In this episode of The Broadband Bunch we speak with Guy Bevente, an industry veteran with 27 years of working at AT&T as well as in consultative services in the telecommunications and broadband industry. We dig into the telecommunication trends that are driving carriers today, ranging from the omni-channel experience to digital transformation and personalization.
He explains the technology capabilities that broadband providers need, such as design-driven thinking, modularity, and agile responsive systems, and provides insight into how carriers think about proactively investing in innovation and the rationale around technology investments.
Guy Bevente: I spent 21 years, primarily in the information technology realm, if you will. Various different roles all related to systems integration and modernization efforts across both the business support systems and operational support systems space.
I had the privilege of leading some great teams across the various functional areas, from billing to care, ordering, network support systems, and most recently, spent some time in the digital space looking at self-service capabilities for B2C and B@2B customers. So, seen a few things, been around a bit. I’m excited to be here to talk through some of this with you.
Guy Bevente: One key shift that’s really focused on moving from a billing-centric world to a customer-centric world. And let me explain that a little bit. We know, in telecom, we’ve seen, over decades, right, what I consider to be a very billing-centric model, which basically says, everything was built around billing and billing capabilities.
Of course, billing is super-important to bill on a timely basis, bill accurately, but I would say it’s not the dominant focus as it once was. Today, understanding your customer needs, ensuring that your customers have a great experience, that’s really moved to the forefront.
So, you sometimes hear putting the customer at the center and I like that, however, what I would add is, that’s not just a figurative phrase. It should not be. You really need to design your operational processes and the support systems around the customer. The customer information, the customer support systems. That’s the key shift.
Pete Pizzutillo: I think there’s a lot of industries where there’s a similar pattern where these functional silos are being redefined into more of a life cycle service, customer life cycle view. And I do think there’s a combination of a few things. We have technology today that we didn’t have before that helps us do a better job integrating systems and disparate data, as well as the consumer expectations.
So, I think a more savvy customer, in terms of technology-savvy, perhaps demands more personalization and more real-time feedback, so carriers and providers, not just in telecom, are being challenged to figure out, at the system level, organizationally, in the process level, how do they realign restructure, transform, if you will, to meet those expectations and leverage the technologies out there?
I guess the question I would have is, why now, in technology, in this space? Why do you think this is emerging now?