New Digital EconomicsExecutive Brainstorm
9-10 November 2011, Guoman Tower Hotel, London
Telco2.0
Strategic Threats and Opportunities
0830 - 1900, Wednesday 9th November 2011, Guoman Tower Hotel, London
"93% of strategy execs said that exploring new business models is as important in this current economic climate as cutting costs and retaining customers."
STL Partners Brainstorm Participant Survey

Overview

Introduction
Telcos’ core voice and text messaging business is under siege from regulation, VOIP, instant messaging, social networking and other Internet-based services. What can telcos do to defend the current core business and grow new sources of value?

The first of  Six Key Telco 2.0 Opportunities for telcos to develop new sources of value we identified in The Roadmap to New Telco 2.0 Business Models is that to successfully defend their core business and expand into new areas, telcos need to create a more compelling customer experience.  Doing so will depend in large part on telcos making smarter and more sophisticated use of information technology, so they can better identify and meet their customers’ desires and needs.

Beyond this, some operators are carving out new revenue streams by working with third parties to add customised communications capabilities to their services and apps - see Apps & Telco APIs 2.0: their role vs Facebook, Skype, and iMessage. Telcos are also expanding into new markets, harnessing NFC and other new technologies to capture transactional data and increase the value of mobile services.
This Executive Brainstorm brings together specially-invited senior executives from across the telecoms ecosystem to explore these issues and the future of the telco.  

Format and Draft Agenda (4 sessions spread across 1 day)

Each session uses STL’s ‘Mindshare’ interactive format to achieve pre-set learning goals. The sessions comprise short stimulus presentations (new research, case studies or use cases), structured small group discussion on round-tables, panel debates and instant voting.

Sessions:

  • Telco 2.0 - Beyond Voice & Messaging. How telcos can offset the decline in traditional retail voice, SMS and broadband revenues by supplying network capacity, authentication and other enablers to third-parties looking to add communications capabilities to their business processes, apps and services.
  • Communications 2.0 - Defending Voice & Messaging. How fast will voice and messaging decline, and what to do about it?
  • Customer experience 2.0 - Rewarding loyalty, penalizing promiscuity. Product pricing and support for mobile broadband, voice, and other services. Leveraging customer data, analytics and other tools.
  • Customer experience 2.0 - Upselling with precision and panache. Targeting, personalization and market-making for own and 3rd party services.

AGENDA


0800 Registration Open


0830 Welcome, Introductions & Warm Up

  • Event Facilitator: Simon Torrance, CEO, STL Partners

0900 Telco 2.0: Growth Beyond Voice & Messaging

Introduction / Background - Click Here

Key objectives of this session

  • To consider telcos’ progress so far in opening up new revenue streams
  • To explore practical examples of how telcos are using two-sided business models
  • To identify telcos’ main rivals in these new markets

Hypotheses

  • In European markets, demand for traditional voice calls and SMS is already in decline.
  • Telcos have an array of assets that are of considerable value to businesses and public-sector organisations, opening up potential new revenue streams.
  • Some telcos are beginning to reorganise their assets and their processes to become two-sided businesses.

Key questions to debate

  • What are the best examples of telco two-sided business models today?
  • What are the most promising new revenue streams for telcos?
  • How can telcos tap upstream revenues to fund the deployment of more mobile broadband infrastructure?
  • Which B2B opportunities have the most potential for telcos and which are the easiest to pursue?
  • How can telcos realise the major latent value in the data they hold on customers?  
  • Which companies provide the best two-sided role models for telcos?

Presenters and Panellists
Short stimulus presentations x 3, followed by debate with participants using our ‘Mindshare’ interactive technology, followed by a panel discussion (with 2 additional panellists):

  • Simon Torrance, CEO, STL Partners
  • Jonathan Dann, Director, Telecoms Research Europe, Barclays Capital
  • Chris Barraclough, Chief Strategist, Telco 2.0 Initiative

1030 Break (and exhibition)


1100 Innovators Showcase

  • Pankaj Shroff, Director, Technology Strategy, Tellabs

1115 Communications 2.0: Defending Voice & Messaging

Introduction / Background - Click Here

Key objectives of this session

  • Establish the key threats to telcos’ core voice and messaging business
  • Explore how telcos can defend their voice and messaging revenues
  • Identify new potential revenue streams from advanced communications services
  • Explore the steps telcos need to take to develop Communications 2.0 services 

Hypotheses

  • Traditional voice and SMS services are in irreversible decline
  • Telcos can slow that decline by improving the functionality of their existing services
  • Telcos have an array of assets that can add considerable value to Internet-enabled communications services
  • Most telcos won’t be able to realise the Communications 2.0 opportunity alone and will need to partner.

Key questions to debate

  • What will happen to local voice and international voice revenues over the next few years?
  • What can operators do to defend their voice and messaging revenues?
  • How fast will mobile VOIP take off and will there be a major shift to PAYG voice services?
  • How can telcos work with the main smartphone platforms to add value?
  • To what extent can wholesaling voice and messaging services offset the decline in traditional voice and messaging revenues?
  • What are telcos’ unique assets in the voice and messaging market?

Presenters and Panellists
Short stimulus presentations x 3, followed by debate with participants using our ‘Mindshare’ interactive technology, followed by a panel discussion (with 2 additional panellists):

  • Phil Laidler, Director of Consulting, Telco 2.0 Initiative
  • Andreas Bernstrom, CEO, Rebtel
  • Cenk Serdar, Global Data and Communication Services Director, Vodafone
  • Rainer Deutschmann, SVP Core Telco Products, Deutsche Telekom
  • Morten Sorby, EVP and Head of Strategy and Regulatory Affairs, Telenor
  • Innovators Showcase: Jose Recio, Co-Founder, Solaiemes

1300 Lunch


1400 Customer Experience 2.0 - Loyalty and Personalisation

Introduction / Background - Click Here

Key objectives of this session

  • To establish what basics telcos need to get right to satisfy customers and compete with alternative providers
  • To consider how to create a compelling and highly-relevant experience for the most valuable customers
  • To understand what activities will provide the greatest ROI

Hypotheses

  • Many telcos are spending excessive sums chasing new customers which could be better spent retaining existing customers.
  • Most telcos aren’t yet analysing the extensive data they have on their customers from the perspective of lifetime value.
  • Most consumers won’t go to the trouble of switching telco if their existing supplier is responsive and provides a reasonably competitive products.

Key questions to debate

  • Which datasets are the most useful in establishing customer lifetime value?
  • How can telcos reward customers for loyalty rather than promiscuity?
  • How can telcos identify customers who are about to churn?
  • How can telcos fully harness their retail chains, call centres, web sites and IT systems to improve customer service?
  • Is there demand for other (telco) experiences on the handset outside of the standard ones from Apple and Android?

Presenters and Panellists
Short stimulus presentations x 3, followed by debate with participants using our ‘Mindshare’ interactive technology, followed by a panel discussion (with 2 additional panellists):

  • Albert Hitchcock, CIO, Vodafone Group
  • Ernest Margitta, VP Marketing, Tribold
  • Colin Lees, Director for Voice, BT Innovate & Design
  • Yves Maitre, SVP Mobile Multimedia and Devices, Orange

1545 Break (and Exhibition)


1605 Innovators Showcase

  • James Parton, Head of BlueVia Marketing, Telefonica

1615 Customer Experience 2.0 - Engaging with Precision and Panache

Introduction / Background - Click Here

Key objectives of this session

  • Explore how telcos can stay relevant to their business and consumer customers in the fast changing ‘digital economy’
  • Understand where new sources of value lie
  • Explore how telcos can act as a broker between third parties and consumers

Hypothesis

  • Telcos’ billing relationship with millions of consumers means they are well-placed to act as a conduit for many products, services and content.
  • Telcos have valuable customer data they could use to identify what consumers might want to buy and when
  • Consumers will come to rely on their smartphones and tablets to discover and purchase a wide range of products, services and content
  • Most telcos aren’t yet geared up to take advantage of the myriad of Upsell 2.0 opportunities.

Key questions to debate

  • What can telcos learn from the leading Internet players, such as Amazon and Apple?
  • What are the best ways for telcos to interact with their customers?
  • How can telcos derive more value from the reams of customer data they are capturing?
  • How can telcos leverage developments like NFC and SaaS to generate new value?

Presenters and Panellists
Short stimulus presentations x 3, followed by debate with participants using our ‘Mindshare’ interactive technology, followed by a panel discussion (with 2 additional panellists):

  • Phil Laidler, Director, Telco 2.0 Initiative
  • Fabio Gori, Marketing Manager, Cisco
  • Daniel Gurrola, VP Group Strategy & Business Development, Orange Group
  • Paul Pugh, Executive Creative Director, Frog Design
  • Innovators Showcase; Richard Schwartz, President and CEO, Macheen

1800 Close

Followed by DRINKS RECEPTION

Created by

STL Partners


Platinum Partners

Cisco


Gold Sponsors

Tribold



Silver Sponsors

CSG International


Tellabs


Tellabs



Bronze Sponsors

radialpoint



Event Partners

The Diffusion Group


Frog design


Beecham Research

Nielsen

European Leaders

Sponsorship Opportunities

Email
contact@stlpartners.com

© 2011 STL Partners
Telco 2.0 is a trademark of Simon Torrance Limited,
which trades as STL Partners