Swisscom Labs: innovation for everyoneInterview with Niklaus Moor, Head of Swisscom Labs, Swisscom (Switzerland) Ltd

Isolated development departments with no relationship to the market are a thing of the past. Today, many companies rely on active customer involvement in the innovation process. Niklaus Moor from Swisscom Labs explains why this is beneficial for both sides.

Mr Moor, what are the Swisscom Labs and what do they do?

Swisscom Labs are the gateway to Swisscom innovations. At www.swisscom.ch/labs, we regularly report on the latest news from the world of telecommunications. We invite users to test products at an early stage and contribute their own ideas. In this way, we actively integrate people in the innovation process. The core group is made up of early adopters. They adapt to new technologies very early, actively exchange ideas and make their own contributions online. However, we also have visitors who come to our website for individual articles.

What do customers get out of Swisscom Labs, and how does Swisscom benefit?

The aim of the ideas platform is to develop better products together. As customers use our services every day, they know best what works and what doesn't. They are motivated to publish their own ideas, because as soon as the improvements are implemented they reap the benefits themselves. We can also establish priorities in a targeted manner based on the number and topics of feedback. Joint development also improves relationships – ordinary customers thus become valued partners.

With topics such as TV, smartphones and apps, are Swisscom Labs also of interest to corporate customers?

The labs are primarily aimed at private customers, but many topics will interest companies as well. For example, they manage device pools and also have a professional interest in the latest mobile devices. In addition, we present innovative business model solutions for the business area.

How do you ensure that ideas are implemented quickly and in line with requirements?

In the last six months, we received more than 400 ideas. We check all the ideas, but of course we can't implement everything. We can implement some ideas without major technical effort; for example the suggestion to eliminate adhesion contracts – and Swisscom was the first Swiss provider to do this. Other ideas, such as cloud storage, need more time. The important thing is that the author knows what's happening with his or her idea. I'm sure there is still room for improvement in this respect.

How and where can I interact with Swisscom Labs?

Simply go to www.swisscom.ch/labs and have a look around. To leave a comment, post an idea or take part in a competition, you just need to register with an e-mail address. Those who want to keep up to date at all times can also follow our news on Twitter or Facebook.

Mr Moor, thank you for the interview. I hope you receive many more good ideas!