During MWC Customer Experience talk is all about implementation in various ways. Last year it was all about exploring the concept, now most vendors have incorporated CEM in their portfolio in one way or another. Not only vendors and operators were talking about customer experience improvement programs but even regulators are moving from traditional technical metrics to customer experiences as the main metric to determine operator compliance to license conditions. This is all good and well, the question is how far are this programs going? Are there any success? Are they really making a difference to the bottom line?
I am on my way to Jakarta, flying via Qatar. I am always amazed how good services are with Qatar Air. Well this week have receive several upgrades from a normal room to a splendid suite from a normal airline seat to my own private cabin to the point that it get me thinking of a certain high flying club, but like in all personal things I wanted my better half for that.
Being in the Middle East the CEM award for Telcos come to mind. IQPC who is organizing the CEM Summit in Dubai should now have an idea on who the nominees are. If you ask me for nominees I would say best airline will be a toss up between Emirates and Qatar air…. Only problem is that the award is for telco… on which I can rate Qatar air low for having an inaccessible WiFi on board. Not only that is paid but you can't actually use it since instructions on how to connect is wrong or do not work. With this I admire Norwegian on the simplicity on how their WiFi on board service works.
In Dubai at the end of this month, Gurol Kurt of TeliaSonera will be talking about delivering promises like TeliaSonera. Now I can almost already confirm that TeliaSonera, at least in Sweden do not deliver that promise very well. Let me take my case while in Singapore Telia slapped me a very huge bill for data roaming when I receive an SMS saying I should pay a fixed fee per day instead they were insisting to bill me 100 SEK per KB of data, which by the way if anyone is aware of the European directive on roaming is against the law. On another instance I used my 4G services to watched the olympic games, then Telia told me I exceeded my data limit and need to pay additional fee to keep the fast data access. Well I signed up paying for the most expensive service, but then again I got the slowest possible data service. So much for promises perhaps Gurol Kurt can explain how TeliaSonera is delivering its promises. I will be all ears.
Talking about promises, During the MWC Vodafone launch Vodafone xone with the slogan "Delivering the promise". I would say its about time and looking forward to Fay Arjomandi and Michael Callas delivering on that promise. Vodafone Xone is supposedly a social discovery mechanism, making things easier for you by discovering what you want and making those choices available… Much like the way google analytics work but hopefully no advertisements like the Music Genome Project. I like to simple services and stand by KISS.. More about that on my next post. For now I will have to figure how to get Radhika Sasidharan to provide me an access to CEM MEA telecom summit.
I am on my way to Jakarta, flying via Qatar. I am always amazed how good services are with Qatar Air. Well this week have receive several upgrades from a normal room to a splendid suite from a normal airline seat to my own private cabin to the point that it get me thinking of a certain high flying club, but like in all personal things I wanted my better half for that.
Being in the Middle East the CEM award for Telcos come to mind. IQPC who is organizing the CEM Summit in Dubai should now have an idea on who the nominees are. If you ask me for nominees I would say best airline will be a toss up between Emirates and Qatar air…. Only problem is that the award is for telco… on which I can rate Qatar air low for having an inaccessible WiFi on board. Not only that is paid but you can't actually use it since instructions on how to connect is wrong or do not work. With this I admire Norwegian on the simplicity on how their WiFi on board service works.
In Dubai at the end of this month, Gurol Kurt of TeliaSonera will be talking about delivering promises like TeliaSonera. Now I can almost already confirm that TeliaSonera, at least in Sweden do not deliver that promise very well. Let me take my case while in Singapore Telia slapped me a very huge bill for data roaming when I receive an SMS saying I should pay a fixed fee per day instead they were insisting to bill me 100 SEK per KB of data, which by the way if anyone is aware of the European directive on roaming is against the law. On another instance I used my 4G services to watched the olympic games, then Telia told me I exceeded my data limit and need to pay additional fee to keep the fast data access. Well I signed up paying for the most expensive service, but then again I got the slowest possible data service. So much for promises perhaps Gurol Kurt can explain how TeliaSonera is delivering its promises. I will be all ears.
Talking about promises, During the MWC Vodafone launch Vodafone xone with the slogan "Delivering the promise". I would say its about time and looking forward to Fay Arjomandi and Michael Callas delivering on that promise. Vodafone Xone is supposedly a social discovery mechanism, making things easier for you by discovering what you want and making those choices available… Much like the way google analytics work but hopefully no advertisements like the Music Genome Project. I like to simple services and stand by KISS.. More about that on my next post. For now I will have to figure how to get Radhika Sasidharan to provide me an access to CEM MEA telecom summit.
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