Every now and then, the business world presents us with a lab experiment that we can observe in realtime. Netflix's announcement that it is splitting off its DVD-by-mail business from its streaming business is just such an experiment. The DVD business will now go by the name Qwikster, and the streaming business will stay under the Netflix brand. It is Clayton Christensen's innovator's dilemma incarnate, and Netflix is very publicly trying to solve it. Like its 60% price increase did earlier this year, this move is understandably causing consternation amongst some customers. It's a bold move, one that will cost them in the near term, but Netflix I'm sure has done the calculus and is looking at the endgame 5-10 years out, not 5-10 months.
The shockwaves of the recent announcement that Google is buying Motorola Mobility, the handset and device division that spun off from the Motorola mother ship not long ago, will continue to ripple far and wide. There are several reasons why this could be a great boost for Android, but also some major concerns about getting the two companies and their product lines to blend well.
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.
In a talk earlier this year to employees, Nokia CEO Stephen Elop asked a question that many were probably afraid to answer truthfully, given how Nokia is struggling to combat the iPhone. As BusinessWeek described it:
The telecom landscape is evolving rapidly with mass deployment of technologies such as LTE. Base stations of smaller form factors, especially Femtocells, are playing an extremely critical role in this evolution by reducing the load on core networks through offloading. With dual mode functionality and high scalability, these products are also able to support a higher number of users. Next week, Aricent will be discussing the need for small cell solutions at two of the most important technology events for Telecom Equipment Manufacturers: the Freescale Technology Forum in San Antonio, Texas, from June 20-23, and the Femtocells World Summit in London from June 21-23. We look forward to sharing the conversations we have at both events on this blog, so check back in the coming days!
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.