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.

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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:

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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.

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Emerging trends in the mobile phone space suggests that the end of feature phone is very near. The market will be full of smartphones. The declining price and availability of technology are leading to fast adoption of smartphones across the globe. Companies like Samsung, Motorola, LG have launched a range of high performance smartphones with very aggressive pricing. This revolution is further fuelled by the wide adoption of the open source platform Android. Except Nokia, Apple, and RIM all the phone makers are using Android to offer ‘smart’ capabilities to their product.

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Openness is the mega-trend for innovation in the 21st century, and it remains the topic du jour for  businesses of all kinds. Granted, it has been on the agenda of every executive ever since Henry Chesbrough’s seminal Open Innovation came out in 2003. However, as several new books elaborate upon the concept from different perspectives, and a growing number of organizations have recently launched ambitious initiatives to expand the paradigm to other areas of business, I thought it might be a good time to reframe “Open” from a design point of view.

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