Drew Rattray : Design vs. Functionality
Drew Rattray
| News and views on design vs. functionality balance across the communications and technology space.

WebRTC Expo San Jose 2014 Interviews

Are you interested in WebRTC but yet you missed the largest event in the space, WebRTC Expo a few months back in...

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The M&A Picks Up Steam

Well, that Hosted VoIP consolidation is slowly happening. Reinvigorated VoIP blogger, Garrett Smith, hints that Jive bought other HPBX companies (unnamed)...

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The Data Interconnections Waze and others need

Let me start by saying that there are exceptions to what I am about to discuss below but generally speaking, inter-app connectivity...

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Broadsoft Buys Leonid

Oh, happy days for the folks at Leonid Systems as some of them are going home to the fold. Broadsoft bought...

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What is 5G?

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The Mobile Customer Experience: It's all about the Journey

By: Peter Bernstein, TMCnet Senior Editor

No matter where one looks these days, be it in enterprises or service providers, there can be no disputing that enhancing the customer experience has become a top, if not along with security the top,  C-level concern. 

Indeed, from burnishing the brand to enhancing customer loyalty, having permission to upsell and getting early visibility on new opportunities the customer experience (CX is now the short appellation) has become a cross line-of-business preoccupation and priority.  This has meant business units’ increased attention on listening to, analyzing and reacting upon needs arising from the “voice of the customer” (or certainly knowing more about their service usage behavior), and IT department focus on providing the tools necessary to support these requirements. 

It has also meant that businesses of all sizes and vertical markets are changing their views on what it takes to have a better understanding of the customers. This means using new metrics for success. It also has highlighted the realization that you need to look at life cycle management of customers, i.e., as the headline says it is no longer about the destination in the form of a sale but is about assuring optimization of what has been popularized as “The Customer Journey.”  

Ultimately, what it has also meant is that organizations need not only the tools, skills and strategies to optimize the customer journey but also need to be able do so quickly. The reasons are obvious but worth repeating.  Competitors are becoming more nimble and customers armed with better real-time information themselves have become more fickle. Time is of the essence.   

Illustrative of an area where there is, or certainly should be, a sense of urgency regarding having all of the capabilities to optimize the customer journey is in the global mobile services business. This is a sector rife with competition and susceptible to high churn rates.  The good news is that the information that resides in the network and various lines-of-business (LOBs), when properly mined, analyzed and acted upon can give service providers more satisfied customers and a competitive edge.

The question is, where are the places to go to get the information and tools needed?  The answer can be seen in a recent Alcatel-Lucent webinar, “LTE, It’s Not About the Destination, but the Journey,” which is embedded in its entirety below.

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Analytics, Visibility are Key for Service Providers in Addressing the Connected Home

By Paula Bernier, TMC Executive Editor

Churn can be a costly problem for service providers, particularly when it gets up into the high double-digit percentages. And that’s exactly what can happen when customers are less than satisfied with their communications services. In fact, it has been estimated that churn is 89 percent for subscribers who have a poor customer experience.

But there is an answer.

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Archives of all blog posts:
Need a tool for quick mockups?
SEO Jeopardy
Apple's Safari Reader May Become a Publishing Game Changer
The Misconceptions about SEO
Your GPS is Ruining My Commute
The BlackBerry Storm 8 Months Later
IE6 Needs to Go
Cancelling eFax, sort of
Michael Jackson Dies and Takes the Internet with Him
Bing Isn't Too Friendly to Other Search Engines
SEO for Bing
Poor Web Design
Verizon Redeems Itself with
Racing for a Cause
Time to Abandon the BlackBerry Storm?
Kindle DX: Big Screen, Bigger Price Tag
Twitter Needs Filters
Best Application for the BlackBerry Storm
Pandora for the BlackBerry Storm Finally Released
Twitter Trash Icon Missing
An Evening at The Daily Show with Jon Stewart
Study Says I'm Wrong About Social Networking In The Workplace
MSN Live Search Submission Change?
BlackBerry App World is Here!
The Brand Bubble
Facebook Workshop: Harnessing the Social Graph
Discover the Power of Linking: Link Building Basics
Landing Page Testing and Tuning
SEO: Where to Next?
Search Engine Strategies Conference and Expo 2009 New York kicks off with twitter
Pandora Available For BlackBerry, But Not The Storm
New iPod Shuffle Might Just Be Too Small
What Happens To My Facebook When I Die?
Facebook is Killing Productivity
Google Latitude is Just a Bad Idea
Slacker Radio Beats Pandora to the Punch
How Do You Not Review That Last Play?
Weather the Storm
GEDC Sets a New Wireless Standard
Welcome to the Inauguration Waiting Room
The PerfectStorm?
Pandora for the BlackBerry Storm?
iTunes abandons DRM
ESPN.com gets Organized and Creative with their Redesign
3D is Making a Comeback
BlackBerry Storm Not So Touchy With TalkLockā„¢
YouTube Client Offers Richer Experience for BlackBerry Storm Users
Bloggers dream of a perfect iPhone
Even Santa needs Tech
Netflix on Xbox 360 Frustrating
Get Poetic for a Lubix Bluetooth
The computer mouse goes over the hill
Christmas Technology versus Tradition
Songbird 1.0 puts media playing innovation in your hands
New App Helps with Online Photo Privacy
The new MacBook vs. the Economy
Finally... the BlackBerry Storm is here
Rethinking the Designer Holy Triangle
James Bond is Q-less
Mac based web developers may want to check out Coda before Dreamweaver
Halloween, Jack O' Lanterns, and Robots?
Nine Inch Nails Melds Music, Technology, and Design
MacBooks Get a Facelift
Interesting "First Reactions" to the BlackBerry Storm
Dell Makes an Attempt at Style
Will the BlackBerry Storm blow the competition away?
Chevy Volt Hybrid Design
Big is Small with On2 VP8
Is Flash really the best option for web advertising?
The trouble with new technology design
New Nano Impression
frogLight - Green design in a standard form
Kindle 2 and maybe 3
Stylish VoIP?
Trackballs: Ultimate On-screen Freedom and Off-screen Comfort
Sony BDP-S350 = good, but PS3 = better
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