Friday, February 05, 2010
Experience engineering
Earlier this week, Aricent announced an initiative called Experience Engineering and I received a briefing on what was meant by the term.In effect, Aricent is offering its range of expertise to help service providers develop a holistic approach to delivery of customer services and applications. It means more than just buying switches and support systems and devices that inter-operate. As many of us have found first hand, it is one thing for a device to work on a network; it is something different for a customer to enjoy a 'wow' experience.
Arun Sarin, the former chief executive of Vodaphone, has joined the Aricent board. He said:
Service providers are in a unique position to deliver innovative mobile services that integrate best in class devices, high performance networks, and a virtually unlimited set of applications and services into a single compelling subscriber experience. Aricent’s Experience Engineering is the first engagement model of its kind that assists operators through the innovation, development and delivery phases of their experience strategies. It’s very timely given the top strategic concerns of carriers today.Aricent includes "frog design", continuing to operate as an independent division.
With new service providers launching low price offerings in Canada, which carriers consider the total customer experience as a means of differentiation and a justification for premium pricing?
Posted by Mark Goldberg @ 2/05/2010 06:20:00 AM 
Syndicate
