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Reappraising communications in a dynamic space

Anand Swaminathan, EVP & Segment Head, Infosys, and Michel Langlois, Chief Development Officer, Calix

Highlights

  • "We don't know your persona anymore," Michel Langlois, Chief Development Officer at Calix, says speaking about the consumers
  • He notes that it is essential for them to transform their business model in order to transform customer experience
  • He notes that the service, or the experience associated to those devices are now forcing the networks to behave differently - more and more real time, mission critical, peer to peer

Communication, communication models, and even customers have been changing over decades, and Michel Langlois has been a part of many of those changes. Ask him about his career path, and he will share his experiences spanning more than three decades and how he has seen the network industry evolve over the years.

Speaking to Anand Swaminathan, EVP & Segment Head, Infosys, Langlois, who is currently the Chief Development Officer at Calix shares his thoughts about how the operating environment has changed in the communications space.

"Broadband is an interesting space. It's what we call the last mile, the device we put in your house to provide you internet services is a broadband access," says Langlois, as he compares the way a broadband network was earlier designed, to now, when the consumer is vastly different.

"We don't know your persona anymore," he says speaking about the consumers, adding, "Everybody shares a common infrastructure in the service provider space. And you're a demanding user." He also considers broadband to be essentially the last link between 'your device, your persona, and the service you want.'

Speaking more about the changing environment for Calix and its customers, the service providers, Langlois also notes that it is essential for them to transform their business model in order to transform customer experience.

"The challenge they’ve got is the proliferation of devices," he says, adding that the service, or the experience associated to those devices are now forcing the networks to behave differently. "It's becoming more and more real time, mission critical, peer to peer," he says.

Add to that an environment where customers who only remember service providers when the service is weak, sticking to just the service might not be productive. It will, in fact, place all the burden of the support on them.

"When you think of your device, I don't think you think about the service provider first, you think about Apple, Samsung, etc," says Langlois, adding, "They're (service providers) going to have to change and adapt, which forces them to have a business transformation."

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