A few weeks ago during a business lunch the topic of how customer service has gone by the way-side came up.  One of my colleagues told the story of how during a recent meeting with a group of rural telephone companies he came across a unique, but refreshing instance of customer service. While waiting in the small lobby for the meeting to begin, a woman came in, was greeted by name by the receptionist, and asked “Can you change my Internet password for me?”

Faced with a barrage of strategic trends that include cloud-based applications, IMS, LTE, Social Networking, and Over the Top (OTT) multimedia content delivery, many service providers are being forced to revisit their go-to-market-strategies and service offering differentiation. But to offer services anywhere, on any device, at any time, most networks must undergo IP network transformation.