Instrumented Interconnecteds Intelligent

Rob van den Dam, Global Telecommunications Industry Leader, IBM

Rob van den Dam, Global Telecommunications Industry Leader, IBM

By Rob van den Dam

The way we communicate has changed dramatically. Traditional telco providers are increasingly challenged by open Internet platforms that meet diverse, rapidly changing user wants and needs. Specialized communications apps like Skype are increasingly siphoning conventional messaging and voice calls away from telcos.

A new IBM study of 22,000 consumers in 35 countries out today shows just how disruptive these new kids on the block are to telcos. Fifty three percent of respondents use specific apps like WhatsApp daily to communicate with others. At the same time, almost a third have or will cut traditional voice calling. Nearly the same number have or will reduce their usage of direct SMS text messaging.

Social media too is redefining this century-old industry. It has not only become a primary communication vehicle for an increasing number of digitally-aware consumers, but it’s also allowed consumers to seize control of the decisions and reputation of the telcos themselves. The web, social media and word-of-mouth dominate traditional channels for sharing and researching information about telcos, their products and services. While the most preferred source for information is Internet search (71 percent globally), next is recommendations from family and friends with 59 percent, and social media with 56 percent. Remarkably, only 41 percent of respondents globally visit a telecom provider’s web site.

It seems that consumers increasingly trust their peers – and even strangers – more than telco providers. And their influence should not be underestimated; 39 percent of respondents said a key reason not to buy from or subscribe to a provider is discouragement from friends. And almost half (46 percent) said, word-of-mouth reputation is key before even considering buying from a telco provider.


Telecom companies need to recognize that consumers are in control and are conducting conversations in which they may not be included. As such, they must reinvent themselves in a quest to adapt and remain relevant. It’s about getting in tune with today’s digital consumers, becoming part of the digital dialogue to better understand their wants and needs, then responding with compelling user experiences. Fifty-one percent of respondents in our study said they will become more loyal when they have good experiences.

As could be guessed, getting high quality and compelling products and services is the most important aspect in creating loyal customers. Receiving quick and effective responses to questions and issues is the second reason for consumers to stay loyal. But less than half of respondents who do not even engage with their provider on issues said that’s because they always have to wait too long in the queue (49 percent) or it’s too much hassle (45 percent) to get through to customer service. Respondents believe their providers must perform better — in particular on personal and emotive aspects — to earn their loyalty.

Fortunately, systems that learn and other innovations are arriving on the scene to help telcos and their customer-facing personnel assist consumers with deeper insights from Big Data more quickly than previously possible. Armed with such tools, telcos can once again take control of their reputations and business models to improve and evolve the ways we all communicate.

Follow IBM Smarter Planet on Google+

Bookmark and Share

Previous post

Next post

September 6, 2016
12:50 pm

good artikel. harga produk hwi

Posted by: frutablend
July 26, 2016
1:05 pm

thank you. harga frutablend asli

Posted by: ruddi
July 21, 2016
7:25 pm

I feel this is among the most vital info for me.
And i am happy studying your article. But want to remark on some basic issues,
The web site style is wonderful, the articles is actually great
: D. Good task, cheers

Posted by: social media marketing
June 6, 2016
11:56 am

crystal x merupakan obat kewanitaan yang terbuat dari bahan herbal alami yang terbukti mampu mengatasi hampir semua masalah kewanitaan. Bentuk yang kecil membuat crystal x ini praktis untuk dibawa kemanapun, dengan cara penggunaan yang sangat singkat membuat bunda maupun sista tidak membutuhkan waktu yang banyak untuk menggunakannya.

Posted by: Crystal X
June 1, 2016
2:35 am

Worthy Article..

Posted by: Royal yacht charter Dubai
May 5, 2016
6:36 am

Its great to know about the details of the telecom factor. You can visit for more info regarding the service.

Posted by: Lucy Brio
March 23, 2016
4:47 am

In the top five of my favourite content pieces, thankyou!

Posted by: Connor Ross
March 13, 2016
12:54 am
January 26, 2016
6:33 am

Piper betle leaf oil, Eucheuma spinosum extract, Potassium alum sulfide, Aloe extract vera, CL 42090, Aqua water.


Piper Betle Leaf Oil ( Minyak Sirih ), Daun sirih berfungsi sebagai antimikroba, antijamur yang menyebabkan terjadi keputihan dan merupakan antiseptik alami.
Eucheuma Spinosum / Rumput Laut, Rumput laut banyak dimanfaatkan dalam dunia kedokteran dan farmasi antaralain sebagai bahan antibiotik. Terdapat juga kandungan Vitamin A, Vitamin E, Vitamin C dan Selenium yang mempunyai efek antioksidan.
Potassium Alum Sulfide ( Tawas ), Karena merupakan pembentuk koloid maka sifat yang sangat penting pada tawas adalah adsorpsi. Tawas dapat mengadsorpsi kotoran, racun dan lainnya. Tawas juga dapat digunakan untuk menghilangkan bau badan atau anti-deodorant.
Aloe Vera, Merupakan nama lain dari lidah buaya yang salah satu kandungan didalamnya berupa lecithin yang berfungsi untuk meningkatkan kekebalan tubuh, selain itu juga berfungsi untuk merangsang sel-sel kekebalan tubuh untuk membunuh sel-sel kanker.

website resmi crystal x di

Posted by: galih
November 19, 2015
5:49 am

This information must be outdated till now but can demonstrate the approx idea.

Posted by: Fahad
October 29, 2015
12:17 pm

Crystal X adalah herbal alami khusus untuk organ kewanitaan untuk membantu membersihkan kotoran di bibir vagina dan sekaligus yang ada didalam saluran vagina. Crystal X Asli Untuk Organ Kewanitaan Anda dengan penggunaan yang praktis dan simpel namun hasilnya sangat bagus sekali dan tidak menimbulkan ketergantungan bagi pemakainya dan sangat aman karena telah lulus uji kelayakan di BPOM dan telah mendapatkan sertifikasi halal dari MUI. Crystal X juga sudah mendapat Notifikasi Asia yang berarti produk tersebut sudah diakui keamanannya sampai luar negeri diantaranya Hongkong, Singapore, Malaysia, China, Arab Saudi bahkan peredarannya sudah merambah ke wilayah Eropa seperti Amerika dan negara-negara lainnya. Website resmi kami di

Posted by: galih idul wardani
September 11, 2015
5:33 pm

Very rapidly this web site will be famous amid all blogging viewers, due to
it’s good content

Posted by: cara pakai crystal x yang patah
August 24, 2015
8:48 am

It is dominated our life NOW

Posted by: color of the sea
August 2, 2015
12:01 am

This website truly has all of the info I wanted about this
subject and didn’t know who to ask.

Posted by: AmeliaYCallaro
February 18, 2015
7:51 am

I agree that Social Media has not only become a primary communication vehicle for an increasing number of digitally-aware consumers, but it’s also allowed consumers to seize control of the decisions and reputation of the telcos themselves. Awesome blog!

Posted by: Jane
January 22, 2015
12:33 pm

Great article, social media will only continue to dominate online marketing.

Posted by: Derek Brown
December 6, 2014
12:32 pm

If you want to lose weight and replace fat with muscle, you need to cut back on the carbohydrates and pack on the protein. At
the same time, you should be doing exercises that specifically target the abdomen. Gain control of this part of your life, and
those abs may be showing in no time.

Posted by: six pack shortcuts abs workout home Gyms
October 15, 2014
11:35 pm

It’s really a nice and useful piece of information. I’m satisfied that you shared this helpful information with us.
Please keep us informed like this. Thanks for sharing.

Posted by: mobile marketing
October 9, 2014
3:35 pm

Cobras and Mambas inject Neurotoxic venom which will affect the
nervous system and cause initial muscle weakness, blurred vision, difficulty in swallowing and breathing
and eventually paralysis. At times fashionable dresses will rate you a lot of money, so liquorish is sure name brands for latest dresses.
What about the office parties many of us has to

Posted by: celeb boutique sammy dress Review
October 8, 2014
9:27 pm

I have specified few great which are hundred percent
free to use and dedicated to latest Pakistan and Indian fashion, daily updated
fashion and you can also buy online via paypal and western union. The higher the carat of gold,
the more yellow, richer and golden the gold ring design will appear.
The list of celebrity fashion mishaps is seemingly endless.

Posted by: Bodycon damsel in This dress Clothing
October 7, 2014
8:43 pm

However, HCG is most active when women become pregnant. A miscarriage may give an abnormal test result because the fetus has either not implanted, or implanted improperly.
Real HCG diet plans can add elasticity to your skin.

Posted by: homeopathic medicines
October 1, 2014
5:08 pm

There is no such thing at the moment but there are goods that promise to stop additional hair loss and maybe restore some of the lost hair, if the follicles haven’t completely withered
away. These shampoo ingredients strip my hair of its oils, which
is overkill since my hair is already dry. * Ginkgo Biloba is an herb which has properties to help improve blood circulation to the scalp.

Posted by: quantum hair care products
September 30, 2014
7:47 am

Although HCG is only produced by females, HCG is an effective way to drop
excess excess weight for the two genders. It has all been compiled into one particular to utilize package that incorporates precise guidelines for implementing the merchandise.
You can consult your neighbors and family members for references.

Posted by: advice to help you really lose weight
September 27, 2014
3:24 am

This text iis worth everyone’s attention. How can I find out

Posted by: postal boxes prices
September 25, 2014
12:00 pm

Buses are the main source of connecting rural to the urban area.

Numbers of professional packers and movers of Delhi also
provide reliable and completely safe international shifting services.
Getty Center is renowned for its architecture, gardens, and views
overlooking Los Angeles. This is to indicate all
kinds of defects regardless of how simple or complex they are; way before the
defects result into serious problem. It’s tough for a property that has a cultural or time style that peaked 30 to 40 years earlier to be competitive with its contemporaries.
You can even present some gift vouchers of spa to take the
pleasure of relaxation on their birthday. Data storage is expensive on such a large scale and has a direct relationship to costs associated
with risk management, especially for companies that are
exposed to litigation or government regulation. As in every industry, not all vehicle wrap businesses are created equal.

Implement document management software system in your home, office and storage today to assist you with de-cluttering not only your paper filing
system, but any item that you can put a number onto to get
organized and be more productive. The companies are persistently good and this makes most individuals seek for
such shifting helps.

Posted by: metal movers in denver co
September 23, 2014
10:11 pm

Artificial baits include spoons, jigs, ribbon baits, rattler
baits & streamer baits. I have been using products from Newfields Baits for a while and their green lipped mussel extract is simply amazing.
Revealed in my unique readymade bait and homemade bait carp and catfish bait secrets ebooks
is far more powerful information look up my unique website (Baitbigfish) and
see my biography below for details of my ebooks deals right now.

Posted by: rockbox stagecoach theater in fredericksburg tx
September 14, 2014
5:09 pm

Testosterone is converted to dihydrotestosterone (DHT) which slows down or stops hair growth and produces weaker, shorter hair.
All you have to do is brush your hair with this product for about
fifteen minutes at a time. Simply put, the heat destroys
the whole hair follicle permanently.

Posted by: Hair restoration sacramento
September 7, 2014
4:52 am

It records all the transactions taking place in a company so that you can always have a check on the losses if required
and according to generally accepted accounting principles, the basic framework of accounting should always include finance and accounting records.
6) Easy export and import:- A tax preparer can easily import
W-2, Schedule D, Trial balance and Year-end balance, as
well as forms like child’s form 8615 and K-1 data from 1041, 1120S,
and 1065 are easily exportable. Not sure if the IRS has a copy
of a 1099 or W-2 wage statement.

Posted by: Boca Raton
August 26, 2014
1:09 am

These forms require you to have an employer identification number.
You are entitled to Medicare, even if you are not enrolled and
are not receiving benefits. This can eventually lead them to the courts,
which would spend them a lot more instead of just hiring a team
of financial experts, professionals who would work hard
to give them the business reports, analysis and assessments they need.

Posted by: Boca Raton CPAt testing center
August 24, 2014
1:57 am

If you are saying, “My wife moved out – can I get her back. This article has been flagged as spam, if you think this is an error please contact us. Many of the refugees are moving towards the capitol to receive whatever assistance that the government can provide which is not much.

Posted by: moving companies reviews yelp
August 22, 2014
8:59 am

Three: Answer questions but also ask your own – Don’t
be afraid to ask your own questions on top of answering their questions.
Despite the conveniences your company offers to your customers,
you may be seeing an unwanted decline in business.
Get help from your pals who’ve by now hired the movers.

Posted by: document storage companies in uae
August 9, 2014
5:35 am

They want you to come to the salon on a regular basis so they tell you
that you need to get a haircut every four to six weeks,
but it’s just a way for them to make more money.
To get hair loss reviews for both male as well as female
hair loss treatments along with extensive advice ensure that you visit is a fellow sufferer of hair loss and highly recommends the revolutionary
Hair – Max Laser Comb to stop thinning hair. We live in a climate that gets hot and humid and there are many activities to choose from.

Posted by: Capillus272 Laser Tattoo
July 30, 2014
12:48 am

As a leaseholder you rent a portion of ground from the freeholder.

An experienced real estate agent who has access to the MLS and
knows about the area you invest in is another invaluable member of your team.
1) You would have to find where and when you will
be capable of finding the right sellers. ” Time-share Estate ownerships are granted by deed and are actual real estate ownerships. Where to look for leads is rather obvious when you think about it. The scope of this inspection is to examine the flooring, the walls, the major appliances, and determine the necessity of making any repairs or filing any maintenance requests. It is great at repelling moisture and inhibiting the growth of potentially dangerous mold. A lease will give you exclusive use of the property for the period of time specified within it. In return these business establishments will get sound business on account of professionals working in the complex. We also obtained the airport clearance for the height of the building.

Posted by: commercial real estate loan calculator
July 25, 2014
8:24 pm

On account of schedule development, your organization is likely to
have the smallest achievable downtime which will benefit you essentially the most.
If you are moving in New York City or are relocating to the big
apple then you can get in touch with any of moving companies Nyc that can help you with it.
It is indeed a very expensive together with wearisome job to relocate your workplace collected from one of spot for a another.

Posted by: bailey moving and storage denver
July 2, 2014
9:18 pm

If you are serious about losing weight and living a healthier lifestyle, it is about time that you look more
into the HCG hormone diet. As a dieter, if you come across a particular flavour or herbal
tea type that you especially fall in love with, you can easily continue consuming it after the completion of your diet without having to worry about its effects
on your health. The benefits from HCG diet are proven; it knocks down weight from the body faster than other diets
available in the market.

Posted by: hcg weight loss walmart
May 14, 2014
3:21 am

Well written post on the fact of recent change in telecom service due to flourishing social media communication. Still people need to be aware of premium rate numbers that allows to gain a good revenue. providers like offering secured numbers which are quite beneficial.

Posted by: Andy twain
April 24, 2014
2:01 am

Being able to communicate effectively is the most important of all life skills. It is the key to your success—in relationships and in the workplace. Creating loyal customers may sometimes requires hard work and persistence but when you gain your customer’s trust you will surely increase your reputation as well as your sales.

Posted by: Bethany Downes
April 17, 2014
10:02 am

consumers increasingly trust their peers -its treu

Posted by: Akumuliatoriu supirkimas
February 25, 2014
8:32 am

Technologies as 4G LTE are providing the required pipe to enable this transformation.

Posted by: Juan Manuel
February 25, 2014
7:46 am

Nice post, very enlightening and easy to read…

Posted by: Julie
2 Trackbacks
February 25, 2014
10:00 am

[…] How Social Media is Recasting Telecommunications – A Smarter Planet Blog […]

Posted by: How Social Media is Recasting Telecommunications – A Smarter… | Social Media Marketing Exposed
Post a Comment