Telecommunications is an industry where consumer products and services change rapidly, while the systems that support them do not. Over the past decade, telecom service providers have engaged in progressively more complex and expensive transformation projects to replace aging billing and customer care systems. Unfortunately, many have been expensive failures leaving telcos suffering from high and growing customer service costs, low subscriber satisfaction and declining revenues. Michael Matthews, a seasoned telecom executive with a passion for improving customer experience, founded AwareX, a pioneer in packaged self-care, to address these challenges.