Searching for Digital Identity Liberty Global s Transformation Journey

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1 Searching for Digital Identity Liberty Global s Transformation Journey Henry Minogue Director, Consumer Transformation Liberty Global Gemini Waghmare CEO UXP Systems 2017 TM Forum 1

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, M homes passed 25M customers 50.2M RGUs (video, internet, and voice) 10.3M mobile subscribers, 5M WiFi access points 2017 TM Forum 2

3 The Transformation Imperative DIGITAL ENGAGEMENT & OMNI CHANNEL Service fulfilment must move from physical to digital, seamless across every channel and service interaction TRANSFORMED SERVICE AGILITY As customers use more over-the-top services, they expect the same agility in our ability to evolve the user and service experience INTERNET CLASS DIGITAL CAPABILITIES Elevated capabilities based on data capture, user context, intelligence and analytics; new business and service monetization models GO BEYOND THE PIPE TOWARDS DIGITAL SERVICES 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 2017 TM Forum 3

4 The Challenges Constraints on Digital Transformation 1 Telecom Speed vs. Internet Speed Waterfall development for legacy systems Vendors have difficulty adapting to new world Processes and culture slow to change 2 Monolithic Systems Systems of record aging and customized Developed for a different paradigm Vendor lock-in or low knowledge base 3 Regional Considerations Separate BSS/OSS in most regions Varying vendor and architecture combinations Common requirements with regional nuances 2017 TM Forum 4

5 Our Approach 1 Moving to Internet Speed We have adopted a bi-modal IT approach to achieve agility and de-couple ourselves from legacy constraints Clearly articulate the vision of the company in 5 years Engage with vendors on an Agile approach Focus on incremental capabilities Take legacy systems off the critical path Bring systems to a minimum standard Accept instances where programs diverge from vision 2017 TM Forum 5

6 Our Approach 2 Innovating Above Monolithic Systems We are implementing a Digital BSS to overlay our legacy BSS USER INTERFACE USER EXPERIENCE 3 RD PARTIES Omnichannel Experience Layer Reusable building blocks Define the digital experience Extensible to third parties DIGITAL IDENTITY & USER PERSONALIZATION Digital Identity as the Engagement Paradigm Shift from customer to digital user Implement user lifecycle management above CRM Microservice architecture across any channel/service PRODUCT CATALOG CONTEXTUAL CRM CONTEXTUAL MARKETING DATA & INTELLIGENCE 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 CRM BILLING & RATING ORDERING & OSS DATA HUB & ENTERPRISE CUSTOMER MODELLING ANCILLARY SYSTEMS Legacy IT Systems Core telco capabilities (network & facilities based) Isolation, abstraction and exposure Fortification & replacement when necessary 2017 TM Forum 6

7 Our Approach 3 Leveraging a Common Platform, Supporting Regional Constraints Our Pan European Core as a Multi-tenant Intelligent Digital BSS 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 Comprehensive Solution 90% common processes across all LGI countries Enabling unified user journeys and processes across LGI Allows country specific overlays where required 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 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 2017 TM Forum 7

8 Our Transformation Journey Our Path Forward 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 TM Forum 8

9 Welcome to the Identity Economy Identity and Personalization are Increasingly at the Center of Digital 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 DIGITAL IDENTITY & USER PERSONALIZATION 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 2017 TM Forum 9

10 Digital Maturity Mapping How CRM & Identity Capabilities Vary by Industry and Digital Maturity COMPLEX CUSTOMER FULFILMENT 1 (ROBUST CRM) 1 1 Digital natives have varying CRM requirements; as their customer fulfilment complexity varies. But they all invariably have robust digital identity and user management 3 NON DIGITAL EXPERIENCE (SIMPLE IDENTITY) Digital natives have invariably robust user management, regardless of CRM needs DIGITAL NATIVE EXPERIENCE (ROBUST IDENTITY) 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 2 3 Operators likely have adequate traditional CRM capabilities, but must move to more robust user management, data capture, analytics and user experience 1. Fulfilment at Customer Interaction Point SIMPLE CUSTOMER FULFILMENT (POS, SIMPLE CRM) 2017 TM Forum 10

11 About UXP Systems We Power Digital Transformation with User & Identity Lifecycle for Operators 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 2017 TM Forum 11

12 The Journey from Here How will you enable your digital future? 1 Defining a Digital Delivery Model Will you pursue bi-modal IT or do you intend to continue with a single delivery model? 2 Investment Approach 3 4 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? JOIN THE DIGITAL HENRY MINOGUE GEMINI WAGHMARE 2017 TM Forum 12

13 Searching for Digital Identity Liberty Global s Transformation Journey Henry Minogue Director, Consumer Transformation Liberty Global Gemini Waghmare CEO UXP Systems 2017 TM Forum 13