Service Providers & Consumer Experience: It’s High Time for Change

September 9, 2011 - 1 Comment

Roland Klemann believes one thing, when it comes to service providers and consumer experience: Something has to change. As today’s consumers look for new experiences, across multiple locations, screens, and sources, the service providers who deliver those very signals need to step up their game.

It starts with knowing what consumers want. In his 60 minute business briefing at this week’s IBC Show (Monday, Sept. 12, noon-1pm Pacific Time, IBC 2011 Connected World (Hall 13), Rooms G102-G103) Roland will discuss the results of recently concluded consumer research about cloud-based services, like remote storage and personalization, and pull from our “Future of Television” research, which highlights the predictions of 50 television experts.

Stepping up the game also means knowing what’s working. In today’s video marketplace, entities like YouTube, HuluPlus and Netflix are entering with gusto from the online side, flanked by an army of IP-connectable screens, of all sizes, from the consumer electronics side.

Winning in the television evolution, for service providers, will require a blending of services, hardware and cloud — to go where consumers are, and where they’re going.

Don’t miss this timely presentation (fresh research!) by Roland Klemman, Director of Cisco’s Service Provider Practice / Western Europe Internet Business Solutions Group. Find him here: Noon-13:00, Hall 13, Rooms G102-G103

In an effort to keep conversations fresh, Cisco Blogs closes comments after 60 days. Please visit the Cisco Blogs hub page for the latest content.


  1. Murali, you make some very good points. I agree that SPs need to know what customers want and, similarly, what is and isn’t working. At the most basic level, SPs need to ensure that their services will always be available to end users. Without low latency, high availability and fast performance, consumers will reject a new service – no matter how innovative. Carrier-grade service assurance solutions can help with this, and fulfill the requirements of SPs in both assuring cloud performance and securing service adoption. In doing so, organizations can focus on customer experience by having the right ecosystem. More importantly, a service quality assurance framework would provide visibility up to the subscriber and enable collaboration between departments.