Enhancing Customer Experience

For a Customer Experience Management solution to be truly complete it must include a way to enhance customer experiences. In the past customer experience as perceived by network operators can be enhanced by optimizing network performance for voice, however this is no longer true, especially in the Western world where smart phone penetration has exceeded 60% of all mobile phones sold. In this growing world of OTT applications, traditional voice services, usage and revenue are diminishing very fast. Data is the killer application.

Operators are now changing the way they bill their subscribers for usage plan and this trend is moving Eastward. Last year the most smartphones shipments are to China. It's only a short matter of time before the entire population of this planet will all be having smartphones. As a service provider would you like to be left out? Of Course Not! The time is now to care about actual customer experiences on actual customer devices. Gone are the days of perceived quality or simulated experience, it is now the time of actual and real-time customer experiences. Customers want excellent services right here right now.

Enhancing customer experiences on their mobile devices can be done in various ways. In DingLi-AmanziTel's little world customer experiences can be monitored using native device apps, embedded device apps, deep packet inspection and network recordings while enhancing customer experiences are through device applications that promotes better interaction between customers and their service providers. This includes enablers that ensure services are available even when delivery of that service is not possible, applications that allows customers to send feedback that are pro-actively attended to  by the service provider, and providing offers that are actually meaningful to the customer.

In the West customer is King, in the east customer is like God. Its about time to care about actual and real time customer experience, its the future.

Mobile phone user behavior is changing rapidly, should it be tracked?

In 2011 the total number of smartphones shipped is around 490 Million , this means that by end of last year 1 in every 3 phone is a smartphone and half of those have Android OS.

The use of voice over data is also accelerating  with OTT applications such as  Skype, Viber and Tango installed in most smartphones. The highest revenue derived from data services were recorded in Asia, this trend is not slowing down and continually gaining traction. With all these facts why do some operators still do not care about their subscribers experience while using their data network. Is that because most smartphone users are connected to a WiFi network more than 60% of the time?

Perhaps it is due to the fact that most mobile operators have probes and DPIs deployed in their networks that supposedly records and captures customer experiences across the entire subscriber base. Essentially operators spying on their customers without the mobile user knowing it. Probes and DPIs capture network performance and a lot of information across all subscribers but it misses what matters most to each mobile user, their mobile devices.  As a casual mobile phone user how do you feel if you learned that your mobile operator is secretly recording how you are using your mobile phone? To capture customer experience on mobile devices, the user should grant their consent in doing so and this is best done  through native applications where user has control of the application instead of embedded applications that are pre-installed in devices.

I think its about time to give the mobile phone user a voice on how they want their experiences to be monitored or recorded by their service providers. If you have a smartphone, chances are you do not have to be secretly tracked by your operator, everything can simply be in your device and you have control over it.  So if you use any smartphone such as an iPhone, Android, Blackberry, Windows Phone or even Symbian based smartphones it is time to speak up and let your voice be heard!