Caroline Chappell leads Heavy Reading's research into service provider cloud adoption for internal IT, enterprise service delivery and network functions virtualization (NFV) purposes. She also covers technologies that support telco application development and delivery and customer experience management. She is currently tracking the impact of SDN and NFV on telecom organizations and has a major interest in the new architectures and management systems needed for operating SDN and NFV-based networks. Caroline has over 20 years' experience of researching and writing about the ICT industry for global analyst firms and her work synthesizes a broad understanding of ICT innovation with a deep knowledge of telecom market dynamics.