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17 result(s) displayed for customer experience (1 - 17 of 17):

The New Facet of Customer Experience Management - Field Service 2.0

By: Rhodo Odysseos, Product/Solution Marketing, Alcatel-Lucent, and Jess Verbruggen, Motive Integrated Marketing Assistant, Alcatel-Lucent

Traditionally, communications service providers (CSPs) have treated the field service aspect of their organization as a cost center. Field technicians engaged in maintenance activities were simply a part of the cost of doing business.  More recently, the communications industry in general and the field service arena in particular, has been disrupted by immense changes in the customer profile, service expectations, and behaviors.

Field service is often the only face of the company that a customer will ever see, so it’s not a surprise that CSPs are striving to make a positive impact on customers in this realm. Achieving full potential in field service saves CSPs a lot of time and money. Productivity and efficiency reviews targeted at field service operations, done correctly, can reinforce other areas of the business by increasing customer satisfaction and improving safety and quality. 

Big Data for Better Operations - The Use of Analytics in the Connected Home

By: Alan Marks, Senior Product Marketing Manager, Alcatel-Lucent’s Motive Customer Experience Solutions

The increasingly competitive broadband market has service providers facing new challenges as they deliver services to today’s Internet-connected home. One challenge is delivering technical support for the rapidly increasing number of Internet-connected devices in the home. Consumers are now connecting gaming consoles, smart phones, tablets and other devices to their residential gateway, and their broadband Internet service. In light of this increasingly complex and dynamic technological landscape, it is no surprise that service providers have turned to analytics to better understand their customers’ needs.

Six Degrees of Mobile Data Plan Innovation: Shared Data Plans

Mobile data: It’s nice to share

From an early age, we’re taught that it’s nice to share. With time, we learn the value of sharing things like cookies, good books and the wisdom that comes from experience. But what about sharing mobile data? Do consumers want to share their mobile data? What would this look like?

Six Degrees of Mobile Data Plan Innovation: Service Level-based Plans

In this second installment of the Six Degrees of Mobile Data Plan Innovation blog series, Alcatel-Lucent’s Rich Crowe takes a closer look at service level-based data plans. These plans can be used to give subscribers opportunities to enhance their mobile data services in exchange for a monthly or per-use fee.

What do consumers think about service level-based plans?

In February 2013, Alcatel-Lucent asked mobile broadband consumers in six countries about the concept of service level-based data plans. Globally, two-thirds of respondents said they would be interested in a premium service that could provide an enhanced quality of service (QoS).[1]

The Big Challenge: Extracting Value from Big Data

Knowing what to do — and what can be done — with big data are important key to success. But these things are easier said than done. For its special report on big data, European Communications asked respondents to name the biggest barrier to operators seeking to execute a successful big data strategy. A lack of understanding of the potential that big data presents topped the list, getting the nod from 27% of respondents.

This response highlights the real challenge for service providers: finding ways to extract value and create tangible benefits from big data. Providers have vast amounts of information about customers, networks, services and operations. So how can they monetize it?

Motive Mobile Device Manager Key to Better and More Cost-Effective Customer Experiences

By Mae Kowalke

The customer service challenge for cellular providers is clear.

Numerous research firms have recently published studies estimating that smartphones currently make up half of all mobile phone purchases globally and that number is expected to reach 75 percent by 2013. This is context for what is a vexing industry challenge. It turns out that more than half of all customer service calls to mobile service operators now deal with the difficult technical problems that can come from smartphones, such as mobile internet, and 63 percent of returned phones are not actually faulty.

In fact, a recent Yankee Group study notes that technical difficulties now represent a bigger percentage of call center volume than billing issues. They also represent a huge financial drain on operators.  A single support call, for example, can cost a provider roughly a month’s worth of customer profit.  This means finding ways to effectively address device configuration and service provisioning is more crucial than ever.

The War Will be Won over Customer Experience

By Mae Kowalke

The battle for the best mobile device portfolio steals the headlines with its flashy array of smartphone offerings. However, increasingly it appears that the war will be won by the mobile broadband operator who provides the best customer experience as enabled by overall quality of experience (QoE) on their network.

“To thrive in today’s competitive mobile broadband market, service providers must deliver superior QoE and enrich the customer experience,” noted Greg Owens, director of marketing for customer experience at Alcatel-Lucent, in a recent Enriching Communications article, “Customer Insights Improve Business Performance, stated that, “With growing pressure to reduce churn and increase revenues, service providers need to have a better understanding of how customers use their services.”

The Mobile Customer Experience Imperative

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.

Customer Experience in the Spotlight

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.

Customer Experience Management Key to Mobile Services Differentiation

By Susan Campbell

The mobile broadband services market has become almost hyper-competitive globally. And, it has become increasingly clear that providing superior quality of experience (QoE) to customers, end users as well as third parties, will likely be a (if not the most) critical element in creating sustainable and profitable differentiated value. As a result, mobile service provider investment attention needs to be focused not just on delivering speeds and feeds but also on all aspects of QoE. A holistic approach for concentration on customer care¸ such as the Alcatel-Lucent portfolio of Motive Customer Experience solutions, fits the needs for making sure the best possible user experiences can be provided, monitored and constantly improved.  

Why customer care, and why a comprehensive approach?

The reason is that a holistic approach to customer care is a fundamental tool for reducing vital churn rates. The bottom line is the bottom line here. Service providers (SPs) have the opportunity to make better use of the subscriber and network data to help not only make customers more loyal but also improve average revenue per user (ARPU) based on establishing a relationship that customers view as more “trusted.”  In fact, if done correctly, they can leverage the provisioning of compelling customer experiences into a powerful tool for making satisfied customers enthusiastic brand advocates.

No 'One-Size-Fits-All' Path to Improving the Customer Experience

By Erin Harrison 

In this day in age, no matter what business you are in, the customer is king.

As we touched on last week (and commands further attention), European telecom operators are not cutting it when it comes to delivering a stellar – or even an adequate – customer experience. This weakened Quality of Experience (QoE) tendency is forcing tech-savvy consumers to side with the company that is most responsive to their communications needs and not necessarily the one that offers a specific kind of service.

Typically consumers base their requirements on the strength, speed and coverage of their network, the depth and breadth of their product and services portfolio and, least of all, price. But this is the case no longer.

A recent study conducted in EMEA by European Communications – the results of which appear in a recent special edition, “Customer Experience” – found overwhelmingly that telecom operators are losing their edge when it comes to QoE. Alarmingly, only17 percent of operators say they have a 360-degree view of their customers.

A Holistic Approach is Necessary for Quality Customer Experiences

By Mae Kowalke

For the hotly competitive world of mobile communications service providers, it’s no longer enough simply to provide fast, reliable connections for a variety of devices at competitive rates.  

A recent article in the Alcatel-Lucent (ALU) e-zine Enriching Communications titled, “Taking Care of the Customer Experience,” co-authored by ALU’s Ben Geller, Senior Director of Marketing and Oliver Krahn, Customer Experience Transformation Growth Program Leader, on this subject is worth a read. They explain how, “Service providers are learning that they cannot differentiate with devices, services or pricing.”  This is clearly a dramatic change from the past.   

Demand for Connected Services Drives Need for Customer Experience Solutions

By Erin Harrison

Demand for broadband services is growing at an explosive pace as consumers look for richer and more personalized connected customer experiences. But service providers’ fast and reliable networks can’t win over every customer. In addition, competition from new brands is making it tougher to differentiate with devices, services and pricing. In short, to stay competitive, service providers (SPs) have an imperative to cater to the needs of the market that goes beyond traditional approaches.

While consumers are aware that new technologies can bring added complexity, they also expect their devices and services to keep bringing them simpler and more compelling experiences. Based on these trends, SPs need new differentiators to remain competitive. To stand out and deliver market leading customer experiences, SPs need to make their offers easier to buy, easier to use with more user-friendly options for payment.

Alcatel-Lucent’s Motive portfolio of solutions offers a four-pronged approach for SPs to step up their games.

A New Approach to Operational Excellence for MSPs

By Erin Harrison


In today’s ever-changing telecom market, operational excellence is more important than ever for managed service providers.

In a recent whitepaper, "On The Road To Operational Excellence, Alcatel-Lucent describes a model that managed service providers can use to improve operations in support of customers’ needs for enhancing quality of experience (QoE).

How Service Providers Can Take On Customer Experience Challenges


By Erin Harrison

It's indisputable that improving the customer experience, the way end users interface with a company's support people and business processes, will improve the service provider's bottom line.

According to Alcatel-Lucent, customer experience challenges that service providers face include: the cost of acquiring new customers; technical support and customer support/help desk.

“For many service providers, the new path to profitability is a holistic approach focused on anticipating customers’ needs and improving their Quality of Experience (QoE),” according to an Alcatel-Lucent article that points out the customer experience has not always been a priority for service providers.

Delivering a Better Mobile Broadband Customer Experience Influences the Bottom Line

By Erin Harrison

In today’s highly competitive mobile broadband market, it’s all about the customer. We all know that poor customer service not only gives a company a bad rap, but it ultimately eats away from their bottom line.

To keep customers on board and generate long-term success, service providers need to put more focus on the overall customer experience, according to the experts at Alcatel-Lucent. For many service providers, they say, the new path to profitability is a “holistic” approach focused on anticipating customers’ needs and improving their quality of experience (QoE).

Creating Success by Transforming Customer Experiences

By Mae Kowalke Without customers, there would be no business. Service providers know this implicitly, of course. But as the market gets even more competitive, the stakes are increasing to make sure every customer interaction results in a better customer...
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