Telstra Gets Trendy
The first trend is the replacement of the traditional telco CTO position with a combined network-plus-IT role. This has already happened elsewhere -- BT Group plc (NYSE: BT; London: BTA) in the U.K., for example -- and has now happened at Telstra, where Michael Rocca will be Chief Operations Officer, in charge of "network, technology and IT functions." (See Bross Quits as BT's CTO.)
Rocca has quite a challenge in front of him, too, according to The Australian.
The second trend is the increasing focus on the "customer experience." (See OSS Firms: Are You Experienced?)
With competition intensifying from online as well as rival communication service providers, carriers are becoming more focused on making sure their customers are happy (something they should and could have been doing for years but either haven't bothered with or have been woefully poor at executing). Robert Nason will lead the Customer Satisfaction, Simplification & Productivity group, "responsible for improving customer service."
Good luck with that one, Bob!
— Ray Le Maistre, International News Editor, Light Reading