The mobile industry’s focus is shifting to customer experience, Nokia Siemens Networks CEO Rajeev Suri said at Mobile World Congress today (14 February).
Suri outlined the challenges facing mobile operators as they deal with ever-increasing complexity, including a huge number of different access networks, multitasking devices and applications.
He said: ‘If you want to look at where operators will start to spend more money, just look to the world of customer experience. When we survey our customers, more than 82% list improving customer experience as their highest priority.’
Suri added: ‘It isn’t news anymore that the mobile data explosion continues to accelerate, but while our competitors are still focused merely on volume, we have shifted to address complexity.
‘We continue to lead the industry in smart networks, and this year we’re showing how operators must use their end-to-end view of people’s connectivity to add value and bring an overall better experience.’
At a tactical level, Suri explained that in 2011 the company’s Smart Labs in Helsinki, Dallas, Madrid and Seoul will continue to be vital for testing all major smart devices, operating systems and application types, managing customer experience and operator expectations.
In addition, as markets with limited spectrum look towards 4G, Suri highlighted the role TD-LTE will play. ‘If you look at how to deliver mobile broadband, there is a huge amount of unpaired spectrum available, and new TD bands will open as frequencies are freed-up.
‘While TD-LTE has its roots in China, it is very much a global technology. The right band is now licensed for TD-LTE in around 40 countries and the ecosystem is clearly accelerating.’