SYS-CON MEDIA Authors: Sean Houghton, Glenn Rossman, Ignacio M. Llorente, Xenia von Wedel, Peter Silva

News Feed Item

TM Forum’s First Big Data Analytics Summit a Smash Hit

With big data reaching its peak on the hype-meter, TM Forum is focusing efforts on how to use big data analytics to improve customer experience and enable business growth. Today, service providers face the challenges of how to deliver effective analytics to underpin business growth and a great digital experience across any device at any time. These topics and more were the focus of TM Forum’s first Big Data Analytics Summit in Amsterdam last week, where more than 150 executives from 85 companies, including 25 service providers from 25 countries, gathered to discuss and debate the tricks of the big data trade.

TM Forum’s Big Data Analytics Summit, held Jan. 29-30, 2013, at the Movenpick Hotel in Amsterdam’s City Center, featured big data analytics leaders, such as Capgemini, eBay, EE, France Telecom-Orange, Google, Microsoft Corp., Splunk, Telefónica, Teradata, Verizon and more. Video coverage, speaker insight and interviews from the summit floor are now available on TM Forum’s Digital Services Initiative Channel.

Big Data Analytics Summit attendees took away plenty of insight on key issues, such as:

  • The role of corporate culture—the need to embed data analytics in the DNA of a service provider business as the way to make the right decisions, measure customer experience and empower product managers
  • The need for process, tooling and technology change to underpin effective analytics, and establishing new partnerships between IT and business;
  • The risk of measuring the wrong thing—designing and establishing metrics that measure the real customer experience, and how to enable data access that can facilitate decision making in near real-time;
  • The knowledge drought—the lack of available big data experts on the latest database and analytics technologies, and how to overcome these challenges.

TM Forum is already making progress in creating a set of tools and best practices to help service providers take on many of these challenges. A new Customer Experience Management Index defines and weighs critical KPIs for effective customer experience, and is enabled by effective big data analytics to gather and process data from a range of sources.

In addition, TM Forum’s new Customer Experience Maturity Model helps service providers understand and evaluate their programs through an assessment of six attributes of a program on five different levels. TM Forum is also looking closely at the challenges of big data analytics for digital services delivered in a multi-cloud environment, and how data can be aggregated between partners to increase its value.

“Big Data may be at the top of the hype curve, but it’s for good reason,” said Nik Willetts, chief strategy officer, TM Forum. “In the digital world, effective analytics are at the heart of understanding customer behavior, experience and spending decisions. Today’s traditional reactive measurements from customer exchanges via a call center, trouble desk, billing enquiries or customer surveys don’t cut it. Understanding the user’s experience means understanding the totality of consuming a service, whether it’s a voice call, streaming video on a mobile device, or enterprise services. Getting this picture isn’t easy, and our Summit was the first step in gaining consensus on the issues the industry needs to take on together.”

Already, TM Forum is bringing together the industry with its Big Data Analytics program, to establish best practices for data analytics including a reference model, technology survey, guidebook and key indicator and business metrics infrastructure specifications. To get involved, contact Steve Cotton, director, Business Assurance Programs, TM Forum, at [email protected].

The next stop for TM Forum’s Big Data Analytics Summit will be at Management World 2013, held May 13-16 at the Acropolis Convention Center, Nice, France, with a three-day dedicated Big Data Analytics Forum as part of the 3,500 person event.

About TM Forum

TM Forum is a global, non-profit association focused on enabling service provider agility and innovation. As an established thought-leader in complex service management, the Forum serves as a unifying force across industries, enabling more than 950 member companies to solve critical business issues through access to a wealth of knowledge, practical tools, best practices and standards.

The Forum provides a fair and safe environment for collaboration across the value-chain to overcome the barriers to a vibrant, open digital economy. We help member companies of all sizes gain a competitive edge by enabling efficiency and agility in their IT and operations while protecting competitive differentiation. For more information about TM Forum, visit www.tmforum.org.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
"Our premise is Docker is not enough. That's not a bad thing - we actually love Docker. At ActiveState all our products are based on open source technology and Docker is an up-and-coming piece of open source technology," explained Bart Copeland, President & CEO of ActiveState Software, in this SYS-CON.tv interview at DevOps Summit at Cloud Expo®, held Nov 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover ...
The BPM world is going through some evolution or changes where traditional business process management solutions really have nowhere to go in terms of development of the road map. In this demo at 15th Cloud Expo, Kyle Hansen, Director of Professional Services at AgilePoint, shows AgilePoint’s unique approach to dealing with this market circumstance by developing a rapid application composition or development framework.
SYS-CON Events announced today that Windstream, a leading provider of advanced network and cloud communications, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Windstream (Nasdaq: WIN), a FORTUNE 500 and S&P 500 company, is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, p...
SYS-CON Media announced today that Aruna Ravichandran, VP of Marketing, Application Performance Management and DevOps at CA Technologies, has joined DevOps Journal’s authors. DevOps Journal is focused on this critical enterprise IT topic in the world of cloud computing. DevOps Journal brings valuable information to DevOps professionals who are transforming the way enterprise IT is done. Aruna's inaugural article "Four Essential Cultural Hacks for DevOps Newbies" discusses how to demonstrate the...
The move in recent years to cloud computing services and architectures has added significant pace to the application development and deployment environment. When enterprise IT can spin up large computing instances in just minutes, developers can also design and deploy in small time frames that were unimaginable a few years ago. The consequent move toward lean, agile, and fast development leads to the need for the development and operations sides to work very closely together. Thus, DevOps become...
Verizon Enterprise Solutions is simplifying the cloud-purchasing experience for its clients, with the launch of Verizon Cloud Marketplace, a key foundational component of the company's robust ecosystem of enterprise-class technologies. The online storefront will initially feature pre-built cloud-based services from AppDynamics, Hitachi Data Systems, Juniper Networks, PfSense and Tervela. Available globally to enterprises using Verizon Cloud, Verizon Cloud Marketplace provides a one-stop shop fo...
AppZero has announced that its award-winning application migration software is now fully qualified within the Microsoft Azure Certified program. AppZero has undergone extensive technical evaluation with Microsoft Corp., earning its designation as Microsoft Azure Certified. As a result of AppZero's work with Microsoft, customers are able to easily find, purchase and deploy AppZero from the Azure Marketplace. With just a few clicks, users have an Azure-based solution for moving applications to the...
“In the past year we've seen a lot of stabilization of WebRTC. You can now use it in production with a far greater degree of certainty. A lot of the real developments in the past year have been in things like the data channel, which will enable a whole new type of application," explained Peter Dunkley, Technical Director at Acision, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that IDenticard will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. IDenticard™ is the security division of Brady Corp (NYSE: BRC), a $1.5 billion manufacturer of identification products. We have small-company values with the strength and stability of a major corporation. IDenticard offers local sales, support and service to our customers across the United States and Canada...
SYS-CON Events announced today that AIC, a leading provider of OEM/ODM server and storage solutions, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. AIC is a leading provider of both standard OTS, off-the-shelf, and OEM/ODM server and storage solutions. With expert in-house design capabilities, validation, manufacturing and production, AIC's broad selection of products are highly flexible and are conf...
SYS-CON Events announced today Isomorphic Software, the global leader in high-end, web-based business applications, will exhibit at SYS-CON's DevOps Summit 2015 New York, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Isomorphic Software is the global leader in high-end, web-based business applications. We develop, market, and support the SmartClient & Smart GWT HTML5/Ajax platform, combining the productivity and performance of traditional desktop software ...
Leysin American School is an exclusive, private boarding school located in Leysin, Switzerland. Leysin selected an OpenStack-powered, private cloud as a service to manage multiple applications and provide development environments for students across the institution. Seeking to meet rigid data sovereignty and data integrity requirements while offering flexible, on-demand cloud resources to users, Leysin identified OpenStack as the clear choice to round out the school's cloud strategy. Additional...
The cloud is becoming the de-facto way for enterprises to leverage common infrastructure while innovating and one of the biggest obstacles facing public cloud computing is security. In his session at 15th Cloud Expo, Jeff Aliber, a global marketing executive at Verizon, discussed how the best place for web security is in the cloud. Benefits include: Functions as the first layer of defense Easy operation –CNAME change Implement an integrated solution Best architecture for addressing network-l...
“We help people build clusters, in the classical sense of the cluster. We help people put a full stack on top of every single one of those machines. We do the full bare metal install," explained Greg Bruno, Vice President of Engineering and co-founder of StackIQ, in this SYS-CON.tv interview at 15th Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.