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?
I wish one of them would. I haven’t found that any of the incumbents are doing a good job at this. If Wind manages to build a good brand reputation around customer support, it could be a key differentiator.
Case in point: I haven’t found anyone who has any use for Rogers’ new cable guide menu, but I have talked to several who were angry enough about it to write in complaints and/or switch providers. Disabling it is not an option, and it appears to serve no customer need. My own complaint was returned because it was ‘sent to the wrong department’. Classic!