© 2017 TM Forum | 1
Searching for Digital IdentityLiberty Global’s Transformation Journey
Henry MinogueDirector, Consumer Transformation
Liberty Global
Gemini WaghmareCEO
UXP Systems
© 2017 TM Forum | 2
About Liberty Global
▪ World's largest international TV and broadband company
▪ Leading operator in Europe
▪ Established player in Latin America and the Caribbean
▪ Revenue: $20.0 billion
▪ Employees: 45,000
▪ 50.1M homes passed
▪ 25M customers
▪ 50.2M RGUs (video, internet, and voice)
▪ 10.3M mobile subscribers, 5M WiFi access points
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The Transformation Imperative
As customers use more
over-the-top services, they
expect the same agility in our
ability to evolve the user and
service experience
TRANSFORMED
SERVICE AGILITY
Service fulfilment must move
from physical to digital,
seamless across every
channel and service
interaction
DIGITAL ENGAGEMENT
& OMNI CHANNEL
Elevated capabilities based on
data capture, user context,
intelligence and analytics; new
business and service monetization
models
INTERNET CLASS
DIGITAL CAPABILITIES
Cable’s industrial back office systems
to support the network drive significant
cost and complexity. New; capabilities
needed to diversify offerings in digital
service domains
GO BEYOND THE PIPE
TOWARDS DIGITAL SERVICES
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The Challenges
Telecom Speed vs. Internet Speed
• Waterfall development for legacy systems
• Vendors have difficulty adapting to new world
• Processes and culture slow to change
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2
3
Constraints on Digital Transformation
Monolithic Systems
• Systems of record aging and customized
• Developed for a different paradigm
• Vendor lock-in or low knowledge base
Regional Considerations
• Separate BSS/OSS in most regions
• Varying vendor and architecture combinations
• Common requirements with regional nuances
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Moving to Internet Speed
Our Approach
Engage with
vendors on an
Agile approach
We have adopted a bi-modal IT approach to achieve agility and de-couple ourselves from legacy constraints
Focus on
incremental
capabilities
Take legacy
systems off the
critical path
Bring systems
to a minimum
standard
Accept instances
where programs
diverge from vision
1
Clearly articulate
the vision of the
company in 5 years
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DATA HUB & ENTERPRISE CUSTOMER MODELLING
Our Approach
Innovating Above Monolithic Systems2
We are implementing a Digital BSS to overlay our legacy BSS
USER
INTERFACE
USER
EXPERIENCE
3RD
PARTIES
DIGITAL IDENTITY
& USER PERSONALIZATION
PRODUCT
CATALOG
CONTEXTUAL
CRM
CONTEXTUAL
MARKETING
DATA &
INTELLIGENCE
LEGACY
CRM
BILLING
& RATING
ORDERING
& OSS
ANCILLARY
SYSTEMS
Omnichannel Experience Layer
• Reusable building blocks
• Define the digital experience
• Extensible to third parties
Digital Identity as the Engagement Paradigm
• Shift from customer to digital user
• Implement user lifecycle management above CRM
• Microservice architecture across any channel/service
Omnichannel Enablers
• Drive intelligence into the digital experience
• Reusable components; dedicated functions
• Easy to plug in and replace if required
THE LINE
everything above the line is the “Intelligent Digital Platform”
Legacy IT Systems
• Core telco capabilities (network & facilities based)
• Isolation, abstraction and exposure
• Fortification & replacement when necessary
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Leveraging a Common Platform, Supporting Regional Constraints
Our Approach
Our Pan European Core as a Multi-tenant Intelligent Digital BSS
Country Onboarding• Brings digital functionality to countries as a full solution
• UI, configuration and integration in each country
• Leverages Pan European abstraction layer for integration
Comprehensive Solution• 90% common processes across all LGI countries
• Enabling unified user journeys and processes across LGI
• Allows country specific ‘overlays’ where required
The Common PE Core• Common denominator functions across all EU countries
• Multi-tenant solution running in private cloud infrastructure
• Single OPEX for multiple country implementation
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Service Onboarding• Allows integration of a service for all countries (e.g.: Horizon Go)
• Does not require the country to have Digital BSS deployed
• Rapid integration for white label or premium digital services
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Our Path Forward
Our Transformation Journey
We have already achieved digital success at our Cable & Wireless properties
• One private cloud digital BSS above 14 disparate regional legacy back ends
• New digital enablers supporting identity, self-service and digital entitlements
• Over 20 digital services launched in one year; one every 2.5 weeks on average
• New digital user journeys for all users, supporting new business and acquisition models
In Europe, we are well on our way to a digital platform to drive digital
• Architecture finalized and project underway
• Personalization & Identity Core (UXP Systems) go live completed in March
• 7 million users migrated to common digital cloud platform
• First 3 countries sequentially going live in May & June
• Swift & agile rollout to 7 additional countries in 2017
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Identity and Personalization are Increasingly at the Center of Digital
Welcome to the Identity Economy
• Digital business models rely on direct and digital
engagement between users and their services.
• The Internet Economy is underpinned by billions of
digital identities that broker experiences between digital
services and digital users
• Telecom operators have focused on the customer, and
the complexities of fulfilling services to those customers
• As digital drives us to simpler, personalized interactions,
operators continue to wrestle with customers & users,
Customer Management vs. User Management
DIGITAL IDENTITY
& USER PERSONALIZATION
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How CRM & Identity Capabilities Vary by Industry and Digital Maturity
Digital Maturity Mapping
1. Fulfilment at Customer Interaction Point
COMPLEX CUSTOMER
FULFILMENT1
(ROBUST CRM)
SIMPLE CUSTOMER
FULFILMENT
(POS, SIMPLE CRM)
NON DIGITAL
EXPERIENCE
(SIMPLE IDENTITY)
DIGITAL NATIVE
EXPERIENCE
(ROBUST IDENTITY)
Digital natives
have invariably
robust user
management,
regardless of
CRM needs
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3
Digital natives have varying CRM
requirements; as their customer
fulfilment complexity varies. But
they all invariably have robust digital
identity and user management
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2
2 Digital services, (the ones that
operators need to broker to avoid
becoming dumb pipes) have very
simple account / CRM needs.
Operator’s visions will drive their
investments
3
Operators likely have adequate
traditional CRM capabilities, but
must move to more robust user
management, data capture,
analytics and user experience
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We Power Digital Transformation with User & Identity Lifecycle for Operators
About UXP Systems
User & Identity Lifecycle Management as Digital Anchor
• De-coupled from legacy BSS, key component of digital stack
• Augments both new and legacy BSS/OSS stacks
• Brings operators to digital party with internet players
Digital Identity & User Management Drivers are Increasing
• Digital Enablement & Engagement
• Cloud Services / Digital Services
• Privacy & GDPR® Compliance
• User Data Driven Monetization
• Household Profiles, SMB & Large Enterprise
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How will you enable your digital future?
The Journey from Here
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2
3
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JOIN THE DIGITAL DISCUSSION
@inform.tmforum.org
HENRY MINOGUE
GEMINI WAGHMARE
Defining a Digital Delivery Model
Will you pursue bi-modal IT or do you intend
to continue with a single delivery model?
Investment Approach
How will you augment digital capabilities in
user & identity, analytics, context, data and UX
Digital Architecture
Will you overlay a digital stack, or implement a new
top-to-bottom platform with all required components
What is Your Transformation Roadmap
How will you minimize risk with an incremental
program, yet still move quickly enough to win?
© 2017 TM Forum | 13
Searching for Digital IdentityLiberty Global’s Transformation Journey
Henry MinogueDirector, Consumer Transformation
Liberty Global
Gemini WaghmareCEO
UXP Systems