What people want is to have all their communication devices – smartphones, tablets, TV set-top-boxes – doing what they are supposed to do, which is connect them with the people, the services and the content they seek. They want their devices to work properly, all the time, wherever they happen to be. Most importantly, if there is a problem they want it resolved quickly, without any hassle – ideally without ever having to reach out to their service provider.
The communications service provider that can deliver this kind of experience will attract and keep subscribers. Customer loyalty is perhaps the most important asset in the market today, and there is nothing like a loyal customer base to keep revenues flowing and profitability growing.
With the expansion of the Motive Customer Experience Solutions and Services portfolio, Alcatel-Lucent is taking a unique approach to customer experience management for communications service providers. What is unique about our approach? Our expanded portfolio goes way beyond network performance, and addresses the widest variety of ‘touch points’ where customers interact with their service provider.