Motive Customer Experience Solutions tag
3 result(s) displayed for Motive Customer Experience Solutions (1 - 3 of 3):
By Peter Bernstein, TMCnet Senior Editor
For those who follow the mobile industry closely, you know that mobile service providers (MSPs) are constantly on the watch for tools that will enable them to gain a competitive edge. You are also aware from TMCnet’s coverage of the space mobile device management (MDM) is increasingly be viewed as an invaluable tool for MSPs to get better visibility into what is going on end-to-end with their customers enabling them to provide an enhanced, simpler and more customized customer experience as well as facilitate the roll out of LTE services.
One such capability that increasingly is gaining traction with MSPs around the world is Alcatel-Lucent’s Motive portfolio of Customer Experience Solutions. And, the efforts of the Motive team have not gone unnoticed. In fact, Alcatel-Lucent was recently honored with two industry awards in recognition of the work being done to help service providers forge stronger and more valuable customer relationships:
By: Susan Campbell
Mobile service providers throughout the world are in an interesting competitive situation. The service provided is becoming a commodity by consumers. This means that true differentiation in this market going forward will be driven by customer experience transformations, such as those enabled by Alcatel-Lucent’s portfolio of Motive Customer Experience Solutions, as traditional approaches prove to be increasingly ineffective.
Market realities today are that consumers tend to avoid brand loyalty when considering services delivered and even price points when there is little differentiation. As a result, mobile service providers by competitive necessity must pay particular attention to establishing exceptional customer experiences if they hope to achieve business success. The focus must be on building trust with customers over time and increasing customer perceptions of the value of the customer experience, rather than leveraging services and products.
Alcatel-Lucent s recently shared its view on this in a piece entitled, “Customer Experience Transformation: The Mobile Customer Experience Imperative.” It highlights these market changes and what service providers need to be thinking about in order to be correctly positioned for success.
Greg Owens, Director, Customer Experience Solutions Marketing, Alcatel-Lucent
Customers have growing expectations for mobile broadband services. Better networks, broader device support, ubiquitous connectivity and competitive prices remain essential, but they’re no longer enough to keep customers coming back for more. Today’s mobile customers demand a superior customer experience, one that focuses on making it easy to discover, use and enjoy applications, devices and services.
Service providers are feeling the pressure to deliver on these expectations.
A renewed focus on QoE
Rising smartphone use is thrusting quality of experience (QoE) back into the spotlight. Smartphones appeal to users because they promise easy access to e-mail, apps, social networking and video. But smartphones have hidden complexities. Many users struggle with smartphone setup, app configuration, usage tracking and connectivity.
The end result is that smartphone users are turning to service providers more often — with problems that take more time to resolve.