& cplSiteName &
Video

CTIA 2009: Wireless Provider Wishes

4/3/2009
50%
50%
At CTIA Wireless 2009, cellular customers speak up and make their wireless wishes known
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
DCITDave
50%
50%
DCITDave,
User Rank: Light Beer
12/5/2012 | 4:07:41 PM
re: CTIA 2009: Wireless Provider Wishes


Yeah, the perspective of the average CTIA floor walker is something we don't hear that often. And you're right: They weren't all that critical, beyond what we normally hear. 


Would have been funny to throw you in the mix and hear some gripes about LTE deployments right smack in the middle of two folks talking about phone colors and whatnot.


 


ph

Gabriel Brown
50%
50%
Gabriel Brown,
User Rank: Light Sabre
12/5/2012 | 4:07:41 PM
re: CTIA 2009: Wireless Provider Wishes


Nice idea. Bit of an easy crowd. That phones 'work without wires' seems enough for some people once you throw in a bit of customer service and lower prices.


Liked the guy from Pensylvania. Adding more towers is suitably difficult.  


Feel sorry for the Canadians. No flat rate mobile data. Really?

DCITDave
50%
50%
DCITDave,
User Rank: Light Beer
12/5/2012 | 4:07:28 PM
re: CTIA 2009: Wireless Provider Wishes


re: " I guess the whole idea of turning a very manual, fairly long process into something much shorter and less painful has some appeal."


True in customer service.


Dentistry, too.

jasonlackey
50%
50%
jasonlackey,
User Rank: Light Beer
12/5/2012 | 4:07:28 PM
re: CTIA 2009: Wireless Provider Wishes


It was interesting being at CTIA - I got to do customer care demos at the InnoPath booth for pretty much the entire show. We have some new technology using OMA-DM and a bunch of other TLAs to help mobile network operators and device makers deliver better customer support over the air. Long and short of it is that most of the people I talked to said that they did not really enjoy dealing with customer support and they felt that the calls usually took too long, often were frustrating and all too often if the call was about anything other than billing or service plans required at least one escalation. People talked about being hung up on, being transferred around and being transferred into black holes.


The cool thing was when I showed them the OTA technology we have - stuff where I can fix a broken email account over the air with a couple clicks of a mouse or update firmware, install software, configure the phone etc, most people thought that would make a big difference. I guess the whole idea of turning a very manual, fairly long process into something much shorter and less painful has some appeal. I guess things like 10 minutes with Steve the helpful CSR are probably more appealing that 30 minutes with Steve the helpful CSR.

Featured Video
From The Founder
John Chambers is still as passionate about business and innovation as he ever was at Cisco, finds Steve Saunders.
Flash Poll
Upcoming Live Events
June 26, 2018, Nice, France
September 12, 2018, Los Angeles, CA
September 24-26, 2018, Westin Westminster, Denver
October 9, 2018, The Westin Times Square, New York
October 23, 2018, Georgia World Congress Centre, Atlanta, GA
November 7-8, 2018, London, United Kingdom
November 8, 2018, The Montcalm by Marble Arch, London
November 15, 2018, The Westin Times Square, New York
December 4-6, 2018, Lisbon, Portugal
All Upcoming Live Events
Hot Topics
Telco Job Prospects Go From Bad to Worse
Iain Morris, News Editor, 6/22/2018
Larry Ellison Laughed at the Cloud, Now the Cloud Is Laughing Back
Mitch Wagner, Executive Editor, Light Reading, 6/20/2018
Mavenir's Billion-Dollar Blueprint
Ray Le Maistre, Editor-in-Chief, 6/18/2018
5G Transport – Where Do We Start?
Ray Le Maistre, Editor-in-Chief, 6/21/2018
Animals with Phones
Backing Up Your Work Is Crucial Click Here
Live Digital Audio

A CSP's digital transformation involves so much more than technology. Crucial – and often most challenging – is the cultural transformation that goes along with it. As Sigma's Chief Technology Officer, Catherine Michel has extensive experience with technology as she leads the company's entire product portfolio and strategy. But she's also no stranger to merging technology and culture, having taken a company — Tribold — from inception to acquisition (by Sigma in 2013), and she continues to advise service providers on how to drive their own transformations. This impressive female leader and vocal advocate for other women in the industry will join Women in Comms for a live radio show to discuss all things digital transformation, including the cultural transformation that goes along with it.

Like Us on Facebook
Twitter Feed