Innovation and irritation

Innovation and irritation

Whether a new device or a new service, the telecoms experience is one of constant novelty and accompanying confusion for consumers. There is an opportunity for service and content providers to surprise and win customers by getting the basic service right. This has tremendous impact on an organisations’ bottom line.

New products frequently come to market, without fully developed services. This leads to predictable and preventable service failures that cost customers and organisations a lot to recover from. Customers are increasingly dependent on services running on mobile platforms and are unwilling to put up with even minor irritations.

There are plenty of opportunities to impact the bottom-line by putting customers and their experience in the centre. A well designed service has positive effects such as uplift and reduced churn, and at the same time reduces the number of preventable service failures. The challenge is implementing this kind of service.