Telecom, Cable, & Utilities

  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

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    Bank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse.
    Oct. 1, 2014
    All Members
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  • Utility Customer Experiences: Stark Contrasts in Dealing with NStar and National Grid

    What Each Did Right and What Needs Improvement When Helping Customers in Need

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    Read the best (and worst) practices demonstrated by NStar and National Grid as they help customers deal with a repair.
    Jan. 31, 2013
    Strategies
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  • America's First Responders Need Your Help!

    Support Legislation that Would Allocate the D Block Spectrum to Public Safety!

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    A white paper published by the Public Safety Alliance describing why the U.S. Congress should support legislation to allocate wireless spectrum to public safety.
    Sep. 1, 2011
    All Members
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  • What Can Damage Apple's Amazing Customer Experience and Brand?

    Network Congestion Will Be a Challenge Even to Steve Jobs

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    Apple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal.
    Jun. 17, 2010
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  • Selecting a Mobile Phone Family Plan for a Family in Transition

    Moments of Truth in Consumer Telecommunications

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    When the kids go off to college, a family needs a new mobile phone plan to support multiple locations. In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its key Moment of Truth.
    Jul. 5, 2007
    Strategies
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  • Self-Service Resolution: Cable TV Companies

    Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences

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    The search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario.
    Sep. 21, 2006
    All Members
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  • Customer Self-Service at Comcast

    Limited Support for Key Self-Service Activities, FAQ-Centric Content, Poor Search

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    In this report, I de-scribe my experience in helping myself to customer service at comcast.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our customer self-service framework.
    Sep. 7, 2006
    Strategies
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  • Asterisk and Digium

    Shaking Up the Telecom Industry by Harnessing Customers’ Creativity

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    The Digium/Asterisk story provides a good example of one way to build a viable for-profit business leveraging the open-source model while fostering customer-led innovation.
    Aug. 31, 2006
    Strategies
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  • Customer Self-Service at Verizon

    Excellent Support for Key Self-Service Activities

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    In this customer self-service test-drive report, I describe my experience in helping myself to customer service at verizon.com by performing key activities of self-service Customer Scenarios.
    Aug. 10, 2006
    Strategies
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  • Customer Self-Service at Verizon Wireless

    Support for a Wide Range of Customer Service Activities; Limited Problem Diagnosis and Search

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    In this report, I describe my experience in helping myself to customer service at verizonwireless.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework for customer self-service.
    Jul. 27, 2006
    Strategies
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  • Lessons in Customer Service

    My Blackberry Experience with Verizon and Verizon Wireless

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    This report is a case study of my experience selecting, purchasing, installing, and using a BlackBerry, with communication services and customer service provided by Verizon Wireless and Verizon Wireless and billing by Verizon.
    Mar. 9, 2006
    Strategies
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  • Why Skype’s Peer-to-Peer Voice over IP Is Revolutionary

    The Customer Revolution Continues: End Users' Adoption of Skype Could Challenge the Global Telecommunications Industry

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    Skype offers a compelling combination of voice over IP telephone service and presence awareness, leveraging peer-to-peer networking. The result is a killer app--an application that makes it advantageous for households and businesses around the world to u
    Feb. 5, 2004
    All Members
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  • Sony Broadband Services Builds Web Services Infrastructure

    Services-Based Architecture Enables Interoperability and Cost Savings

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    Sony Broadband Services has implemented a framework for interoperability, based on Web Services, which also supports evolution to a services-based Architecture.
    Mar. 6, 2003
    Strategies
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  • On the Front Lines of the Customer Revolution: Part 3

    The Potential of Broadband Wireless

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    An interesting “Customer Revolution” skirmish is underway this Spring as the feud between broadbased wire-less service providers and satellite radio providers heats up.
    Apr. 25, 2002
    All Members
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  • On the Front Lines of the Customer Revolution: Part 1

    The Phone Number Portability Skirmish

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    An interesting “Customer Revolution” skirmish is underway this Spring, as customers are demanding the right to own their cell phone numbers across carriers.
    Apr. 11, 2002
    All Members
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