COMMS VISION 10-12 NOVEMBER GLENEAGLES PREVIEW
www.commsvision.com TRANSFORMATIONAL O2
O2’s vision for business transformation is based on solid insights developed through its many conversations with customers, the wider economic environment and an honest appraisal of peoples’ perception of the comms sector’s place in the market, says David Plumb, Head of SME, O2.
I
n his keynote address Plumb will explore how O2’s joined up communications
can harness insights to deliver real benefit for its customers. “The economic forecast for the year ahead and beyond creates a general business mood that requires suppliers to think and act differently,” he said. “We’ve identified key attitudes that many businesses are experiencing. Many business owners feel sensitive and unsettled about the new economic environment and change in Government. They fear that worse is still to come and may need reassurance.
“There’s a great deal of uncertainty currently, with people adopting a wait and see approach before committing to large capital expenditure or long-term investment programmes. Many are looking at a half empty glass and are tightening their belts while planning for the worst.”
David Plumb
We all have to earn the right to offer
business transformation Gleneagles Hotel
10th, 11th & 12th November 2010
www.commsvision.com
62 COMMS DEALER NOVEMBER 2010
www.commsvision.com
Another group are the ‘fighters’, observes Plumb, who are determined not to let politics and economic regulations interfere with the successful running of their business. “These businesses are aggressively hunting new markets and channels. Despite the pessimistic climate, they’re seeing strong new business growth,” Plumb added. “Finally, the fulfilled group
who feel content with what that they are doing and the people they choose to work with. They will often be social enterprises or people who’ve dropped out of the corporate rat race. They’re tackling the external uncertainty by focusing on what they love and sticking to what they know. This is the fastest growing segment and requires a new communications approach, which I’ll describe in my keynote.”
A vision for business transformation Taking on board what’s important to customers, O2 has looked at what’s happening in the ICT sector and developed a vision to help its customers’ businesses be more productive. Many customers are looking for predictability and this is accentuated by current market conditions.
“Businesses want to be able to spread their investments over predictable monthly costs, to receive a low cost personalised service that they can flex up and flex down according to their individual needs,” noted Plumb. “The bright – but potentially fluffy – future of cloud services promises to deliver this ability. But is the reality that customers are unable to fully embrace the hype? They have existing infrastructure, legacy contracts and concerns remain over security, compliance
and productivity. The winners in this space will develop customer friendly, hybrid models to provide pragmatic solutions.
“We all have to earn the right to offer business transformation. It’s essential to win people’s trust. We try to do this at O2 by giving customers a fabulous experience when they work with us. At O2, we’re committed to making more of our customers more satisfied with our services. It’s our rallying cry.
“Because highly satisfied customers are three times more likely to stay with you, they spend more than twice as much as the average with you and they’re far more likely to recommend you. At Comms Vision, I’ll share with you some of our experiences of how we’ve tried to surprise and delight our customers.”
About David
DAVID has spent 16 years working in ICT. He joined O2 in 2005 as Head of Partners where he has taken the channel to number one in the UK. Promoted in 2007, he now has responsibility for all business channels as Head of SME, creating a multi-channel sales organisation across channel partners, direct sales, telephone sales, retail stores and online.
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