospect, Retain, And Win Back
Customers
Customer data
Prospect marketing Retention marketing Win-back efforts
Encourage key behaviorsto build a base for the loyalty process
Identify and addresswarning signs early
Highlight key productand service offerings
What behaviors andattitudes did more-loyalcustomers exhibit as
prospects?
(e.g., registration with complimentary retailers)
What behaviors andattitudes did defectorsexhibit before they left?
(e.g., decrease in frequencyof site visits)
When customers come back, what behaviors
and attitudes do they develop again?
(e.g., first time back, they check return policies)
Source: Forrester
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The evolution of the communications market beyond the introduction of 3G
Mazlov’s Marketing
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Societies develop when people reach a particular high level in Maslow's hierarchy. Once people meet their physiological needs and they feel safe, they begin to develop a culture and advanced civilization. Then they are open to handy services.
Self-actualization is no fame or fortune. Wealthy, honoured, or celebrated people might reach self-actualization, but most people who have reached highest level of happiness are unknown beyond their circle of family, friends & community.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Coverage, Connectivity, Customer Service
Convenience & Confidence
Convergence
Ease of Use
Free
Lo
ve S
afe
ty
The Battle between Technology, Marketing and Reality
Sel
f
Act
ua-
liza
tion
Este
emPhysi
olo
gic
al base
Maslow
communitcommunityy
MAR
KETI
NG
PUSH
MAR
KETI
NG
PUSH
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Coverage, Connectivity, Customer Service
Convenience & Confidence
Convergence
Ease of Use
Free
Lo
ve S
afe
ty
2005
2001
2010
Any time implantate
Sel
f
Act
ua-
liza
tion
Este
emPhysi
olo
gic
al base
Maslow
The Battle between Technology, Marketing and Reality
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Coverage, Connectivity, Customer Service
Convenience & Confidence
Convergence
Ease of Use
Free
Ignori
ng
Wit
hdra
wal
The Battle between Technology, Marketing and Reality
2005
2001
2010
Any time implantate
Ego-
trip
pin
g
Shifting
Regre
ssio
n
Kokswijk
The fall into ignoring
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Coverage, Connectivity, Customer Service
Convenience & Confidence
Convergence
Ease of Use
Free
The Battle between Technology, Marketing and Reality
2005
2001
2010
Any time implantate Any where, Any way
Psychiological Basic Needs
Safety
Love
Esteem
Selfactualisation
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
TRENDs: High End mobile users like services to handle ‘things I hate to do’ and to help with ‘things I always do wrong’. Early Adopters like services to tune on ‘things I like’ and to handle ‘things I do’nt like to do now’.
4 trendy targetgroups to better tryout smart 4 trendy targetgroups to better tryout smart learning personalizing services:learning personalizing services:
• Clever Kids to swab ‘my own fone’
• Happy Hub for clubs & communities,for sports fanatics & tribes
• Seeking Seniors as Grazing Grannies
• Bionic Buddy for the Towing Teeners
.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The evolution of the communications market beyond the introduction of 3G
3g’s Gambling Gadget Gun
Don’t launch unproved technology to early…
DoCoMo’s slogan “The Future is Now” is now accepted by the Japanese like one of NTT’s gadgets…
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
3g’s Gambling Gadget Gun
In the rush to find a killer app, almost every creative starts a content company.
In the uncertainty to run a mobile operator in these bad times, almost every manager starts and stops et cetera new initiatives.
Gadgets are OK, but providing games and gadgets have to be embedded in your business process and network, to be successful in a continuous changing world.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The evolution of the communications market beyond the introduction of 3GThe threat of the
Digital Broadcasters After Eutelsat and SES/Astra, the new Digital Broadcast Ter. Satellites are soon licensed to provide Europe a converge of multicasting, multimedia and telecom.Nokia’s mediascreen, GSM uplink; 5 mB DVBT
downlink
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Next year in many European countries the licences for Terrestrial Digital Audio (TDAB) and Video (DVB-T) Broadcasting are provided by mostly a beauty contest.
With an upstream by e.g. GSM, free channels could be used for a 5 mB downstream of cartographic maps, live music, movies and games (with 3d-images).
Nationwide coverage has already to be build for broadcast purposes and is 20% of the costs of an UMTS network.
Why should a consumer waits for 3G ?
The threat of the Digital Broadcasters
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
DVB-T is Always On, high power, downstream 5 – 31 mB A sub-service of the Broadcast Companies Licensed by beauty contests in most countries Internet access via TV antenna for fixed and mobile Simple to realize and more efficient than UMTS Excellent and fast distribution of large files Supplementary to GSM and GPRS Much faster to set up a Euro nation wide coverage Not suitable for synchronized voice communication The End of the Single Service Mobile Providers.
The threat of the Digital Broadcasters
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Future of Mobile Communications Operation Match for the
Operating Systems
To avoid crashes and reboots, focus on the better operating systems. Match them. At least, try to get one platform to manage.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• The Future of Mobile Communications Operation Match for the
Operating SystemsSolaris passes for really professional use Microsoft's component based NT/Win2K.
Linux gives management problems with all those .rpm’s AND a slow file system.
Challenges grow for Wind-river systems (VxWorks), especially for embedded integrators.
Sun’s Java has good tools to develop, like a perfect memory leak detector and access checker, but the develop tools are too expensive to expanse this OS to a common platform.
For PDA’s a continuing fight exist between MS Windows CE, Epoc and Palm’s OS.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Achieving real convergence through designing a multi-
sense portal for 3G operators and service providers
The evolution of the mobile PDA’s
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• Achieving real convergence through designing a multi-sense portal for
3G operators and service providersReturn of the Pick Panther,
(r)evolution in network design
prepaid
prepaid
postpaid
Networks, fixed, wireless, others
Portals ContentCash-/
coffeemachine Game-console, Secure Operator-terminal e.g.
prepaid
fixed
cable
Individual owned
Portals Content
mPDA postpaid
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• Achieving real convergence through designing a multi-sense portal for
3G operators and service providersSwoop Separate Senses
Marketing shouts:
“Accessibility of Anyplace, Anytime to Everything.”
and
“Spontaneous Use and Low Barrier to Entry of Global, Wireless, Interoperable, Broadband Networks.”
That is not so easy made as you think….
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
THINGS TO THINK ABOUT
Accessibility Anyplace, Anytime to Everything.
Spontaneous Use and Low Barrier to Entry of Global, Wireless, Interoperable, Broadband Networks.
Connected Process Design Multi-protocol Integration Multi-terminal Integration Multi-sense Integration Chained security Integrate & Operate Exchanges Assimilation to open software, like Java
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
THINGS TO THINK ABOUT
Accessibility Anyplace, Anytime to Everything.
Spontaneous Use and Low Barrier to Entry of Global, Wireless, Interoperable, Broadband Networks.
Local Privacy rules and habits Global means not uniform, neither unisex Adapting to cultures, habits, languages and
currencies Confirmation to local rules, standards, measures
and laws Adjusting to communities and human trends Fit easily to sexes, ages and regular handicaps Fine-tuning to individual needs and preferences
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Accessibility Anyplace, Anytime to Everything.
Spontaneous Use and Low Barrier to Entry of Global, Wireless, Interoperable, Broadband Networks.
The multi-terminal environment requires a constant re-purposing of applicationsand content
The end-user experience must be integral: a personalized and centralized data and transaction environment that can be accessed from any device
The end-user experience must be integral: a personalized and centralized data and transaction environment that can be accessed from any device
Wireline
Wireless
XML
Stylesheet
Business Logic PresentationData
The multi-terminal environment requires a constant re-purposing of applications and content
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• Achieving real convergence through designing a multi-sense portal for
3G operators and service providersConvergence as Cash Cow
Mobile Makes Your Live Easy
Think about convergence as service…
Such as directory services, presentation of caller’s name in display, in stead of nr.
Et cetera
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Icons! No Names or Numbers
Human learned tones and icones first; Navigating is easier with names than by
numbers; ICANN: mobile-name = number-rows; Forrester: each time pressing a key to a
service will halve the number of users; Converge-Portals like Bango.net will be
temporary; Gartner: mPDA’s will soon organize the users connections and supply the URL directory function.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Towards the mobile as underwear... The Future of
Mobile Communications
There is lot of new technology, some of them are really scaring…
But remind that the consumer expects safety and security first. Customer Care as second.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Dear or Fear
By combining EMG and EEG-brain signals, one day we might attain something similar to silent speech recognition.
Neuro electric technology uses, might include control of advanced robotic manipulators and exoskeletons, enabling silent speech "synthetic telepathy" with machines. Using the same powerful pattern recognition techniques to include brain signals.
see demo on www.nasa.gov/
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Speak or Leak
Voice Portals are slown down. The human voice as browser has not been attractive enough to realize a separate world of Voice Portals. Best chances for Nuance (by Marketing) and Philips (by Technology).
Voice recognition technology is still developed and getting better. Next generations also integrate grammar- and summarizing techniques.
Handwriting recognition techniques are developed also continuously, e.g. at Samsung, Sony and in Scandinavian lab’s.
Iris and Fingerprint verification technology booms in Japan, US and Europe, to be the winner in the Security Race for UMTS and Safe Internet.
In 2013 a Robot will achieve the same number of neurons at a human being.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Tricks and Trends
Hobby hopping is a new consumers trend. You need to understand those trends. It’s entertainment, like adventure games. Also the same with new messaging… All those hypes could only be profitable for
the mobile operators, if they: - open their networks at maximum for young
entrepreneurs against a profit-percentage;Or - change their organisation and processes
dramatically to be able to follow the market
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
• Towards the mobile as underwear... The Future of Mobile Communications
The Bionic Buddy as Universal Human-Machine Interface
mobile
fixed
cable
Individual ownedIndividual owned mPDAmPDA
Portals Content
Personal Default Tuning and Security box Terminal to operate machines, PC’s, etc. Console for games and Entertainment
Residential Automotive
CombinationOf Bluetooth,Wireless LAN and GPRS
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
All Humans are Different
So… all Mobile Consumers are So… all Mobile Consumers are differentdifferent !
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Last Lesson
You promised the consumer ‘anytime, anywhere, anyway, anyhow’ et cetera.
But you can’t deliver that for years!
Say Sorry to the Customer.
And make on G2+ all other features you promised too. You can enhance those when –
in about 4 to 5 years – G3 is ready.
In the mean time, listen to consumer, get some confidence, and the next time you
deliver what you promise.
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Cap Gemini Ernst & Young is a leading consulting and IT
services companyOur credentialsOur credentials
Around 60,000 specialized people
Full local capability with global reach
Account-centric organization Sector know-how From strategy to outsourcing Integrated offerings
Around 60,000 specialized people
Full local capability with global reach
Account-centric organization Sector know-how From strategy to outsourcing Integrated offerings
Our differencesOur differences
A truly multicultural group
Our thinking is not dominated by a single country (or continent) perspective
We equally master strategy AND technology
Both are needed to win in the network economy
Single-minded focus on delivery
OTACE - On Time and Above Client Expectations
Only published delivery track record
A truly multicultural group
Our thinking is not dominated by a single country (or continent) perspective
We equally master strategy AND technology
Both are needed to win in the network economy
Single-minded focus on delivery
OTACE - On Time and Above Client Expectations
Only published delivery track record
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Cap Gemini Ernst & Young delivers a complete and integrated
set of servicesStrategy
Consulting
BusinessSolutions
Consulting Technology Operate
Application MgtInfrastructure MgtBus. Process Mgt
Tech Consulting
Advanced Development &
Integration
Strategy & Transformation
Customer Relationship Management
Supply Chain Management
Support Services
Extended Enterprise Applications/ERP
Network Integration Solutions
B2B Marketplaces, DareStep (User-Centered Solutions), m-Commerce
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Cisco joint venture enhance our ability to provide end-to-end client solutions
TELECOMMEDIA
NETWORKS
7,000 systems integration and management
consulting experts worldwide focused on
communications consulting & integration
Americas
Asia Pacific
Benelux
Germany
Nordic
UK
France
S. Europe
En
erg
y &
Uti
liti
es
Fia
nc
ial
Se
rvic
es
Lif
e S
cie
nc
es
& C
he
mic
als
Ma
nu
fac
turi
ng
Hig
h T
ec
h &
T
ran
sp
ort
Co
ns
um
er
Po
rdu
cts
, re
tail
& D
istr
ibu
tio
n
Hig
h G
row
th B
us
ine
ss
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Leadership PositionLeadership Position
The E&Y merger makes us one of the world’s largest business consulting and systems integrators for communications
Globa reach, with over thirty locations in the US, Europe, and Asia
Revenues (2000) approaching 1.4 billion euros
Over 30% growth annually over past 5 years
Dedicated pre-packaged solutions
Almost 7,000 dedicated systems integration and management consultants
The E&Y merger makes us one of the world’s largest business consulting and systems integrators for communications
Globa reach, with over thirty locations in the US, Europe, and Asia
Revenues (2000) approaching 1.4 billion euros
Over 30% growth annually over past 5 years
Dedicated pre-packaged solutions
Almost 7,000 dedicated systems integration and management consultants
Long-term Commitment to the IndustryLong-term Commitment to the Industry
30-year track record in the communications industry
Serving 80% of the world’s top fifty communications companies
Over 2,400 projects delivered worldwide to wireline, wireless, ISPs, IXCs, and broadcast operators
Nine R&D and innovation labs (Atherton, Boston, Dallas, Paris, London, Munich, Singapore, and Utrecht).
Broad portfolio of partners
30-year track record in the communications industry
Serving 80% of the world’s top fifty communications companies
Over 2,400 projects delivered worldwide to wireline, wireless, ISPs, IXCs, and broadcast operators
Nine R&D and innovation labs (Atherton, Boston, Dallas, Paris, London, Munich, Singapore, and Utrecht).
Broad portfolio of partners
TELECOM MEDIA NETWORKS (TMN) is an established global leader
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
TELECOM MEDIA NETWORKS combines geographical reach with
capabilities breadth
StrategicBusiness
Consulting
StrategicBusiness
Consulting
AMERICASAMERICAS CENTRALEUROPE
CENTRALEUROPE
ASIAPACIFIC ASIA
PACIFIC BENELUXBENELUX
FRANCE FRANCE UK UK NORDIC NORDIC SOUTHEUROPESOUTH
EUROPE
NetworkInfra-
structureSolutions
NetworkInfra-
structureSolutions
TMNTMN
GlobalBusiness
Development
GlobalBusiness
Development
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Our Specialty Services Lines serves all content and transport
players process and systems areas
ContentContent Digital
Content Management
Digital Content
Management eServices eServices Operation
Support
Operation Support
Billing & Customer Admin.
Billing & Customer Admin.
Customer Relationship Management
Customer Relationship Management
CustomersCustomers
Production Edition Storage Distribution Rights
Management
Portals Content
aggregation Interactive
services Directories Messaging
Service fulfillment
Service Assurance
Pricing Collection Rating Invoicing Payment
Contact centers
One-to-one marketing
Self care
Network Infrastructure
Network Infrastructure
Design Build Operate
3G Mobile
Broadband
Media
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
Solution Sets are the go-to-market components of the Service
LinesSTRATEGYSTRATEGY CRMCRM BILLINGBILLING OSSOSS E-SERVICESE-SERVICES DIGITAL
CONTENT
DIGITAL CONTENT
NETWORKING & OPERATIONS
NETWORKING & OPERATIONS
NETWORK GAP ANLAYSIS
NOCIN-A-BOX
METASOLVIMPLEMENT.
Example of Solutions
WAP/GPRS BILLING.
TELCO-IN-A-BOX
ADVANCED CALL CENTRE
SELF-CARE
CLEC LAUNCH
KENAN-CLARIFY BSS
IPVPN MGT
xDSL MGT
BROADBAND CABLE MGT
GPRS/UMTSMGT
UNIFIED COMMUNICATIONS
PORTAL-TO-GO IMPLEMNT.
3G STRATEGY3G LAUNCH
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
The Alliance portfolio encompasses major application areas
Services& Products
OperationsSupport
Customer Services
ServiceActivation
ProvisioningService
Management NetworkSurveillance
Interconnect
Wholesale
HumanResources
ITManagement
Service Quality
CustomerRelationshipManagement
Enterprise
On-lineInformation
Services
Fraud
CustomerAcquisition
CustomerRetention
Billing Product Catalog
Business Intelligence
Billing Data Collection
Networks
Billing &CustomerAdmin.
Customers
Customer Communication Interface
Accounting
EnhancedVoice/DataServices
Sales
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
WIRELESS
ISPMEDIA
WIRELINE
We serve 80% of the top 50 telecoms and media players world-
wide
Nice 3G2001 – 23-05-01 / Mobile Future / JvK – sba4
No m-system without integrators
No e-business without strategics
No i-forecasting without analysts
No m-system without integrators
No e-business without strategics
No c-vision without imagineersNo i-forecasting without analysts
No c-vision without imagineers