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The Mobile Customer Experience (2002 - 2007)
INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Figure 1: Interviewees' Position 1
Figure 2: Type of Company Interviewed 2
Figure 3: Interviewee's Origin 2
EXECUTIVE SUMMARY. . . . . . . . . . . . . . . . 3
Chapter 1. What's the buzz in the mobile ecosystem? 3
Chapter 2. Natural selection: can today's operators evolve? 4
Chapter 3. Future influences on the mobile customer experience:
global warming or a new Ice Age? 4
Chapter 4. What we know about mobile customers 4
Chapter 5. Looking ahead: where we all are heading 5
Chapter 6. Bridging the gap: can we find the missing link? 5
CHAPTER 1
WHAT'S THE BUZZ IN THE MOBILE ECOSYSTEM?....7
1.1 Defining the ecosystem 7
1.2 Perspectives and future battleground 8
1.3 Technology that enables mobilisation 9
Figure 1.1: Key technology enablers by category 9
1.3.1 Technology category 1 - devices 10
Table 1.1: Device technology enablers 10
1.3.1.1 Software environments for Internet
and mobile programming 11
1.3.1.2 Software environments - Microsoft.NET
and XML 11
1.3.1.3 Java 12
1.3.1.4 Mobile operating systems and application development environments 12
Table 1.2: Mobile operating systems and who is behind them 13
1.3.1.5 Alternatives to mobile operating systems 13
1.3.1.6 How it all works together - or not 14
1.3.2 Technology category 2 - miscellaneous enablers 14
Table 1.3: Miscellaneous technology enablers 15
1.3.2.1 OSS and BSS infrastructure 16
1.3.2.2 Usability
5.3.2.2 Help operators understand your language 125
5.2.3.3 Develop by using existing technology 125
5.2.3.4 Look for technical solutions for DRM 126
5.3.3 Government choices 126
5.3.3.1 Digital rights management 126
5.3.3.2 Controlled access 127
5.3.3.3 Understand Internet, communications and
entertainment evolution and convergence 127
5.3.3.4 Consolidation of regulators 128
5.3.4 Application developers need some help 128
5.3.4.1 Customer experience 128
5.3.4.2 Partner 128
5.3.4.3 Targeted industry solutions Esmall
(partners) can be beautiful 129
5.3.5 Enterprises - breaking free of the office 129
5.3.5.1 Evaluate wireless LAN 129
5.3.5.2 Consider mobile employee applications 130
5.3.5.3 Flexible working environments . . . . 130
5.3.6 Investors 130
5.3.6.1 Simple solution investments 130
CHAPTER 6
BRIDGING THE GAP: CAN WE FIND THE MISSING LINK?...133
6.1 Crowning the monarch: saying the
customer is king - and meaning it 134
6.1.1 Team building 135
6.1.2 Service first, not technology 135
6.1.3 Quality and ubiquitous service 136
6.2 Matchmaking in the ecosystem: media
and technology leaders as partners 136
6.2.1 Partnerships: Entertainment, technology,
communications 137
6.2.2 Speaking the same language 137
6.3 Help, we need a visionary 138
GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . 139
RESOURCES . . . . . . . . . . . . . . . . . . . . . . . . . 147
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