Who's watching now?

With recent news topics covering the “standoff” between the FBI’s ask for access to `the San Bernadino Killers’ phone and Apple seeking to stand up and protect the privacy of its customers with concerns this could quickly become a default ask for all devices, ironically, I am getting a sense of déjà vu from almost 15 years ago when operators were facing the same debate.

15 years ago, governments and their security agencies were asking telecom operators to share their voice and data information for people deemed a security risk or to investigate a person’s activities prior to an event that happened - criminal or otherwise. At that point, the world was up in arms as to what this would mean for personal security or for that matter privacy as  governments were able to track what people were doing and where they were going.

However, over the years this has become a norm and, although not always accepted, a balance has been established where the operators report to the public on how many times they are asked to share information by the relevant government agency. What is interesting here is that this data is quickly becoming irrelevant as we move to digital and start to reduce our use of mobile platforms like traditional voice and SMS. With these traditional platforms, operators have had visibility of the activities of individual’s voice and messaging communications, whilst in our digital world all communications are increasingly moving to IP or Internet based services. This makes it incredibly difficult for operators to keep track, if they can keep track of the information at all.

I recognize that it is not only telecom operators being asked for end user information, but also the over-the- top players like Google, Apple and Facebook among others, and that they report on these regularly to the public. However, we need to recognize that there is increasingly ony one common source when it comes to telecom services, over-the-top services and other applications and that is simply our mobile phone. A little like our wallets used to be with our ID, credit card information, loyalty cards, receipts etc, with all of this now digital it is the mobile phone, which will increasingly become the centre of security discussions.

It is therefore not surprising that in recent surveys when people are asked what they would be most worried to lose the “mobile phone” is becoming increasingly prevalent[1], versus a decade ago when it was their wallet. The simple reason for this being we store more of our lives in our phones and online that anywhere else these days. Government agencies can approach credit card companies or operators and even online providers to ask for data about an individual, but the one area they are still trying to gain access to remains the phone. The documents, photos, message exchanges all have a common source instead of trying to debate access rights with all of the individual platforms.

I raise this because at some point the “national security” card will get played by government agencies and businesses could end up being forced to comply, similarly with what telecom operators have been through already. I would like to suggest to these handset manufacturers and over-the-top providers to start collaborating together about how they can protect the majority and isolate any handset access to be limited to individual cases. Perhaps there is a unique code that is created based on mutual compliance between the vendor and a government agency for an individual handset, that is to say avoiding sharing access to all phones through a generic override code or similar, which governments could then gain access to whenever they should so choose. In combination with this, then provide visibility to the public as to how many devices the government agency requested access to and how many devices they were given access to. Now this is just a suggestion and the important point here is for the digital community to think through a proactive approach of how they want to engage government agencies rather than being forced to comply with some all-encompassing banner of national security.

Our world continues to change and we need to remember that our lives, which were once paper-based, followed by analog and mobile, are now quite simply digital. Combine this with many governments that continue to fear what they don’t understand, the result is raising concerns on information that they believe exists, but are unable to see or control. In a digital world, where the data we create and store is growing exponentially every day, of course it is impossible to track absolutely everything. However, perception can quickly become reality, as governments and their associated agencies will continue to want to gain further visibility of our digital lives. So, we either act proactively and educate through defining an engagement model which protects the majority of people and addresses data sharing when only absolutely critical for the protection of society, or digital businesses will rapidly become the victims after a few cases under the banner of “National Security” become common place.

I appreciate this is a fine balance and many people will be unhappy with the idea of giving up privacy of our personal items, some will say this must be defended at all costs, but there are precedents already and I fear simply defending will result in a outcome none of us are happy with. I for one would rather know there is an understanding between digital providers and governments as to how this will be managed in the future before it becomes a case of turning on my phone or tablet and asking myself the question “Who’s watching me now?”

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[1] http://blog.zixcorp.com/2014/09/survey-says-individuals-would-rather-lose-wallet-than-mobile-device/

Time to get out of the box!

Mobile Operators are at the crossroads of an exciting Journey. They need to choose to become the best of breed connectivity player delivering Internet access, Talk and text services, OR become a next generation services provider delivering multi-media and end user applications. Now I am not here to pass judgement or to say which is better (ok I do have a view), however they must choose a path as trying to dance between the two will only cause increasing prioritization challenges and conflicts of investment strategies. My intent with this article is to open the eyes of operators so that they may see an opportunity before them.

In order to move forward Mobile Operators need to get back to what they were known for, when Mobile Networks were the next best thing driving innovation and service creation.  Remember when we couldn't send more than 30 characters in a message, or the first time you viewed the Internet through your mobile? I mean, come on, how cool was that! The status of Mobile Networks going “All IP” has finally arrived and hence a new horizon has been reached!  So, what are we going to do differently?

Despite a growing view that Over the Top (OTT) players “own the customer relationship”, I suggest you ask yourself this simple question:  “Who do you call when you can’t access certain content or make a Skype call or even view your Google maps?”…. The majority of us first call our mobile operator, with a common statement of “Hey, I can’t access my Apps, Content, or speak to my family whilst trying to avoid your expensive long distance charges!” In my view, if the operator is being asked to be accountable, then shouldn’t they leverage the role as a differentiator as well? Operators have a great chance to remove demarcations and show their customers a true value service, where predictability in end user costs are provided – therefore reducing bill shock when accessing high bandwidth services; and where customers can choose what type of content they want.

I believe, there are some very exciting services that Mobile Operators should consider, if they haven’t already, offering to their customers:

·         Media:  This is the most obvious avenue, given Mobile networks are moving to an all IP network, they can now prioritize and effectively optimize traffic to balance quality of experience whilst minimizing loads on the network to minimize impact on other customers. There are equally exciting opportunities to work with local content providers and/or broadcasters. Operators provide significant value in that they can provide very detailed information on the profile of the individual watching the content (no this is not about selling information, but about profiling a customer base to drive demand and more importantly relevance of advertisements and content to the end user. This is something broadcasters fail to do today when we are watching on our TV’s at home, Yes Broadcaster and Content providers can predict, based on time of day but that is really it, to have the opportunity to know , who is watching what type of content and when would increase the granularity and market insights. This means broadcaster could tell their advertisers that they could increase the profiling of viewers for specific shows and ultimately realize a better ROI for their programming.

·         Applications: Yes we all know the demand and “stores” of applications are expanding rapidly, however, they remain tied to specific Operating System stores and as such, remain difficult to share amongst friends with different operating systems. Mobile Operators are quite unique in that they don’t care if a customer prefers an Iphone over an Android, or Nokia above Blackberry (hey it could happen). Therefore, consider an application store, which is run by the Operator, where customers are able to recommend applications to friends, create apps and share them across a broader market without worrying what Operating System their application is based on or what type of device their friends choose to use.  And because of this, they then see the relevance and value of a Operator enabled store that much faster! Equally, local hosting of the applications improves customer experience for the application owner – especially for the growing number of high bandwidth demanding services, as well as localization of Internet traffic. For Application developers, in local markets, it is always a choice of what app store do you start hosting your application on. Yet, mobile operators have an opportunity to help the application developer access multiple Operating Systems and, at the same time, promote their particular application to a broader audience. The value for the operator, as mentioned earlier, comes in optimization of those access applications across their “all IP” mobile network and I would suggest sharing the advertising monetization with the app developer.

·         Service Bundling: Historically we have looked at bundles based on a mobile device, phone line and access to the Internet. But, these days, all of these elements are a given. Why not change this to become: access your top three social media pages, favourite content sources and/or applications? By collecting all of this data, Mobile Operators can then share with the customer what other content or apps may be of interest based on similar profiles without divulging personal data! Equally in understanding these preferences for customers operators can start to prioritize or optimize traffic to ensure customers receive an exciting experience whilst also working with the content or service owner to consider hosting high demand services with the operator to reduce overseas Internet expense and improve performance.

·         Advertising: This has become a fact of life, whether you like it or not, it is here to stay. We see ads everywhere on line and where the Mobile Operator can add value, is to use this to help the customer gain access to content and services at a lower cost. Before you skip past this idea, consider for a moment an option to buy into Ad categories which are of relevance to you and use these as credits to offset your new profile based service bundles or expand your bundle to other services at little or no extra cost. We have tended to forget that the Advertisers will consider all avenues to reach their potential customers as long as they are more likely to view the advertising. Let’s face it, if you know the ads being shown are of relevance and then you are more likely to click on the ad. Combine this with basic profile data of Day, Time, location and personal preferences to create the greatest likelihood of interest for both the end customer and the advertiser. in the end it is the operator who is actually facilitating the relationship and making it beneficial to both!

Mobile Operators are at a cross roads, they have the capability to redefine the customer experience through optimization, prioritization and packaging. The “all IP” network means it is much easier to introduce over the top services which could be viewed on laptops, mobiles or tablets (and increasingly TV’s!) The traditional Over the top providers (OTT’s) may become agitated with this approach, however, in my opinion; it is ultimately what we have been missing for some time.  A healthy competition and a realization that mobile operators have more than one choice, when it comes to delivering a content and service rich diversity and high quality customer experience. It is up to the OTT players to excite the operators in how they are going to partner in service creation, customer growth and end to end service assurance. OTT’s have a choice to make as Operators are now in a position to shop around.

Mobile Operators therefore need to identify the role they want to play, build the above capability or identify the partners (not suppliers) who they can work with to achieve the same. However, whatever the decision, the end result MUST be that they take responsibility for the end to end customer experience and that is only possible if they embrace the Over the Top model, recognize that the era of talk and text is moving to all IP and OTT players are increasingly challenging mobile operators for this space. Going all IP means Operators can now leverage the growing standardization that Operating systems for mobile devices have brought us and ultimately it is the OTT’s who have provided the opportunity to Operators to create their own services, or as I like to say perhaps now is the time for Mobile Operators to go “OTT to the OTT!”

Driving Change in 2014

The internet as we once knew it is no more

The worldwide web used to be a “go to” location for all our information needs, where we would consume online content and play games has now become a recognised utility no different to electricity, transport infrastructure or water. Over time however, the internet has also evolved to become a critical delivery platform enabling a raft of new services. Where we once read news or simply sent emails, we now use this “utility” to bank, shop, access business applications hosted in the cloud, watch the latest TV shows and listen to music, as well as interact with our friends, family and peers (ok and for me play the occasional online game!)

APAC is experiencing rapid growth of connected devices. This proliferation of devices – such as smartphones, tablets and laptops – allows us to connect to our networks remotely, highlighting the fundamental alterations in how we use and interact with technology. So much so, many of us haven’t even noticed it has taken place. For instance, consider the younger generation (yes it seems I am no longer part of that group!) who no longer refer to “going online”, they are simply accessing applications and services with little or no regard to how they get there or where they exist.

Given our changing relationship with the online world and its growing importance to our general day-to-day lives, businesses are increasingly looking at how they can maximise its value and the consumer insight it delivers. This is driving significant technological change within IT platforms.

As organisations across APAC embrace the IT transformations that are underway – particularly in cloud, big data and mobile – and embark further along their journeys, there is a significant opportunity for businesses to better serve their customers through technological change while growing the bottom line.

A New Era of Cloud in 2014

We’re entering a really exciting era for cloud technology. Over the past year alone, cloud providers have increasingly discovered their individual and unique cloud plays – whether it’s supplying to specific industries or public, private or hybrid platforms – and have expanded their services accordingly.

One-size no longer fits all, and in 2014 businesses can expect to realise the benefits tailored cloud platforms deliver as providers begin to offer solutions designed to individual customer needs. As providers recognise their strengths, they will also identify partnership opportunities with vendors offering complimentary technology to their existing portfolios.

The progress we’re seeing in the cloud will also filter into the business network itself in 2014, where we’ll increasingly see networks being defined by dynamic needs of business functions and the introduction of business process service level agreements (SLAs). For instance, cloud platforms will be linked with traditional on premise applications, such as a CRM or SCM environment. This will enable the network to reshape itself and categorise its applications based on current activity levels so that network traffic and the needs of remote workers can be easily managed and prioritised.

Innovate in the Cloud

This year we’re also going to see a growing number of applications developed by businesses, a trend enabled by the fail-fast culture of cloud. Today, businesses are more willing to develop their own business applications as they are educated on the flexibility offered by the cloud.  They simply need to buy the relevant computing space to test an idea, and then shut if off again when the idea has run its course. This means less risk and the cost of exposure for the business is greatly reduced when compared to the previous options and methods available.

With the cycle of applications being delivered and created gathering momentum in 2014, the Enterprise App store will arrive on the scene as CIOs provide employees with a selection of applications endorsed and supported by the organisation. Until now this has had limited success, but with widespread adoption of Bring Your Own Device (BYOD) and publicly hosted secure applications it will be an increasing focus for businesses seeking to enhance productivity.

Collaborate and Share

Businesses that deploy application programming interfaces (APIs), allowing developers to design products based on an organisation’s services, will also achieve success this year. For instance, businesses can build their web conferencing capabilities into another web-based application, such as instant messaging, enabling seamless collaboration and communication between individuals.  

The reality is that organisations rarely use applications in siloes, meaning those vendors offering API solutions this year that increase collaboration with complementary products and markets stand to benefit from increased sales with their customers.

Intelligent Insights Deliver Results

In recent times, big data has been more akin to trying to drink from a fire hydrant - we can access a lot of it but have little time to digest it. In 2014 however, businesses will start applying different lenses to data sets so that they can identify what is relevant to them or impacting upon their business. By focusing on the data that is relevant to them, businesses will be well placed to optimise their services and customer experience, similar to that same fire hydrant being attached to a water dispenser allowing us to choose what type of water, colour, and temperature we are interested in extracting at any point in time.

Looking further ahead into 2015, businesses will start to use the data they are collecting to predict future activity or the impact of unforeseen circumstances.  This will be driven by the ability of Smart Data platforms assessing patterns and delivering forecast and trending data enabling improved business planning. For example, if a customer pays for their movie tickets via near field communication (NFC), the mobile operator could identify the most frequent days the user visits the cinema, and send them discount codes for these dates. Over the coming years, this approach to data analytics will become an extension of who businesses are and their operations.

Drive Change

Today, businesses across APAC have access to an unprecedented amount of tools and services from a variety of IT vendors, which is driving greater confidence in identifying innovative ways to address business challenges. Additionally, businesses are being forced to understand and adapt to the way consumers use and interact with technology from the devices we use to the ways in which we choose to engage with vendors and service providers.

Encouragingly, businesses are being very proactive and the next 12 months will be telling as more and more companies come to grips with the technologies making a real difference to their operations. Ultimately, the approaches being adopted will introduce increased business elasticity which will aid in addressing the two biggest ongoing challenges of business today: risk mitigation and bottom line profitability.

Well that's my view on the world, what's your's? Feel free to share by commenting on this blog!

Living in a Device World

How many devices do you own? 3, 5 more? I actually checked mine the other day, 3 PC’s, 2 laptops, 2 tablets, 6 mobile phones and one internet enabled TV, frightening really. The mobile phones act as a reminder to me as to how fast technology has evolved, but what I find the most intriguing is the shift in ecosystem around the end user whether that be Corporate employee, teenager or even parent for that matter. Historically it has been the Mobile Operator owning all aspects of the customer relationship, then we had the Operating System owners now referred to as the Over The Top providers (OTT) who started to build more of a relationship with the customer, understanding their preferences and starting to have a direct financial engagement with the end user, something which the Mobile Operator had owned for so long. At this point I expect most readers look at this and think – well done good to know you know where we are at! But this isn’t about where we are it is about where we are headed.

In recent reports the industry has talked about there being more than 10 billion internet connected devices in the world in the next 3 years, this represents a significant shift from the days of asking your parents to upgrade their 64kbit Data Phone line! With such a variety of devices we can now choose how we want to communicate, interact and be engaged by our various providers whether they be Mobile, OTT or a specific platform, this is creating new opportunities for individuals to connect with niche providers as they find ways of distributing their services beyond the traditional boundaries of geography or language. Today you or may not be aware but you could find your messaging originates from the US, your voice app from Israel, your news from Germany, your games from Sweden, your online shopping from HK and your security from France (at least for me anyway)! Less than 5 years ago all of these would have been provided by your mobile operator as the single source of communication and data services some would see this as just the evolution of technology but I see this as a missed opportunity.

The most unique thing of living in a device world has been the evolution to ALL IP based platforms for all forms of communications whether that be Voice, Data, Video or even application. For Mobile Operators this is their 4G or LTE networks, for fixed operators this is the fulfilment of W-Fi canopy’s across cities, all of which ensuring access to the end user and hence the ability to offer services consistently to their customers without the risk of other providers hijacking their customers. This access anywhere offering though also means that Mobile operators and fixed operators are opening their networks to OTT’s and app providers to engage directly with their customers, some network providers have taken the approach to charge for access to these OTT or app providers or even limit connectivity to them through DPI (deep packet inspection) technology. There is another approach though and some network operators have seized the opportunity – the creation of their own ecosystems whether that be cultural or language specific applications and content which can work on any network but drives voice and data back onto their own network. One recent example I have seen is the creation of a language specific messaging and social network application developed for a particular highly migrant population, one which has been successful despite the diverse online offerings available.

Operators need to seize the opportunity and become Over the top providers to the OTT’s of this world, the Operators still have the ultimate relationship with the customer, one which – for now - is unique to them – they know who the end customer is, their billing address and their preferences for communicating with the wider world. The Operators are still responsible for the end connection to the customer and instead of defending against the “dumb pipe” analogy which is thrust upon them they need to turn this to their advantage through the creation of dynamic ecosystems around the end user, independent of device or application used yet remaining relevant based on their preferences and engagements with friends, family, colleagues and systems. Some operators would see this as a risk and for many stepping outside of their comfort zone can be a concern, but I would suggest act now or competitors will seize the opportunity and those competitors will be OTT providers and other network operators alike.

We are living in a device world and contradictory to popular belief that with so much diversification markets and solutions would become fragmented, however new opportunities are arising with the potential to actually make OTT providers just another element of the ecosystem an ecosystem which the operators both fixed and mobile can be responsible for facilitating to the end user. The world we live in remains as dynamic as the diversity of our global culture, hence the opportunity is not short term, we will continue to live in a world of devices and it is up to individual operators to decide on what role they will play … Carpe Diem!