T-Mobile Netherlands – Strategise, Disrupt, Transform - The Journey by iThink Media

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We discuss T-Mobile Netherlands with board member and Chief Tec (CTIO), Kim Larsen; Director Str and Director of Information 2

Written by Anna McMahon •

s’ latest milestone achievements chnology and Information Officer rategic Planning, Maurice Ketel; Technology, Cristina Petcu. Produced by Danielle Harris

T-Mobile Netherlands phone company in The merged with Tele2 he challenge facing CTIO, Kim Larsen; Director Strategic Planning, Maurice Ketel; and Director of Information Technology, Cristina Petcu, was to integrate the two companies. And it was no mean feat, as Kim explains, “It really doesn’t just happen overnight. There was a lot of planning and detailing beforehand, and a ton of preparation goes into such a merger. We believed that by consolidating our businesses, we could become a really strong challenger in the Dutch market, significantly improving our strength on mobile and giving us the size to become disruptive in the fixed broadband segment. This, we also committed to the Dutch consumer and our customers. A commitment we have more than kept.” Once T-Mobile Netherlands had a formal date for the merger, the two companies could really start talking about how they planned 4

s is the largest mobile e Netherlands, having 2 in January 2019. to complete the integration and migration of customers, whilst getting the whole organisation involved in the process. Kim says, “We soon realised that our plans were based on quite optimistic assumptions. Many of the things that we thought would be easy to accomplish turned out to be more difficult or required a different solution than the one we originally had planned for. Whilst we could get started on some parts of the merger from January, other parts took up to six months before we had a credible plan that all stakeholders agreed to. No plan survives contact with reality.” Maurice, responsible for the technology Tele2 post-merger integration program, continues, “First of all, you need to have an organisation that supports the changes, so getting the two companies acquainted with each other was a priority. We had previously acquired Thuis, owned by Vodafone, so there was also integration work on 5

HUAWEI IdeaHub brings collaboration closer with intuitive smart With whiteboard collaboration, high-definition projection and video conferencing, the Huawei IdeaHub helps deliver new styles of work As an unprecedented year draws to a close, it is clear to many businesses that some work styles that have been entrenched for years are going to have to change. Whether working from home or with a gradual return to the office, many workers around the world would have learnt one thing – the urgent need for closer, more effective collaboration through digital means. HUAWEI IdeaHub, a smart interactive whiteboard and screen that integrates many of today’s most important office productivity tools, is created with that need for enhanced collaboration in mind. With it, staff can meet in a room to quickly share concepts and discuss ideas and plans for a new work year, for example. They can also connect with colleagues across the world who are linked over the cloud, allowing for a meeting that is as close to “live” as one can get today. Everything on the Huawei IdeaHub begins with a modern, user-centric design, because the device is aimed at allowing humans to better work together. The design features a large 65inch or 86-inch 4K display that brings realism to a new level, enabling people to interact and share more convincingly. To ensure that the collaboration is effective, the 4K screen offers smooth projection with its 60-frames-per-second and 4K H.265 video capabilities. This way, videos are clear and sharp.

The high-quality video capabilities here also enable a mouse to be pointed more accurately on screen to focus on a segment of a presentation or image, for example. This is a key difference from another large screens that may be less sharp and cannot show all the details that are important to a meeting. Besides visuals, just as important in a meeting is the audio. For this, the IdeaHub delivers hifi-grade audio that will make the interaction as “live” as possible. On top of this, the Huawei IdeaHub is able to smoothen out the common issues with meeting rooms, by cancelling acoustic echo and suppressing noise automatically. It also automatically enhances the voice of speakers so that each message comes across clearly. Still on audio, a new technology called acoustic baffle enables meeting participants to define the sound pickup scope so they can eliminate the impact of ambient noise. In other words, this artificial intelligence-driven feature can create a personal conference space even if you are speaking in a large room. How do all these features come together? Is it difficult to set up the Huawei IdeaHub? The good news is that it supports smart projection, so content can be projected onto the screen either through a wired or wireless connection for convenience. If there is only one presenter, all he has to do is plug his laptop or smart device into the screen.

HUAWEI’S NEW COLLABORATION DEVICE FEATURES A BUILT-IN MICRO ARRAY THAT CAN PICK UP PARTICIPANTS FROM AS FAR AS 8 METRES A CAPABLE OF CLEAR, CRISP AUDIO WHENEVER EACH PERSON IN A ROO 6

When someone else wishes to share the screen, say, from a remote site, he will receive a prompt to allow that. Wireless projection is another big plus, especially when groups of executives meet to share their content. The IdeaHub enables up to 20 projector sources, so 20 people can easily switch between presentations as they connect wirelessly to the screen. Of course, showing a video or presentation is just one part of a great meeting. Having the ability to easily interact with the content is key to delivering a compelling message. For this, the Huawei IdeaHub offers “reverse control”, which means a user can control his PC from the screen as well. This way, he can simply double-tap on the touchscreen and, say, edit a document in real time. He can also flip pages on a Powerpoint presentation by touching the screen itself. The interactivity extends to enhanced whiteboard collaboration as well. With a built-in digital whiteboard that enables easy annotation, for example, the Huawei IdeaHub enables participants both at a meeting room or joining remotely to have control of the contents of the screen.

latency offered by the Huawei IdeaHub means that a user can draw as easy as pen and paper. With these groundbreaking features, the Huawei IdeaHub is ready to plug into the new work styles of the future, as workers begin to work more closely together in teams often spread out across the world. To get ideas on a board and have them executed quickly, the first step could well be sharing them on a smart collaborative screen. Find out how the Huawei IdeaHub can boost collaboration from your local representative. Dirk Theed Anton Van Waardenburg dirkt.waardenburg@huawei.com

This way, a meeting becomes more interactive, with ideas shared more effectively and acted on instantly. So, no more waiting for followup e-mails and other less effective tools. It helps that the screen comes with a natural handwriting experience as well. The 35-millisecond ultra-low

OPHONE AWAY. IT IS OM SPEAKS UP. 7

that side to be done. We were therefore merging three networks, three ways of working, and three company cultures, all together in one clear plan. We also did not want to neglect our heritage, our existing customers, our history of being voted the best network in the Netherlands, and our mission to improve the experience of our 8

customers whilst increasing our operational efficiency.” Kim adds, “Every organisation has its own culture – the set of norms, values and assumptions that govern how people act and interact every day. It’s ‘the way we do things around here’. One of the biggest challenges of nearly every

acquisition or merger is determining what to do about culture. We had the challenge but also, at the same time, the privilege, to take the best of the three worlds of T-Mobile, Tele2 and Thuis, and converge those towards a new culture actively.” Maurice emphasises, “In support of all the defined plans for the

merger, an integration program was initiated. The goal of the program was to deliver on all aspects of the merger. One program supported by all parts of the company. The technical side of the program was focusing on consolidating the respective mobile and fixed networks, introduction of FMC capabilities 9

across the networks, and creating a Tele2-branded T-Mobile IT stack, supporting all customer migrations, all within budget and within time essential to deliver the committed synergies. In addition, the technical part of the program was aimed to support programs of our Finance, HR and Customer Operations teams. All parts aimed at increasing network quality, improving internal and external customer experience, and achieving synergies whilst keeping customer impact to an absolute minimum and never forgetting about operational stability. You can imagine that this was a very complex task.” One of the first deliveries was hosting the company’s newly-acquired Tele2 customers on the T-Mobile network via national roaming. This enabled the customers to experience a huge step-up in quality, allowing for the Tele2 network to be switched off. The next big step was hosting more than one million Tele2 customers on the T-Mobile IT systems. Cristina is responsible for T-Mobile Netherlands’ IT transformation programs. 10

Build a Fully Connected, Intelligent World

HUAWEI IdeaHub Advancing the Collaboration Experience Modern work requirements The COVID-19 crisis reinforced the importance of having the right digital collaboration tools to help workers maintain contact with their colleagues when working remotely. To meet the new reality of greater dependence on digital interaction, investing in new generation technology that can enhance the collaboration experience is important. This includes the use of high definition or ultrahigh definition 4K video at high frame rates. The use of low latency connections and highspeed processors can also go a long way towards eliminating the lag often seen in presentations. And the process of creating and attending sessions should also be as simple as possible.

Audio quality has been designed to match, with a built-in microphone array that features an 8 meter sound pickup zone, and which can be extended through an external array. For the listeners, the IdeaHub features active echo cancellation, automated noise suppression and automatic gain control, with additional audio enhancement technology that ensure the clearest audio experience for attendees. Whiteboard collaboration enables interaction between local and remote users, and numerous apps come pre-installed with the IdeaHub. And when not being used or collaboration purposes it can also function as a digital advertising or bulletin board solution.

Conclusion

Exploration of HUAWEI IdeaHub These ideas are brought together in the HUAWEI IdeaHub, the flagship model the IdeaHub series, which integrates a variety of capabilities including intelligent handwriting recognition, high-definition projection, video conferencing, and open office applications.

By combining the latest in audio visual technology with high-speed network and advanced presentation functionality, the HUAWEI IdeaHub provides the perfect solution for organisations who wish to maximise staff productivity and collaboration without the expense and inconvenience of constantly bringing people together. Find out how the Huawei IdeaHub can boost collaboration from your local representative. Dirk Theed Anton Van Waardenburg dirkt.waardenburg@huawei.com

Sporting a modern look designed around user needs, the IdeaHub maximises visual interaction through the use of 4K video running at 30 frames per second, coupled with Huawei proprietary Video Motion Enhancement.

DISCOVER MORE WITH CLOUD. The cloudiﬁcation of IT has become super critical for 5G to thrive and churn revenue growth engines globally. Over the last 2 years, Wipro has been a proud cloud migration partner to T-Mobile Netherlands — transforming their IT operations into a public cloud-enabled, nimble and secure business enabler, and helping T-Mobile Netherlands integrate Tele2 and other acquisitions seamlessly to become the #1 service provider in Netherlands. Want to learn more on how we support other services providers globally? Visit https://wipro.com/cloud and take the cloud plunge with us.

“Irrespective of th complexity of the m T-Mobile is focused transparency to it well as enhancing

he migration, d on offering ts customers, as their experience”

Intelligent automation: empowering telecoms companies to shape the future In the past year, the mass shift to remote working as a result of Covid-19 has clearly placed huge demands on telecom networks and contact centers all over the world. And more traffic doesn’t necessarily mean more revenue: quite the opposite in fact; higher call volumes can mean higher costs – and more pressure on agents. This is where automation can make all the difference. Robotic process automation has been around for some time: software ‘robots’ can automate simple repetitive tasks faster and more accurately than humanbeings, who are in turn freed from mundane work. Where automation becomes more interesting is when it’s combined with artificial intelligence – what we call ‘intelligent automation’ (IA). Now, the robot ‘learns’ and can complete more complex, non-linear tasks.

Intelligent chatbots This means that for telecoms companies, basic customer requirements such as identity checks or getting PUK codes (a mobile phone’s unique identifier), can be handled entirely by an intelligent chatbot that can work 24/7 via any channel (phone, laptop, tablet, even TV). The benefits for companies, agents and customers are clear: service is faster and round-the-clock, costs to companies are contained, and call deflection increases to relieve the workload. Working with T-Mobile Netherlands, Atos has developed and deployed an intelligent chatbot to handle straightforward service requests.

This is connected to T-Mobile Netherlands customer website and social media channels, as well as to customer and product databases, and has delivered returns on investment within its first year, with fewer calls to the contact center. We’re now implementing an Agent Assist application, which puts a voicebot to work helping the agent. So, when a caller makes contact, the robot identifies them, gets their basic details and request, then directs them to the right agent, who already has this information at their fingertips to give the customer a faster, more proactive service.

Growing sales and selfoptimizing networks We’re also exploring the value of IA in other domains with T-Mobile. In marketing, for instance, we can use customer data to increase sales and grow customer relationships. Using intelligent automation, every customer touchpoint on every channel can be better targeted and tailored to individuals, such as personalized ads and alerts on specific bundles, subscriptions, upgrades and other personalized offers. In the network domain, we can deploy IA algorithms to look for patterns within traffic and other data to monitor, detect and even predict any network anomalies before customers are affected. With technologies maturing fast in this area, optimizing any aspect of the network,

even marginally, can make major cost savings – as well as improving performance and customer experience so that, in effect, the network becomes self-optimizing.

5G: a critical enabler While IA’s benefits are already emerging across all these applications, it’s perhaps the advent of 5G that brings them most sharply into focus. Given the scale of change that 5G will bring – not least the shifts in capacity, complexity and demand – IA could be a critical enabler for companies to increase their revenue, compete effectively and deal with the high demand from volumes of 5G subscriptions and the breadth and depth of new products and services on offer. IA could help onboard 5G customers quickly and efficiently; it could handle most of the front-end 5G queries at contact centers to relieve busy on agents; and it could help manage network demand and dynamic bandwidth. And intelligent automation can deliver significant benefits within finance departments, with automated invoice processes and smart revenue collection. Perhaps one of the most significant benefits of intelligent automation is that it releases talent. No longer do skilled and intelligent people have to carry out repetitive data-collection, wrestle with spreadsheets or deal with the same customer queries over and over again. They can

work alongside the robots and concentrate on what they do best and find most rewarding. And they can be freer to be more customer-facing, thereby improving customer service and experience.

New hyperconnectivity Looking to where IA is headed, one fascinating development is the integration of vision in addition to voice and messaging. From digitally enhanced virtual meetings in which colleagues can clearly see each others’ expressions, to surgeons performing operations from the other side of the world, intelligent augmented reality and virtual reality applications will change the way people interact with the digital world. Again, the advent of 5G is key to the story: mobile networks will become more and more important in enabling the delivery of these new kinds of experiences. While the exact need and application of 5G may still not be clear to customers themselves, what’s not in doubt is the step change for telecoms companies, with intelligent automation on the roadmap. The advent of hyperconnectivity heralds new possibilities that will change society itself; as both users and facilitators, telecoms companies have a critical role in shaping the future. Visit www.atos.net/en/ industries/telecommunications

“The T-Mobile Netherlands partnership with Atos has unlocked the benefits of intelligent automation, initially with our new enhanced chatbot, through which we can offer an improved and more efficient service and a personalised and intuitive experience for our customers. We look forward to working with Atos to further explore the potential of artificial intelligence and more opportunities in a range of business domains to enhance and enrich the experience of our customers.” Kim Larsen, Chief Technology and Information Officer, T-Mobile Netherlands

“We created a strategy that aimed to offer the best digital multi-brand and FMC capability at best-in-class cost base through consolidation and lean operation in our IT department” Cristina Petcu, Director of Information Technology

Moving all those customers onto T-Mobile’s existing IT system was an immensely complex process, so the IT systems needed to be prepared. Cristina explains, “Running a big IT transformation during a merger is a huge undertaking. When we started merging with Tele2, we were already in a favourable position because we had set ourselves an aggressive, daring and ambitious IT strategy. Just as our mobile network is the best network in the Netherlands (and the world), we had a very similar ambition for our IT landscape. We created a strategy that aimed to offer the best digital multibrand and FMC capability at best-in-class cost base through consolidation and lean operation in our IT department.” “We started our transformation journey three years ago, so we had a good starting point to integrate the Tele2 customers. Our priority was to keep business continuity, which was a challenge, from an IT perspective, because we had to ensure that all brands (i.e. T-Mobile, Ben, Thuis and newly-acquired Tele2) were running at full speed ahead. We have migrated most of our infrastructure to

the cloud whilst changing our sourcing model and suppliers at the same time. On top of this, we had to accommodate the integration, focus on our operational quality, and establish state-of-the-art multibrand IT architecture whilst converging rapidly towards a best-in-class, cost-efficient IT operation.” Irrespective of the complexity of the migration, T-Mobile is focused on offering transparency to its customers, as well as enhancing their experience. Kim says, “During the last two years, we have consistently improved our customer experience scores, such as TR*M and NPS. I think that is a fantastic achievement, given all the transformation activities we also have been executing in parallel with our business as usual. It is one of the best mergers we have seen in terms of the execution quality and being sacrosanct of our customers’ experience. Part of that is how we have strived to use technology innovation to get us as far as we can go whilst keeping our business momentum.” T-Mobile Netherlands made promises to be the first to launch 5G in the Netherlands, whilst simultaneously undertaking a merger, an extensive IT transformation 19

Netcracker Digital BSS Netcracker Digital BSS leverages the power of AI leverages the power of AI to deliver superior & personalized to deliver superior & personalized customer experience customer experience “Thanks to our valuable partnership with Netcracker, we have been able to deploy their Digital BSS to drive our initiative for fixed-mobile convergence with a clear focus on service innovation and a superior customer experience. Netcracker’s support of Agile and DevOps methodologies gives T-Mobile Netherlands the ability to simplify complex business requirements and foster growth. We look forward to our continued journey with Netcracker to unlock the potential of BSS and provide customers with a rich and unique experience.” – Kim Larsen, CTIO, T-Mobile Netherlands.

Visit Netcracker.com for more information Visit Netcracker.com for more information

program, as well as making continued improvements in quality and efficiency. As if that was not enough to take up the time of Kim, Maurice and Cristina, the coronavirus pandemic then struck! Kim continues, “Looking back at 2020, it is an amazing accomplishment that we have outperformed many of our expectations. At the start of the year, Cristina and her IT team needed to get all our employees out of the office and onto a digital domain in just a couple of weeks. Technology moved from being office-based in our execution to completely digital, coordinating all of our complex programs remotely, from our employees’ homes. This is not something that had been done before. What we have pulled off here in the Netherlands is world-class, and it has been recognised within the industry, as well as among our shareholders.” Cristina adds, “It is a team effort and we really have a world-class team. Complexity-wise, this has been extremely challenging, kind of like building a bigger and more modern aeroplane and changing the engines whilst you remain flying at your operational altitude. 23

“When you have so many challenges, that is when our T-Mobile organisation comes together. We call it our Magenta heartbeat” Kim Larsen, Chief Technology and Information Officer (CTIO)

We managed to do this and, as a result, have set a new industry standard.” Kim stresses that it is thanks to the efforts of the entire organisation that the company has enjoyed such success. He says, “When you have so many challenges, that is when our T-Mobile organisation comes together. We call it our Magenta heartbeat. There has been a great understanding of each other and what we needed to achieve. It impresses me and I get goosebumps when I think about how well all the different parts of our T-Mobile organisation have worked together to meet all the various challenges we have faced over the last two plus years. In all this, we never forgot our customers; we always kept our eyes and focus on our customers’ experience and quality.” One such challenge during a merger is keeping the focus on the market. T-Mobile has been able to do this with price plans and new products that have traction, leveraging its strong mobile network. Kim says, “Clearly, it is a very competitive market, but doing what we have been doing does allow us to 25

On the journey to zero touch We are standing at the edge of a new era of transformation and unprecedented technological capabilities driven by Digitization, Industry 4.0, AI and, of course, 5G. The launch of 5G services in most of the countries in Europe, including The Netherlands, marks only the beginning of this era. Leveraging high throughput, ultra-low latency, enhanced reliability and connectivity will enable new applications for both business and residential customers, and for the first time use cases that are designed for specific industries. The underlaying technological enablers range from simple 5G NR [New Radio] access, to service-based 5G core architecture and CUPS and SDN enabled transport orchestration and whilst the full potential of 5G will be fully realized in the coming releases 16 and 17, one thing is becoming clear immediately, that network complexity will increase dramatically, which will make network management in the traditional way, impossible. The challenge is scale. Current network management systems are designed for human operation, based on well-defined protocols, metrics and heuristics, and to support a limited number of services such as voice, data, video and VPNs, all of which have a limited number of configurable options. The operations support systems (OSS) are closed, built with adaptors to support multiple element management 26

systems (per domain) from multiple suppliers. Over recent years, SDN and NFV have driven a move toward standardized model frameworks and open interfaces to network elements, but manual control remains, augmented by scripted policies and templates. Only by adding extensive analytics and automation, will real-time dynamic service delivery be enabled, which will fully realize the benefits 5G can deliver. A radical evolution toward zero-touch network and service automation is essential to provide the digital fabric for the next industrial revolution. Intelligent and predictive

Nokia is proud to be in T-Mobile´s transf automation will enable new levels of agility, responsiveness and efficiency for supporting the required automation and information services for a diverse array of industries and infrastructure. A new business and operations architecture will be created for network and service management, that will fully leverage data-driven machine learning, with common open-source frameworks. This will allow for resource control, assurance and the AI-based systems needed for

predictive orchestration, with dynamic network and service intelligence. T-Mobile Netherlands took, as part of its digital transformation and the integration of Tele 2 Netherlands, a significant step towards zero-touch network by choosing Nokia to provide managed network operation services of its multi-vendor

e a trusted partner formation journey. and 5G cloud native network, as well as managed security services covering all network elements. Automation will be realized through cognitive services on the Nokia AVA AI-ML system, which will transform the overall efficiency of the network operation and guarantee the resilience required in the digital era. In addition, the consolidation and modernization of T-Mobile Netherland’s existing DWDM networks into a single core and aggregation network, is leading

to a simplified network providing higher operational and cost efficiency. This has been realized through Nokia’s WaveFabric service-ready platforms and software portfolio. The key for network automation lays in the Nokia NSP (Network Services Platform) that provides network automation for faster delivery of transport services, optimized network utilization and traffic engineering, as well as the dynamic assurance that is needed for operating the network with maximum performance and reliability. The era of manually configured static, closed networks is at an end. The need to support a new virtualized network infrastructure, and millions of simultaneous virtual private services with dynamic flow identification and adaptation, will drive the implementation of cloud based intelligent automation a with deterministic performance. Find out more about zero touch operations on 5G Operations | Nokia Networks 27

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be more aggressive and be more disruptive than what we otherwise could have been without Tele2 and Thuis. We already have a super-strong mobile network (e.g. for the fifth time in a row, the best in the Netherlands, and for the second time, also the best in the world). Our focus is now on bringing our fixed network to the same level whilst continuing to improve the quality of our mobile services.” When everyone in the Netherlands moved from their normal business location to working from home, the levels of traffic in the network increased. Maurice explains, “Here we were with our plans for integrating the networks when, all of a sudden, it became of upmost importance to focus on keeping the same user experience for our customers. Our plans had to change insofar as we had to manage the integration, along with the additional capacity requirements. There were unforeseen capacity upgrades we had to perform immediately, whilst also keeping our longer-term focus in mind.” T-Mobile’s suppliers have been instrumental in the company’s 29

transformation journey over the last few years. It is thanks to collaboration with a select number of key partners that the company has been able to fulfil its goals. Kim continues, “It is not something we could have accomplished alone. Our suppliers have contributed tremendously. Huawei has enabled us to have the strongest mobile network in the Netherlands and also globally. They have always been aligned with our strategy and our view of being the best network. Nokia is running our complete network operations and has also made huge contributions to our transformation. They, along with the strong support of Infradata on the IP side of our networks, are essential in safeguarding our customer experience and network integrity. Detecon helped us immensely with all the preparatory work leading up to the merger. In the time afterwards, they continued to support us and update our plans, offering an outside-in view on how best to do things.” T-Mobile Netherlands migrated to a new CRM in 2019. It was a huge 30

“Across the organisation, we all work in a collaborative fashion. We expect people to take ownership and to be daring in their daily work. It is the only way to reach the level of success that we have attained” Maurice Ketel, Director Strategic Planning

operation, and Cristina and her team prepared with Salesforce for at least 12 months beforehand. She says, “We have been very selective in choosing our IT partners to contribute to our IT strategy. Salesforce have been incredibly supportive, while Atos, Wipro and Netcracker are all fully engaged in our objectives. You have to make your partners part of your plans from the start. I think the key to a successful partnership is the challenges we face also become their challenges.” On a final note, Maurice says he believes that part of T-Mobile’s success story comes down to taking ownership. He concludes, “Across the organisation, we all work in a collaborative fashion. We expect people to take ownership and to be daring in their daily work. It is the only way to reach the level of success that we have attained. It is fair to say that we have all been on a fantastic journey!” For further information on T-Mobile Netherlands, visit www.t-mobile.nl 31