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.