Deploying an innovative, interactive platform for customers Paul Higgins, Director of Marketing, TalkTalk Business Jonathan Seal, Director of Strategy, Mando Group
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Deploying an innovative, interactive platform for customers
Paul Higgins, Director of Marketing, TalkTalk BusinessJonathan Seal, Director of Strategy, Mando Group
Deploying an innovative, interactive platform for customers
Customer Self-serve portal and user-experience enhancements through Windows Azure and Windows 8
Paul Higgins Director of MarketingTalkTalk Business
Jonathan Seal Director of StrategyMando Group@jay_seal
PartnersCompetitors
SOHO
SME
Mid Market
Enterprise
Competitive Environment
Resellers - 682
Integrators - 18
ISPs - 25
Carriers - 8
Value For Money• Provision of £10 business
broadband• Ethernet pricing in the
Partner market
Product Innovation• On-Net SIP & ISDN30 • 30% cheaper than
competition• FTTC – only alternative to
BTW
Service Quality• 6 Hour Fix on Fibre products• CESG 2-2-4 level• Carrier / Enterprise grade
service model
Reach• 93% coverage• More EFM/EAD exchanges
than competition
Our Competitive Advantage
Customer Centric
Approach
Develop a best-in-class account
management user experience
Deliver business requirements and customer
benefit statements
Integrate disparate
systems into a single interface
Our Ambition
The Case for Apps
Engage Simplify Grow
UNDERSTANDING PEOPLELOVING TECHNOLOGY
UNDERSTANDING PEOPLELOVING TECHNOLOGY
Market
CSAT
Costs
UNDERSTANDING PEOPLELOVING TECHNOLOGY
The Challenge
“The best interface is no interface at all”
+ = ?
Screens, ‘tribes’ and devices
Push notifications• Changing user needs & expectations• Form factor optimisation• Exploiting device features• ‘Tribal’ considerations
• Fully featured desktop portal
My notifications
(provisioning, new
offers etc)
My current bill & due
date
Usage so far this
month
(and so on…)
Architecting for rapid delivery & scale
TTB Systems
Web Services Web Portal
SQL Database
Azure Cloud Service
Windows Phone 8
iPhone, Android et al
Push notifications User & Account data
Windows Azure Mobile Services
UNDERSTANDING PEOPLELOVING TECHNOLOGY
Learning for the future
Learn & Adapt
Revenue Overhead Churn
Related Documents
