Disruptive trends are driving Communications Service Providers (CSPs) toward new service delivery models, but how do they close that gap between where they are and where they want to be? By delivering connected consumer experiences.
The roadmap to connected consumer experiences
“Today’s customers often start by asking themselves: What speed of internet do I actually need in order to run the services inside my home or small business? Then they’ll go with the provider who gives them the fastest speed they can afford that fits their need. Plus, most of them wonder, is there a real difference past 100 Mbps? The answer for almost everyone is no,” says Adam Hotchkiss, Vice President of Customer Solutions.
“Providers looking to stand out from the competition have to go beyond fast speeds and low prices. And that means focusing on how their subscribers are using the internet, finding the best way to keep their data and devices safe, and giving them more control and better connectivity in every corner of their home.”
STRATEGY BRIEF
Providers looking to stand out from the competition have to go beyond fast speeds and low prices.”
“
Adam Hotchkiss
Vice President of Customer Solutions
In the podcast titled Connected Consumer Experiences–part of a podcast series powered by Plume called Customer Experience, First–Hotchkiss delves into the tech advancements that enable CSPs to deliver a new level of service and customer experiences. Based on his insights, we’ve mapped out a pathway to successful business transformation and success in the smart services market for CSPs.
The roadmap to connected consumer experiences
1
The latest smart devices depend on access to fast, ubiquitous, and reliable connectivity. If CSPs can deliver this and build on that foundation with new digital and cloud-based services for their customers, the payoff is huge. The new operating model will allow them to defend their market position in the face of new competition and lead their business to a more resilient, thriving future.
Want to learn more about how CSPs leverage Plume’s technologies and services to deliver a new level of service to customers?
Tune in to our Connected Consumer Experiences podcast featuring Adam Hotchkiss, Vice President of Customer Solutions.
Listen to the series
Learn more about building a successful
smart home strategy.
Sources:
1. “The IoT Rundown for 2020: Stats, Risks, and Solutions,” Security Today, January 13, 2020
By 2025, the worldwide IoT will include at least 75 billion connected devices.
1. Cloud
1. Cloud
Move operations to the cloud.
Having a centralized cloud controller allows simpler, faster, cheaper, and less risky roll-out of new features and services without having to update the firmware on the devices themselves. With a cloud-based management system, CSPs can aggregate data analysis and learning on client behaviors and bugs, typical device/user patterns and behaviors, as well as improved methods for network optimization.
2. Network
2. Network
Leverage a cloud-based, open-source software service platform for delivering and managing network services within a home or small business environment.
In a cloud services architecture, CSPs control the top layer while the bottom layer—hardware and firmware—is supplied by chipset manufacturers. OpenSync, an open-source software service platform, acts as the connection between the customers’ devices and hardware, and the cloud. The system architecture comprises several layers, which enable WiFi optimization, control, intelligent learning, and data collection. The types of services that can be supported by OpenSync include WiFi management, cyber-security, parental controls, access control, and WiFi motion detection—which are becoming an integral part of service provider offerings.
3. WiFi
3. WiFi
Provide next-generation WiFi connectivity that is fast, secure, and optimized.
Before adding any smart capabilities, it’s critical that CSPs make sure their WiFi is built on a rock-solid foundation that can support such services.
Plume developed its adaptive WiFi technology with the future of smart homes and businesses in mind. With Plume adaptive WiFi, service providers can easily and quickly solve traditional home WiFi problems without the downsides of other solutions like repeaters or static mesh. And once they’ve done that, CSPs pave the way to providing their customers with a wide array of smart home offerings—while also improving customer retention, boosting business revenues, and reducing support demands and costs.
4. Security
Address security challenges with AI-powered solutions
All those Internet of Things (IoT) devices connected to your customers’ networks represent possible points of compromise. Customers typically aren’t IT security experts, but they know they need a secure digital environment to protect themselves and their families.
Smart security solutions can be a strong differentiator for CSPs in a competitive market. Plume’s AI security feature addresses all the vital issues, along with what Adam Hotchkiss calls the “AI Food Chain”, where each layer is the basis for the next level of capabilities. These layers are:
4. Security
Data collection: What happened?
Data analysis: Why did it happen?
AI predictive models: What will happen next?
AI predictive changes: Change what happens next.
•
•
•
•
5. Consumer
Start delivering connected consumer experiences
Digitally transforming your service portfolio is a means to a greater end—exceeding your customers’ expectations. With the right technology in place, offering real-time data and insights to inform your operational and business decisions, shape and enhance the services you deliver, and elevate the customer experience, you can show your customers that your services are different and worth every penny you quote them.
5. Consumer
6. Ecosystem
6. Ecosystem
Establish your place in the new digital ecosystem.
The time to digitally transform and become providers of smart services is now. Consumers are embracing diverse smart technologies for their homes and small businesses, and are increasingly willing to change who they do business with to obtain the services they want if their current providers don’t deliver.
1. Move operations to the cloud.
Having a centralized cloud controller allows simpler, faster, cheaper, and less risky roll-out of new features and services without having to update the firmware on the devices themselves. With a cloud-based management system, CSPs can aggregate data analysis and learning on client behaviors and bugs, typical device/user patterns and behaviors, as well as improved methods for network optimization.
2. Leverage a cloud-based, open-source software service platform for delivering and managing network services within a home or small business environment.
In a cloud services architecture, CSPs control the top layer while the bottom layer—hardware and firmware—is supplied by chipset manufacturers. OpenSync, an open-source software service platform, acts as the connection between the customers’ devices and hardware, and the cloud. The system architecture comprises several layers, which enable WiFi optimization, control, intelligent learning, and data collection. The types of services that can be supported by OpenSync include WiFi management, cyber-security, parental controls, access control, and WiFi motion detection—which are becoming an integral part of service provider offerings.
3. Provide next-generation WiFi connectivity that is fast, secure, and optimized.
Before adding any smart capabilities, it’s critical that CSPs make sure their WiFi is built on a rock-solid foundation that can support such services.
Plume developed its adaptive WiFi technology with the future of smart homes and businesses in mind. With Plume adaptive WiFi, service providers can easily and quickly solve traditional home WiFi problems without the downsides of other solutions like repeaters or static mesh. And once they’ve done that, CSPs pave the way to providing their customers with a wide array of smart home offerings—while also improving customer retention, boosting business revenues, and reducing support demands and costs.
4. Address security challenges with AI-powered solutions.
All those Internet of Things (IoT) devices connected to your customers’ networks represent possible points of compromise. Customers typically aren’t IT security experts, but they know they need a secure digital environment to protect themselves and their families.
Smart security solutions can be a strong differentiator for CSPs in a competitive market. Plume’s AI security feature addresses all the vital issues, along with what Adam Hotchkiss calls the “AI Food Chain”, where each layer is the basis for the next level of capabilities. These layers are:
Data collection: What happened?
Data analysis: Why did it happen?
AI predictive models: What will happen next?
AI predictive changes: Change what happens next.
•
•
•
•
5. Start delivering connected consumer experiences.
Digitally transforming your service portfolio is a means to a greater end—exceeding your customers’ expectations. With the right technology in place, offering real-time data and insights to inform your operational and business decisions, shape and enhance the services you deliver, and elevate the customer experience, you can show your customers that your services are different and worth every penny you quote them.
6. Establish your place in the new digital ecosystem.
The time to digitally transform and become providers of smart services is now. Consumers are embracing diverse smart technologies for their homes and small businesses, and are increasingly willing to change who they do business with to obtain the services they want if their current providers don’t deliver.
Download the guide for CSPs
Download the guide for CSPs
Download the guide for CSPs
Download the guide for CSPs
Download the guide for CSPs