Off Topic Thread
-- New thread creation ---
A thread to discuss the current trends and scenario of the Industry.
With the kind of partnerships and investments happening in the Industry, and the tech companies that are involved... it looks like 'customer data' is at the receiving end.
Need to see how it turns up! But I can envisage evolution of ecosystems on the top of this.
Next AGR Hearing : 10 Aug 2020
Learnt a lot from today's hearing 👍
Trying to understand the investor scenario and competitors involved!
Google || Facebook - Advertising based on Consumer Data
Intel || Qualcomm - Processors/Cellular Modems
conflict of interests? 🧐 🤔
Jio makes India the highest quality, most affordable data market in the world so that every Indian can do Datagiri.
Wish Jio considers changing the about of the company in the Media Releases. That word 'Datagiri' almost sounds and feels like 'dadagiri' (context may differ from region to region) which is not even sounding well to any sensible person.
May be they want to attract only the masses, but this isn't expected from someone as big as them.
Also as a personal take, I would stay away from using products of companies with such tonalities.
I know vegetable kichidi now investor kichidi happening in Jio fiber.
Personal Opinion : It needs to be seen what's the verdict going to be. A curious case, not just for India, but for the world.
1. 15, 20 or whatever years - for the dues which were known earlier, may be manageable.
Attention customers - Indirectly, you are the ones who would be sharing the burden too.
2. An unexpected situation for Airtel and Jio, if the verdict requires payment from Jio and extra payment from airtel.
What is Jio's answer going to be for its foreign investors?
3. Also this 15, 20 years requested is for the payments/dues known earlier but not on the new extra payments which may come into the picture(as per the verdict). So, will telcos be given extra time? Something which we need to wait and watch.
DoT being a spectator - Have no words for it.
Suppose things go well, no issues, but if things happen the other way, what message are we going to send the world?
Dear Foreign Investors, this may be a huge market, agreed. But if some concerned approaches and invites for an investment, make sure you first check and get the regulations clear and precise(you may be already aware). I believe India's next-generation don't want to set a context on something which we are not keen on either. Companies should be in a position to only focus on the real competition and business, but not on the deviating factors and issues. Make sure you avoid catch 22 situation.
Finally, some concrete numbers before eyes to plan things accordingly - 10 Years.
This is going to define how well are we going to use the Internet,
What digital services are essential and valuable,
what are hyped and what are useful!
Attention Users: Discipline is the core aspect here on mobility.
No doubt, Jio's Tariff plans are always disruptive and shake markets. I wonder and often question my self if they even make some money from the plans which they offer? But the company proved 'YES', and I need to believe it.
Jio's timing of the launch of its new Fiber or Postpaid Plans at a time when tariff hikes are inevitable is thinkable and understandable that they don't last long.
From my understanding, if I'm not wrong, these plans are launched with one intention: Show the market - I'm just good and super affordable if allowed or possible.
Like the 6p IUC, can we expect a reason and video explanation for the hikes in case if it happens in future?
Not even Jio's, I believe the plans of that of Airtel or VI won't last any longer. They( 2 telcos) are responsible and need to pay AGR dues along with other payments to the banks. In a logical sense(which I leave it to the reader), Jio lost the pricing lever which you think they had.
Airtel responded to Jio's Fiber plans, and I'm waiting for BSNL now!
BSNL can give a fight to the competition (currently in the market) on the FTTH segment. Still, they will not be that aggressive in customer acquisition or competitive enough (in customer experience perspective) to be a threat. They walk at their own pace and serve the customer if they can, else the customer themselves will walk away.
Until then, waiting for the inevitable hikes (initial phase) to experience the reactions of the market on the new tariffs for the future.
-- Opinion as on date based on the current market trends.
Mobile Devices Play an essential role in tandem with the networks of telcos to deliver an exceptional experience to end customers. OS is the core; however, the sad state of OS market share dominated by Android and iOS without peaceful alternatives is disheartening. Not something new, but the other day I was filtering (Sniffing) the data flow on my android device, and was disappointed to see around 100-300MB per day is being consumed just for the purposes best known to Android/App ecosystems.
This incident makes me remember the data usage monitor on the good old Symbian, Maemo(N900), Meego(N9) OS based devices. What you consume (the session data usage monitor on the device) is what the telcos have billed too. Missing the pure mobile usage centric operating systems.
Customer Categorisation, Segmentation or Profiling - Whatever the naming practice is.
I have been trying to understand the patterns and the scenarios which are in practice for categorising a customer for quite some time now. To quickly highlight the practices in existence, please allow me to use the word 'flawed.' These practices also give us a hint of the mindset, culture and values of the company towards its customers. During this understanding process of mine, I may have been a victim of these bad practices too. The loyalty benefits which are in the market are also a result of the same, and some are for brand sake.
While not having ample time to elaborate the same, I have quickly highlighted my thoughts below:
1. Since 2016 when the market itself is disturbed or disrupted (whatever we courteously call it), how can any data point from the current scenario be of help?
As an example: I used to spend in 4 digits per month on each number of mine during the pre-2016 days. Now, if I'm segmented in a 3 digit category, whose mistake it is? The market has downplayed the customers' actual buying potential.
2. New technology 4G and beyond - Everyone wants to experience the latest technologies. Maybe churn happened to experience the same from 2G/3G to LTE? Are telcos able to pull them back?
3. Network Deployments: Telcos are continuously working on deploying the latest advancements on the live network. Users' experience may have enhanced or degraded. So, are these scenarios considered too when customers' PORTing data is considered?
Are telcos really fixing the genuine problems of serious customers who are PORTing out? Apart from the retention plans, I can say No from my experience, except for customers on telcos' lists (which were created using substandard practices, and some may be coincidentally good) not in many cases I have seen and witnessed.
Then how can PORTout be any parameter of help to segment? I'm referring to genuine customers and not those who port just to avail retention benefits.
The rigorous practice of offering retention benefits to match the competition started with the disruption in the market, but don't see a need for it in the future. When the service quality and loyalty programs are impeccable, there is no need for retention benefits at all. Isn't it? Can telcos give a thought to it?
4. Usage: When there are no rules, how can a customer be expected to follow the discipline? One side there are dirt cheap voice and data offerings, and on the other side, can the industry expect a disciplinary usage?
Voice: The calling patterns have also drastically changed with UL benefits. In the current scenario, when one party solves the purpose of making a call and conveying a message, how does it matter which side the call originates? We never know, who sends 'call me' in an IM and which side the call originates.
I agree that there are abusers, but why does a genuine customer be differentiated when he/she uses whatever he/she paid for? The telcos should have done the pricing right if they have any usage issues. A typical consumer mindset is to use whatever they have paid. Irrespective of an individual's discipline or approach it is the telco's responsibility to handle this with the pricing lever at their disposal. This is vast to explain, and I'm ending it here.
5. Customer Data-CAF-Onboarding: Do telcos have it right? I'm not referring anything about Aadhaar based onboarding.
Example: I have a VID based onboarding, and my DOB in telco records is wrong. I should be 50+ now as per it. So, what now? Any major decision based on age, the service experience or offering for a potential customer like me is at stake. Not sure if the telco has the right data and show the customer something else or if such a concern genuinely exists?
Ps: My VID has the correct data.
6. Customer Service: The less we talk about, the better it is. At times, I purposefully called to check the QoS (I know I've to face the consequences and some are purposeful too). If strategically planned and implemented, the entire CC services can be automated, thereby relieving customers from pathetic cc experiences and responses.
I've no clue about any practices that are followed, but I was able to comprehend certain logics from the experiences I have had. Sometimes I feel the practices contradict among themselves and conflict with the offerings.
There are numerous parameters to discuss that are impacted by the disturbances in the market which are hard to put forward in a go. We know multiple telcos have shut, and few have merged, and the last 4-5 years data is of no serious help to any telco IMO. But unless there is a fresh start, if anyone prefers to use the current data sets with self-proclaimed practices, then there are vested interests. Whatever, I believe any attempt to segmentation with the current data or practices is not a good thought. There are life cycle events too that may have happened or need to be considered before coming to definitive conclusions. Who should be responsible for the cumbersome and challenging cleanup task for someone's interests?
Ps: I'm Cloudera certified and experienced in working with massive data sets and data points. I believe that knowledge helps me to understand some portion of the backend implementations to an extent.
Amazon - Future Group - Reliance Retail
The first question arises - why is Amazon silent all the while when things progressed openly? Why now? Is it some sort of an arm twist activity to get something done by waiting for the right moment? Time gives all the answers without questions.
There were rumours earlier that an e-commerce company is looking to invest in telcos.
Good that such a thing didn't happen with Airtel or Vodafone.
I can say - ONLY TELCOS HAVE 'THAT' IN THEIR DNA, not anyone else. I wish the attempts of these technology companies to venture into telco operations in India while still holding their mainstream business activities never materialize.
An advertising company, an e-commerce company or whosoever for that matter can never have that core telecom in their values or mindset considering their mainstream business activities or interests. Also, the companies mentioned above try to find a way into the life activities of customers on the core of their offerings. Good, these companies achieved their positions with their innovative services. Still, I believe if they expand their base into the mainstream connectivity, then it is better to stay away as they are data-driven companies.
As a serious customer, if an advertising or e-commerce company starts a telco or partners with one, I would better stay away from such a telco and suggest my circle also to follow the same. I would be happy to avail e-commerce or other services from the e-commerce company but avoid the core connectivity services.
Envisaging the case of an e-commerce company based telco :
1 . Why as a customer I would like to receive SMS, notifications or emails about a product just arrived, product in stock, Diwali Dhamaka offering alerts from my telco or its partner?
2. So, if I buy something from its online or offline store - the telco would distribute free voice, SMS and data in exchange? A move which would undervalue the telco services and industry.
3. To avail customer service, the telco expects a customer to come around, visit their offline store, buy a maaza or do some shopping (spend) while his/her Token No. arrives? - How awkward it sounds.
-We have seen one such telco already and do we need to be ready for an enhanced version?
4. Buy a bag of rice and get 1GB data for free, buy vegetables and get free voice.
These companies don't care what they do to the telecom industry; their main motto would be to sell goods and accumulate customer data. They just use connectivity services as toppings to achieve their objective.
Enterprise: Offer Cloud Services as an Add-on?
I have nothing to do with the companies involved or their interests in an open market like India; I'm just trying to imagine the use cases, future and placing my thoughts on the Industry scenario. The initial years during the customer acquisition phase combined with offers, combos will be exciting, but the search for answers to the questions that come later will be a task. Anyways, my best wishes are with the companies in the context, if they have similar plans like the ones discussed above.
These kind of service offerings would remain in the secondary slots for some time and fade away slowly. Why? Better experienced than explained. A service provider with such interests would again be a distress to the already disturbed industry like ours.
To safeguard India's Telecom interests and consumers, it would be better if regulators consider including a clause(for a certain time - till things are stabilized) in teleco licensing conditions that only those with previous or current business activity in the field of telecom can apply for a license. Also, eligible those new entrants whose core business activity would be only around telecom, hardware and infrastructure. Else India would become a playground for every XYZ company who is capital-rich to come and test their concepts in the country while spoiling the Industry scenario and business of other serious players too. If regulators don't consider taking measures at the right times, our country would still be looking for homegrown technologies and manufacturers in the future too.
Like always, if our regulators look for short term benefits and take things lightly, then there is nothing that can be done for the future. We never know how long does the aftereffect cases take to come to conclusions.
And MVNO, I don't even consider them as serious players unless their roots are deep in telecom. They will be like any other Addons to the vanilla services which may be used by a 'segment' of customers.
I believe the reputation Indian Telecom market has accumulated on a global scale till now is enough, be it with 2G, AGR, or disruptive practices. DoT and TRAI can you help put India on global Map for Innovation and Business? Do we need to be a playground for vested Interests? Why do such things only tend to happen with our market? Can we be responsible?
Opinion based on current market dynamics
Multiple personal viewpoints involving telecom and non-telecom.
1. WhatsApp - Thank you. Whatever your intentions are, you have done some help in disguise. You just helped to pull some crowd or stir a hornet's nest.
2. Jio - The immediate thing that comes to mind when we heard the sad state of affairs of WhatsApp out in public is Jio's partnership with them. Good or bad, this just got tossed. And the trust once lost cannot be regained back, at least is what I believe. This silent ecosystem in disguise just got disturbed too.
3. Banks - Considering the current scenario, though the core purpose of banks to utilise WhatsApp might be something else, I wonder how come such an untrustable platform is being used for sharing private/personal information. So, does this implies people with some sense will not even use or link it to the services? Maybe yes. There are companies too which don't even give traditional options for OTP except serving via WhatsApp. It is better to avoid them too.
4. Airtel - I recently did a data recharge only to check something, and yes, they always disappoint me with their non-consumer centric experience tactics or better say implementations.
5. BSNL - Better to ignore them and save our time. They aren't even worth to be considered. To those readers who are asking to share the experience, I will see if I can pull some time to share my experience as short as possible.
6. VI - Just checked if the internet experience has changed. VOLTE is getting provisioned/activated on mobiles, but the internet experience remained the same at least from my experience. I believe this might change over time with on going integration activity.
7. NGOs - This is the Highlight Headline
Now and then an NGO pops up, and we specifically observed patterns. We never know that such an organization exists until they hit the national headlines for specific interests.
Where are these NGOs when customers are struggling?
Where are these NGOs when genuine customer problems are paid no heed by the regulators?
Where are these NGOs who couldn't even do anything for BSNL? (Though BSNL is not worth the time, that's a different case)
They pop up out of the blue, and it is evident that there are vested interests.
8. Desktop OS - Dear windows, just one question? Why do you need 'C' drive information to be shown on the cloud account? Thanks to apple for purposefully slowing down the software on your devices. All the while I heard the news, but a personal experience/experiment never lies. Btw, I'm good at sudo from the early days and an Adieu for both of you.