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.
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.
Apple's World Wide Developers Conference keynote last week will be remembered for two things: the bloodbath of disrupted developers and apps it left in its wake, and that it was as important for cloud services as the iPod was for digital music, and that the iPhone was for smartphones.
Two weeks ago, the impressive glass house of the CCD venue in Dublin hosted the TMF conference, an annual event that brings together the great and good of the global telco world. Global business leaders, service and product innovators, and world-class engineers gathered to mingle and talk shop. However, the forum’s real stage is for engineers and technicians to share their knowledge. They, after all, are the ones on the front lines determining the policies and procedures that will assure the delivery of the unstoppable growth of communication.
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.