Good sermons - and presentations

Posted by Richard Thomas on 15/09/2011

I'm pleased to see that customer experience management is growing in importance amongst many Service Providers. Organisations are handing over (i.e. outsource) more and more of their IT management to their Service Providers and in turn, Service Providers must give assurances that they can deliver on their promises. Since a positive customer experience is likely to result in increased share of wallet and repeat business, Service Providers are understandably highly focused on the issue. Having a clear view of how their customer is experiencing its services is fundamental. This is great news for us since Service Providers are placing greater resiliance on independent network and application monitoring tools like Highlight. The same tool gives the customer unprecedented levels of information about the whole of their network and the performance of the applications on that network in a visual, easy to understand format.

Roll on customer experience management!