David Leshem, my old friend and comrade, recently took time out to speak to Black Swan. In a discussion that zings with fresh thinking, David explains why he believes price differentiation is “old school” – even though he set up a company that developed analytical software for pricing! So what does David recommend for any telco wanting to regain their competitive mojo?
Well, I think the answer is embodied in the buzzword that’s been in fashion for the last few years: CEM or Customer Experience Management. It’s a great concept and frankly it’s about time.
To discover the connection between CEM, distributing medicines in Africa, and finding lost kittens, read the interview at Black Swan.
Eric is the Editor of Commsrisk. Look here for more about the history of Commsrisk and the role played by Eric.
Eric is also the Director of the Risk & Assurance Group (RAG), a global association of professionals working in risk management and business assurance for communications providers.
Previously Eric was Director of Risk Management for Qatar Telecom and he has worked with Cable & Wireless, T‑Mobile, Sky, Worldcom and other telcos. He was lead author of Revenue Assurance: Expert Opinions for Communications Providers, published by CRC Press. He is a qualified chartered accountant, with degrees in information systems, and in mathematics and philosophy.
