It's not driven by changing things for the sake of technology, but always having in mind that we are improving or adding to the customer experience.

SM: A lot of what we want to do is around giving customers more choice -- so breaking away from traditional service plan structures and allowing them to use plans that meet their needs and, in a broader sense, the needs of friends and family members. It is about more socially-oriented product sets instead of the traditional one-to-one services that exist today.

SM: I believe we have a reasonable view of our customers, we can easily see what services each customer has with us and the interaction on those services. But I think the idea of a 'single customer view' is a very corporate-centric view and in my mind that's not very customer-centric.