Today, telecommunications is IT-driven. It's a dynamic industry thriving with new competition, new challenges, new opportunities. Today, the customer is more than the center of your business-the customer is your business. Try to go it alone, and you'll find you are out of business. Government acted as a regulator rather than a participant, and we accepted it.
Technology is a common part of our lives today.
So much so that it is intuitive for our children. The consumers' expectation of what technology can do for them continues to escalate. They are already into the next level of acceptance before the latest technology has been deployed. As such, their expectations rise, creating a gap between the customer expectation and the customer experience. First, the customer.