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 a recognized expert on communications risk and assurance. He was Director of Risk Management for Qatar Telecom and has worked with Cable & Wireless, T‑Mobile, Sky, Worldcom and others.
Eric was lead author of Revenue Assurance: Expert Opinions for Communications Providers, published by CRC Press. He was a founding member of Qatar's National Committee for Internet Safety and the first leader of the TM Forum's Enterprise Risk Management team. Eric currently sits on the committee of the Risk & Assurance Group, and is an editorial advisor to Black Swan. He is a qualified chartered accountant, with degrees in information systems, and in mathematics and philosophy.
Commsrisk is edited by Eric. Look here for more about Eric's history as editor.
