f57e4a95-2eef-4558-95e0-0b6c69f8b2bfhttp://www.teliasonera.com/en/newsroom/blogs/my-blog/?blogId=46&entryId=173craide@azercell.comIn my previous blog post about ROI in Customer Satisfaction, I mentioned that I liked the individual approach topic in customer service nowadays. In fact, analyzing the recent trends in Customer Care you can’t help but feeling a strange deja-vu. Organizations came to the point that good old customer approach wasn’t that bad, and most of different trends and automation of last decades wasn’t always the most successful ones. For example, IVR (interactive voice response) was such a big issue for...Mon, 04 Mar 2013 09:42:06 +01002013-03-04T09:42:06+01:00dc5af2d1-3d15-4998-9672-61161f743a11http://www.teliasonera.com/en/newsroom/blogs/my-blog/?blogId=5&entryId=154priya.sawhney@teliasonera.comA colleague asked me recently if I had any indication on general trends in "traditional telecoms" that I could share with her. My short answer to her was “yes”. And so here are some trends for the old-timer telco-geeks amongst us (that would include myself, actually, given that almost my entire career has been in this industry).. 1. Operating Systems (OS) – device use case convergence and OS diversity PCs are slowly giving way to Macs though Windows still leads with about 85% market share on...Wed, 16 Jan 2013 21:04:45 +01002013-01-16T21:04:45+01:00c5200285-cd72-4fea-b6ec-49ebd1b8f0c5http://www.teliasonera.com/en/newsroom/blogs/my-blog/?blogId=5&entryId=147priya.sawhney@teliasonera.comCasting an eye over the year to come, and learning from the year behind, here are my predicts for 2013. Assuming of course that NASA are correct in their analysis …. :- In keeping with the increasing trend of visual and short attention span, this blog post became an infographic, showing six predicts- Here is my seventh: the year of 2013 will be the year of Doing. The year of speed in execution, of walking the talk - the year of transparence and showing what you are all about . My keywords for...Tue, 18 Dec 2012 21:22:04 +01002012-12-18T21:22:04+01:002c7fa127-39d9-404c-b93c-829d729781f3http://www.teliasonera.com/en/newsroom/blogs/my-blog/?blogId=5&entryId=135priya.sawhney@teliasonera.comEarlier this year I talked about the trends we can expect 2012 in TMT (Telecoms, Media and Technology) What does it look like, in the last quarter of this year? The digisphere : our virtual world is becoming as integral a part of our lives as our physical world. Mobile applications, Spotify, streaming films and of course the ever present virtual friends and twitterati thanks to ubiquitous social media. Device boom : Tablets, laptops, smartphones, Kindles and others. All complement rather than...Wed, 07 Nov 2012 23:09:43 +01002012-11-07T23:09:43+01:005110b209-ca6f-4a49-b078-cba09f750b11http://www.teliasonera.com/en/newsroom/blogs/my-blog/?blogId=5&entryId=33priya.sawhney@teliasonera.comI had an interesting discussion last week regarding whether a company’s strategy should address issues related to organization culture and performance management. My argument was that when an organisation consistently fails to execute over a long period for reasons related to culture among other issues and the company is losing out on business and market share due to this – then yes organisation culture and competence (for example creating an organization that understands its business and...Wed, 28 Mar 2012 15:50:10 +02002012-03-28T15:50:10+02:00http://www.teliasonera.com/2/trends/http://www.teliasonera.com/2/trends/Mon, 13 Feb 2012 12:08:00 +0100