Anyone in business knows that effective Customer Experience Management (CEM) is basically table stakes. It’s pretty hard to survive without at least the vast majority of customers being satisfied and that’s the same whether it’s a large enterprise or a small sole proprietorship. The hallmark of a wildly successful business – be it one that has been around for a century or the startup down the street – is Customer Experience Management that is unmatched by the competition. In today’s programmable world, unsurpassed CEM is often easier said than done.
My reflections as Chair of the Industry Dialogue: We are proud of our progress, but more needs to be done.
On a very sunny April 13, 2015 in Paris, Alcatel-Lucent had the immense pleasure of hosting the Telecommunications Industry Dialogue’s (Telecoms ID) quarterly meeting. Telecoms ID is a group of nine operators and vendors who jointly address freedom of expression and privacy rights in the telecommunications sector in the context of the UN Guiding Principles on Business and Human Rights.
Nearly everyone now owns one, but very few people are aware that behind the plastic screen and shiny case of their smartphone is an array of precious metals. An iPhone 5 for example contains $1.58 of gold, $0.36 of silver, $0.05 of platinum and $0.12 of copper and many “rare earth” elements like Yttrium, Lanthanum, Neodymium, Gadolinium, and Europium.
Earlier this week I was a part of an event that was a true celebration of innovation, collaboration and of the long, rich heritage of Bell Labs and Alcatel-Lucent, and I believe a return to the kind of culture and thinking that has garnered 8 Nobel Prizes awarded to a total of 13 winners.
How does a municipality, a region and even a nation get from “here” to “there” in developing a connected society – a plugged-in, interconnected communications ecosystem that will supercharge the economy while positively transforming travel, education, healthcare, public safety, recreation and overall quality of life? The potential benefits are unprecedented, yet so are the challenges.
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