Ericsson kicked off its first ‘Ericsson Services Forum’ on 17th March, 2016 at The Trident, BKC. With many of its operator partners present, the event focused on ‘Turning Wants Into Wows’ with better system integration, turning network evolution into business revolution and understanding customer pain points. The all-day event was flagged off with a keynote address by Paolo Colella, Head of Ericsson India. He began by tracing Ericsson’s journey into the services business and believes that this is just the start of digitisation.
Ericsson is partner to some of the biggest network operators across the globe and serves over 1 billion subscribers worldwide. Colella believes that this is only possible by making technology work to reach standards set by the industry. Sanjay Kaul, Managing Director, Service Provider Business, Cisco, presented the new Ericsson-Cisco strategic partnership, who’s focus is on Digital India. Ross Dawson, author, entrepreneur and futurist, turned up the ante with stunning visions for the future supported by evolving technology. According to him, individuals are the unit value of creation in connected economies. Dawson asserts,
As organisations embrace technology more quickly than ever before and crowd sharing redefines value creation, culture and technology will merge to create something new, something that can’t be copied. The network is the birth of the global brain, we are collectively becoming something beyond ourselves.”
As the day wore on, Nishant Batra, Head of Engagement Practices, Ericsson India provided an overview of how the Internet of Things will shape the way operators and telcos evolve from ‘install and operate’ to ‘transform and innovate’. The Head of Managed Services Sales Engagement, BUGS BL, Justin Head spoke about the importance of providing customers with experience-centric managed services rather than a one-size-fits-all approach.
Managed Services need to be able to relate to network KPIs being green to actual customer experience being red (especially during rush hour, network traffic at major events, etc.)”
— Ericsson India (@EricssonIndia) March 17, 2016
An excellent Trident lunch was followed up with a masterful bag of tech-supported illusions and magic tricks by the charismatic Matt Daniel-Baker who also predicted that India would beat West Indies in the on-going WT20 championships by 3 wickets! This is one prediction to look forward to.
The afternoon sessions were focused entirely on optimising customer experience. Stefan Funke, Head of Network Design & Optimisation Business Development, spoke about how happy users use more data, unhappy users result in churn. Ekow Nelson, Global Head of Consulting, Ericsson Global Services emphasised how products are becoming increasingly digitised and how investors will reward businesses with digital aspects to their businesses more than others.
The presentations were followed by a break-out session to discuss digital strategies and a panel discussion which spotlighted ‘video’ as the biggest driver of digital disruption. Overall, participants left the first Ericsson Services Forum 2016 with a sense of anticipation of a world brought closer by superior networks and digital transformation.