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Eric Xu, Huawei's Rotating and Acting CEO, delivered an opening speech titled A Shift in Mindset towards Customer Experience-driven Operations. In his speech, Xu explained the change of customer experience and how this change has influenced the ways carriers transform their operations and infrastructure.
Xu said, "As the user experience continues to evolve, we need to change our network-centric mindset. We should focus on the end user experience and take a top-down view to explore agile operations and service models that end users will need. We must drive an operations transformation, which involves changes to the organization, processes, IT systems, and infrastructures. Facing these new changes, Huawei must also change. Merely providing products is not enough for us to meet customer requirements and expectations. Rather, Huawei must offer carriers with business solutions through providing new services model. Huawei has also defined operations transformation as our strategic priorities. Over the next three years, Huawei will invest US$350 million in developing methodologies, tools, and platforms for operations transformation, ICT infrastructure transformation. To facilitate carriers' transformation, we will provide a complete set of business solutions that encompass consulting and system integration services."
Dr. Howard Liang, Huawei's Senior Vice President and President of the Global Technical Service Dept, remarked, "Customer experience has become a primary driving force — it is driving the re-architecting of operations and ICT infrastructure and ultimately reflects the business outcomes. However the experience improvement is not an overnight task, to fulfill the operations and infrastructure transformation, all industry players shall collaborate with each other, share ideas, and make contributions in order to create business value and resolve problems along the transformation journey. Huawei will provide consulting & system integration solutions to support carriers' transformation strategy and create new value."
At the forum, executives from Telefonica, Orange, BT, Vodafone, DT, EE, Sunrise, Ooredoo, TM Forum, The Open Group, McKinsey & Company, SAP, OPNFV, ETSI, Forrester, and Light Reading will share their ICT transformation strategies, research results, and best practices.
