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.
Playing off of the obvious (and sometimes absurd) stereotypes of business and technology leaders inside product and services organizations and where they often direct their focus and priorities, our fictional CMO and CTO characters walk into a bar and order the same cocktail. While the CTO might be taking account of the ingredient ratios, mixing sequence, and transfer method from shaker to glass as the bartender executes the order, the CMO likely awaits the final appeal of color, aroma, taste, and most importantly, effect after delivery (especially if there is resource negotiation to be done with said CTO!). Regardless, both appreciate having a quality result in hand and getting down to business.