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The wireless customer is ready to be able to have all manner of devices constantly connected to the wireless network anytime, anywhere, with consistent quality service in every location. But are the current wireless carriers and service providers ready to deliver what the customer really wants? Technology offerings from EDGE, EV-DO, Wifi, WiMAX and others continuously emerge with the label of new and improved. But panelists note that while innovation abounds many of the key challenges that impact customer satisfaction still remain. Coverage and reliability problems persist resulting in a lot of pain for users who are pressed into a pattern of adopting new technologies and switching between networks.
What is needed to get the carriers to start thinking about users first? What can be done to make users life easier? Some panelists believe the answer can be found in partnerships between new service providers and big carriers. Others believe that real change will only occur when wireless carriers abandon their current business model in favor of one that provides the price and reliability the customer desires. Whatever the answer, there is no question that there are business and consumer customers poised to further incorporate additional wireless activities into their lifestyle once they find a easy to use combination of technology and service to serve all their voice, data and entertainment needs.
Jeffrey K. Belk has served as senior vice president of marketing for Qualcomm Incorporated since 2000. Belk joined Qualcomm in 1994 and worked in business development prior to leading Qualcomm Consumer Products' marketing team in 1995. He initiated Qualcomm's global branding and marketing campaigns as director and then vice president of marketing. In 1998, his role expanded to include responsibility for corporate marketing and communications as vice president of marketing. In 1999, Belk served as senior vice president and general manager of Qualcomm Eudora Products, Qualcomm's award winning e-mail product line. Prior to joining Qualcomm, Belk worked at Proxima Corporation where he held various management positions. Belk holds an MBA from the University of California, Irvine and a BA degree in economics from UCSD.
Pierre de Vries is a Senior Fellow at the Annenberg Center for Communication at USC. After receiving a PhD in theoretical physics from Oxford University, he worked for a London-based venture capital firm. He then talked his way into art school, and after three years studying sculpture was hired by Microsoft to build prototypes of strategic products. His work there included managing user experience design for mobile devices; starting and managing technology incubations, including a community-based wireless mesh network; supervising the start-up of a European advanced development lab; and directing cross-company telecommunications policy. He left Microsoft in June 2005 and is now an independent researcher.
Selina Lo is the President and CEO of Ruckus Wireless. As a former vice president within Nortel Networks' Content Business Unit and Data Network Business Unit, Ms. Lo is most recognized for creating and developing the market for content-based switching. She was also cofounder of Centillion, where the first token ring switching system was developed. Ms. Lo has held other management positions at Alteon, Bay Networks, Network Equipment Technologies, and Hewlett Packard. She holds a B.S. degree in Computer Science from the University of California at Berkeley.
Juergen Urbanski is the General Manager of Fon in charge of the North American business. FON aims to provide free or highly affordable WiFi access to consumers worldwide. Juergen possesses more than 14 years of operating experience in technology, telecom, media and financial services across North America, Latin America and Europe. Before joining FON, Juergen was a Director of Marketing with Network Appliance. Prior to NetApp, he spent four years with McKinsey & Company's Silicon Valley office.
Om Malik writes for the popular blog GigaOm. He previously worked for Business 2.0, where he was a senior writer covering broadband and telecom. His first book, Broadbandits: Inside the $750 billion telecom heist, was released on May 15, 2003. He has also written for Red Herring and Forbes.com, and his writings have appeared in newspapers and magazines such as The Wall Street Journal, Business 2.0, Brandweek, and Crains, New York Business.
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