© 2017 TM Forum | 1

Searching for Digital IdentityLiberty Global’s Transformation Journey

Henry MinogueDirector, Consumer Transformation

Liberty Global

Gemini WaghmareCEO

UXP Systems

© 2017 TM Forum | 2

About Liberty Global

▪ World's largest international TV and broadband company

▪ Leading operator in Europe

▪ Established player in Latin America and the Caribbean

▪ Revenue: $20.0 billion

▪ Employees: 45,000

▪ 50.1M homes passed

▪ 25M customers

▪ 50.2M RGUs (video, internet, and voice)

▪ 10.3M mobile subscribers, 5M WiFi access points

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The Transformation Imperative

As customers use more

over-the-top services, they

expect the same agility in our

ability to evolve the user and

service experience

TRANSFORMED

SERVICE AGILITY

Service fulfilment must move

from physical to digital,

seamless across every

channel and service

interaction

DIGITAL ENGAGEMENT

& OMNI CHANNEL

Elevated capabilities based on

data capture, user context,

intelligence and analytics; new

business and service monetization

models

INTERNET CLASS

DIGITAL CAPABILITIES

Cable’s industrial back office systems

to support the network drive significant

cost and complexity. New; capabilities

needed to diversify offerings in digital

service domains

GO BEYOND THE PIPE

TOWARDS DIGITAL SERVICES

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The Challenges

Telecom Speed vs. Internet Speed

• Waterfall development for legacy systems

• Vendors have difficulty adapting to new world

• Processes and culture slow to change

1

2

3

Constraints on Digital Transformation

Monolithic Systems

• Systems of record aging and customized

• Developed for a different paradigm

• Vendor lock-in or low knowledge base

Regional Considerations

• Separate BSS/OSS in most regions

• Varying vendor and architecture combinations

• Common requirements with regional nuances

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Moving to Internet Speed

Our Approach

Engage with

vendors on an

Agile approach

We have adopted a bi-modal IT approach to achieve agility and de-couple ourselves from legacy constraints

Focus on

incremental

capabilities

Take legacy

systems off the

critical path

Bring systems

to a minimum

standard

Accept instances

where programs

diverge from vision

1

Clearly articulate

the vision of the

company in 5 years

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DATA HUB & ENTERPRISE CUSTOMER MODELLING

Our Approach

Innovating Above Monolithic Systems2

We are implementing a Digital BSS to overlay our legacy BSS

USER

INTERFACE

USER

EXPERIENCE

3RD

PARTIES

DIGITAL IDENTITY

& USER PERSONALIZATION

PRODUCT

CATALOG

CONTEXTUAL

CRM

CONTEXTUAL

MARKETING

DATA &

INTELLIGENCE

LEGACY

CRM

BILLING

& RATING

ORDERING

& OSS

ANCILLARY

SYSTEMS

Omnichannel Experience Layer

• Reusable building blocks

• Define the digital experience

• Extensible to third parties

Digital Identity as the Engagement Paradigm

• Shift from customer to digital user

• Implement user lifecycle management above CRM

• Microservice architecture across any channel/service

Omnichannel Enablers

• Drive intelligence into the digital experience

• Reusable components; dedicated functions

• Easy to plug in and replace if required

THE LINE

everything above the line is the “Intelligent Digital Platform”

Legacy IT Systems

• Core telco capabilities (network & facilities based)

• Isolation, abstraction and exposure

• Fortification & replacement when necessary

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Leveraging a Common Platform, Supporting Regional Constraints

Our Approach

Our Pan European Core as a Multi-tenant Intelligent Digital BSS

Country Onboarding• Brings digital functionality to countries as a full solution

• UI, configuration and integration in each country

• Leverages Pan European abstraction layer for integration

Comprehensive Solution• 90% common processes across all LGI countries

• Enabling unified user journeys and processes across LGI

• Allows country specific ‘overlays’ where required

The Common PE Core• Common denominator functions across all EU countries

• Multi-tenant solution running in private cloud infrastructure

• Single OPEX for multiple country implementation

3

Service Onboarding• Allows integration of a service for all countries (e.g.: Horizon Go)

• Does not require the country to have Digital BSS deployed

• Rapid integration for white label or premium digital services

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Our Path Forward

Our Transformation Journey

We have already achieved digital success at our Cable & Wireless properties

• One private cloud digital BSS above 14 disparate regional legacy back ends

• New digital enablers supporting identity, self-service and digital entitlements

• Over 20 digital services launched in one year; one every 2.5 weeks on average

• New digital user journeys for all users, supporting new business and acquisition models

In Europe, we are well on our way to a digital platform to drive digital

• Architecture finalized and project underway

• Personalization & Identity Core (UXP Systems) go live completed in March

• 7 million users migrated to common digital cloud platform

• First 3 countries sequentially going live in May & June

• Swift & agile rollout to 7 additional countries in 2017

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Identity and Personalization are Increasingly at the Center of Digital

Welcome to the Identity Economy

• Digital business models rely on direct and digital

engagement between users and their services.

• The Internet Economy is underpinned by billions of

digital identities that broker experiences between digital

services and digital users

• Telecom operators have focused on the customer, and

the complexities of fulfilling services to those customers

• As digital drives us to simpler, personalized interactions,

operators continue to wrestle with customers & users,

Customer Management vs. User Management

DIGITAL IDENTITY

& USER PERSONALIZATION

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How CRM & Identity Capabilities Vary by Industry and Digital Maturity

Digital Maturity Mapping

1. Fulfilment at Customer Interaction Point

COMPLEX CUSTOMER

FULFILMENT1

(ROBUST CRM)

SIMPLE CUSTOMER

FULFILMENT

(POS, SIMPLE CRM)

NON DIGITAL

EXPERIENCE

(SIMPLE IDENTITY)

DIGITAL NATIVE

EXPERIENCE

(ROBUST IDENTITY)

Digital natives

have invariably

robust user

management,

regardless of

CRM needs

1

3

Digital natives have varying CRM

requirements; as their customer

fulfilment complexity varies. But

they all invariably have robust digital

identity and user management

1

2

2 Digital services, (the ones that

operators need to broker to avoid

becoming dumb pipes) have very

simple account / CRM needs.

Operator’s visions will drive their

investments

3

Operators likely have adequate

traditional CRM capabilities, but

must move to more robust user

management, data capture,

analytics and user experience

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We Power Digital Transformation with User & Identity Lifecycle for Operators

About UXP Systems

User & Identity Lifecycle Management as Digital Anchor

• De-coupled from legacy BSS, key component of digital stack

• Augments both new and legacy BSS/OSS stacks

• Brings operators to digital party with internet players

Digital Identity & User Management Drivers are Increasing

• Digital Enablement & Engagement

• Cloud Services / Digital Services

• Privacy & GDPR® Compliance

• User Data Driven Monetization

• Household Profiles, SMB & Large Enterprise

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How will you enable your digital future?

The Journey from Here

1

2

3

4

JOIN THE DIGITAL DISCUSSION

@inform.tmforum.org

HENRY MINOGUE

GEMINI WAGHMARE

Defining a Digital Delivery Model

Will you pursue bi-modal IT or do you intend

to continue with a single delivery model?

Investment Approach

How will you augment digital capabilities in

user & identity, analytics, context, data and UX

Digital Architecture

Will you overlay a digital stack, or implement a new

top-to-bottom platform with all required components

What is Your Transformation Roadmap

How will you minimize risk with an incremental

program, yet still move quickly enough to win?

© 2017 TM Forum | 13

Searching for Digital IdentityLiberty Global’s Transformation Journey

Henry MinogueDirector, Consumer Transformation

Liberty Global

Gemini WaghmareCEO

UXP Systems