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.
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:
Traditionally, telcos have sold “communication” as the application over an underlying “connectivity” capability. However, the advent of an all-IP telecom network has forced the telcos to open up their “connectivity” capability. Today, they sell both “connectivity” as well as “communication.” But, the market has been smart enough to quickly commoditize the telcos’ “connectivity” service, and today, connectivity has become the commoditized infrastructure for a buzzing marketplace camped on the Cloud (and the Internet in general).
You are probably familiar with Parkinson’s law, either by name or just by experience. Parkinson’s Law states: “Work expands so as to fill the time available for its completion”. We have all seen this dreaded fact play out on a project at some point. And without proper planning and tracking the available time tends to expand as well, along with the work.
Thirty years ago tomorrow, on March 5, 1981, in England, a small black box was unleashed onto the world that almost single-handidly created the home computer revolution in the UK: The Sinclair ZX81. To a teenage boy with no particular interest in computers to that point, it was like being handed my own spacecraft, a sleek slab of the future.
The message on the second day of Mobile World Congress from the heads of AT&T, Vodafone, Telefonica, China Mobile and American Movil was unambiguous: competition, open-ness and cross-carrier interoperability are what is needed to take mobile to the next level. (Perhaps in the spirit of interoperability, all five gentlemen were wearing blue ties, mostly with dots.)