How to create the perfect customer experience? Interview with Telness Tech's Chief Customer Officer, Pablo Noguerol.

17th May, 2024

Telness Tech is currently one of the, if not the, fastest growing company in teltech as a category. In the midst of our rapid growth and increased demand for our software, we are committed not to lose sight of what is most important; the customer.

And who's better to reflect on this than our new Chief Customer Officer, Pablo Noguerol!

Filip Askviken, Chief Product Officer at Telness Tech.

Interview with Pablo Noguerol, Chief Customer Officer at Telness Tech

With us we have Pablo Noguerol, Chief Customer Officer at Telness Tech, to explain more how Telness Tech is uniquely equipped to solve this request for our client – enabling the customer to serve and launch all of their brands;

Welcome to Telness Tech, Pablo! First things first, we heard that you chose us several incumbent telco's, based much on your strong belief in our potential?

I initially heard great things about Telness Tech from my network and then met Martina over a coffee in London. One hour into the conversation and I realized the potential of Telness Tech solution to the market, and the strong performance achieved so far. I have worked on a large Telco BSS/OSS transformation program and have experienced a lot of the industry complexities from inside, so I know how important it is to have a seamless solution as the one Telness Tech offers to keep up with the continuously evolving user demands. But what really attracted me to Telness Tech was the undeniable sense of opportunity and innovation that permeates the company culture. Despite being a challenger in the telecom industry, Telness Tech possesses a unique agility and drive for excellence that larger companies often lack. I firmly believe in the potential of our technology and solutions to disrupt the market and deliver unparalleled value to our customers and MVNOs/MNOs across the globe.

2. What will you do here at Telness Tech?

As the Chief Customer Officer, my primary focus is on driving customer-centric initiatives across the business that enhance the overall customer experience and contribute to the company's growth. Drawing from my executive experience in operations and strategy in the Tech and Telecom industries, my goal in Telness Tech is to optimize our operations to better meet the needs of our customers. I have been on the other side of the table, and I plan to use that knowledge to understand our customer's pain points and aspirations, and tailor our services to exceed their expectations and foster long-term loyalty. We are a customer-driven organization, and I will aim to shape an efficient Operating Model that rows in the Customer's direction.

3. You believe that MVNOs (Mobile Virtual Network Operators) are the future in Telco, why is that?

MVNOs represent the future of telecom for several reasons. Most telecom operators are large and not so efficient cash cows, where innovation and digital solutions are more difficult to achieve; in a fast-changing and accelerated world, MVNOs become the best alternative for large operators to leverage their network infrastructure to run efficient operations through digital-first brands than can address the latest customer trends. MVNOs tend to offer a level of flexibility and customization that traditional telecom providers struggle to match. Our MVNO platform enables businesses to tailor their telecom services precisely to their needs, whether it's for a small startup or a large enterprise, or even end-consumers through B2C. Additionally, MVNOs empower businesses to leverage telecom as a strategic asset, rather than just a utility. This aligns perfectly with Telness Tech's commitment to empower businesses through innovative telecom solutions.

4. Pablo, tell us about yourself, outside of your many industry achievements and impressive resume. What do you do when you’re not working?

I enjoy too much working on great projects, but I strongly believe that to keep good mental sanity you always need to balance it with a well-lived life. I'm an avid enthusiast of various activities. I have a passion for physical fitness and challenging myself both mentally and physically. I have a fascination for aviation, and I'm currently aiming to get my private pilot's license. As an ex-founder I also find a lot of joy in working with and investing in other startups and engaging with the ecosystem. When I'm not in the sky (even if virtual) or hitting the gym, you'll likely find me buried in a book. The most recent one I've read is Wild Swans: Three Daughters of China by Jung Chang.

5. Having worked in Telecom and Tech extensively, do you have a significant perspective or belief that you hold dear?

Absolutely, there are many core beliefs, but if I can only mention one, it would be the importance of prioritizing the customer in everything we do. That said, I strongly believe that we are nothing without the amazing team behind, so it goes beyond just how we treat our customers; it's about how we support the growth of our teams, run operations, allocate resources, develop products, and shape our overall strategy. We pride ourselves on providing the most seamless and customer-centric experience possible, and in an industry where customer loyalty is paramount, our unwavering dedication to putting the customer first sets us apart and drives our success.

6. You’ve said that you are very impressed with what Telness Tech has built in terms of product, could you share more about that?

The product, our ADT, is such a game changer for MVNOs. That we’ve enabled some of Europe’s highest rated MVNOs, increased revenue and reduced OPEX at the same time requires a product and delivery that is solid. A lot of Telcos, several much larger than Telness Tech, rely heavily on talking about solutions. We don’t just talk about them, we have them. There’s such a product and solution-oriented culture here and a product that ultimately speaks for itself.

7. Telness Tech is growing rapidly, and outside of our product we are also known for our high-performing yet warm culture at the company. What’s your managerial style and how does it fit into Telness Tech’s?

Culture is king for me. We are a fast-growing scale-up where work is intense but very exciting at the same time. No day is the same at Telness Tech, but this fast- growth can't be kept without nurturing an engaged team and a warm culture across the business. I had a professor at Imperial College London who loved saying that "culture eats strategy for breakfast", and it can't be more accurate. Telness Tech clearly represents an engaged team that really cares about the business and its customers, and I wouldn’t have joined if I hadn’t seen the essence of growth mindset in all the conversations I had. As for me, personally, I like to be surrounded by smart people who can hustle their way around to make things better and more efficient. I believe that passion takes you places, and I always aim to keep my teams motivated and feeling passionate about what they do, because what is a job without a purpose? Nothing! And with the fast growth we are experiencing right now in the US and across the world, there is truly a lot of purpose on what we do.

8. Finally, Telness Tech is currently at a massive growth trajectory. How will this benefit our current and future customers with you in place?

Over the last few weeks, I have been impressed by the rate at which we are expanding our customer base in countries like the US. We are at this stage in which product-market fit is clear and we need to make sure we are there to deliver the best of the best services to our customers. The expansion is also giving us a lot of learnings, not only on how to scale internationally but also on expanding our product features and improving our customer operations.

But it is not only about bringing new customers in, it is also about taking care of the existing ones and those who believed in us from day one. These customers will benefit from the expansion as they see the product grow for them.

We will strive and will keep striving to deliver the best possible customer experience for them, irrespective of how big our operation becomes. As for me, I aim to become a trusted advisor to our customers, bringing my knowledge, experience, and network in Telecoms to help them through their individual user growth journey.