When Google announced Friday that it was pulling the plug on Google Health, we received dozens of calls asking, "If Google can't make it in health, who can?" But we actually think we should be looking at Google's failure as a strong sign of where the electronic medical record (EMR) and personal health record (PHR) space is headed. To use the Gartner Hype Cycle reference we are in the "Trough of Disillusionment," where technology fails to meet expectations and is abandoned. But, some businesses will persist and continue through the "Slope of Enlightenment" and experiment to understand the true benefits and practical application of the technology for the consumer. We also think Google's failure is a confirmation that consumers are finally expecting healthcare products and services to rise to the same level as other industries. frog finds this in our healthcare research all the time; patients and physicians now expect their PHR/EMR to provide all the intuitive functionality and connectivity as their smart phones and tablets. If they don't, they won't adopt these technologies. Google Health failed on two primary dimensions: failure to create a connected and meaningful solution.
Last week we conducted a webinar for mobile service providers on Customer Experience – "In-Service Customer Experience Management – Include the Customer for a Holistic Solution" – which generated many interesting insightful questions on Customer Experience implementation challenges and solutions for wireless, fixed, online, and cloud services. We received more questions than we were able to answer in the time, so I wanted to make sure and take the time to answer all of the questions. The responses for these questions are detailed below.
Last week we conducted a webinar – "Breaking the Form Barrier – Evolution of LTE & Enterprise Femtocells" – that generated a lot of incisive questions about the implementation challenges and solutions for next generation femtocells. We received more questions than we were able to answer in the time we, so the Aricent experts that led the webinar, Sanjiv Kapur and Siddhartha Bhakta, have gone through the unanswered ones with responses below.
As everyone scrambles to define a Customer Experience Management service, it’s important to understand that one-off solutions won’t work. Companies still have to consider backend business functions to get an overall perspective of the customer experience.
We live in a unique cellphone bubble in North America: We are the only region in the world where the majority of people get their cell phone service with a subscription. Here, prepaid phones are a fringe minority, relegated to lower-income populations, very infrequent users, and loaner phones. But in the rest of the world, prepaid phones vastly outnumber subscriptions, in some cases by 5-10x.
[This is a followup to an earlier post on the Myths of Agile Testing.]
Following up on our first webinar on successfully conducting testing in an Agile development environment, we ran a second webinar for Europe. This again generated more questions than we could answer in the webinar itself, so we've collected and answered these below, we hope they are informative for those of you seeking to better employ testing in your Agile projects.