Chalan spoke today about how Starbucks and Harley Davidson have created an experience out of commodity products. Hey said this during a charismatic keynote at ITEXPO.Chalan mentioned Virgin Mobile is doing the same with mobile technology. Other points he made are IMS is the promise of bringing any service to any device and voice is still the killer app.
The question Chalan posed is how do we find out if customers are satisfied? He mentioned MOS scores. He said there is a disconnect between what the network tells you and what the customer experiences. Sometimes a customer is using a device in a high noise environment where quality seems worse than it is according to the network. You need to take all of this into account.
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