This session will focus on end-user issues related to mobile broadband services in the mass market, including how to create end-user satisfaction, how to avoid end-user dissatisfaction, how to make broadband mobility easy to use and understand, and how to create cost-efficient service delivery and customer care. This is the type of issues this session will highlight, which is the key to understanding when mobile broadband is "crossing the chasm" from the low-volume early-adaptor phase to the high-volume mass-market phase.

The following perspectives will be presented:

• A global snapshot of real experiences from mobile broadband service providers
• Critical end-user issues when launching new mobile broadband services to the mass market
• How to integrate the technologies, services and back-end systems so that the end user can be truly mobile

• Current status of the products and services now offered to the mass market
• What capacities and technologies are needed for the mass market-"one size fits all" or various technologies to fit various mass-market needs
• How the industry can facilitate products and services that really work together all the way to create end-user satisfaction

• Where it's all going-preparing for true mobility and end-user satisfaction
• Research and statistics-how to identify what the end user really needs
• How experience and learning curves from more mature broadband technologies can be reused when offering mobile broadband to the mass market

Bjorn Ronning Manager, Professional Services NetNordic AS

Mr. Ronning has worked in the telecom industry for more than 20 years. He has a broad background in developing and provisioning of products and services for vertically and horizontally integrated operators. Mr. Ronning is analyzing the impacts of service and access convergence for utility companies building horizontally divided fiber-optic and wireless access networks ("open access networks").

Rob Butler Founder and Chief Architect Emotum

Dr. Butler spent the past 22 years involved in user-centric software creation. His responsibilities include designing and developing broadband software solutions for customer self-installation, connection management, and non-technical, user-centric tutorials to assist new broadband users in getting the most out of their broadband connection. All solutions are focused on reducing installation and customer support costs and improving customer experience. Dr. Butler's experience includes co-development of connectivity software with Microsoft, and he is also chief architect of Emotum's broadband software research and development.

Georgia Lee Director, Packages and Customer Experience Telstra Business

Ms. Lee's role is to ensure Telstra business sales and channel teams leverage the hundreds of product and marketing programs available for their customers. In her previous positions, her background was in product development, marketing, strategy, and sales in the Australian telecom industry.

Matti Ropponen Director of Sales F-secure

Robert Synnestvedt Marketing Manager, Broadband and Intelligent Services, Internet Technology Division Cisco Systems

Mr. Synnestvedt is responsible for Cisco's Secure Broadband and Personalized Security Services offers. Before assuming his current role, he was responsible for bringing to market Cisco's Intelligent Services Gateway. Since joining Cisco in 1998, he has held roles in architecting, managing, and marketing the evolution of converged service and policy control across various parts of the network — from NMS and BSS systems to embedded router technology.