Mobile Carriers, Will You Be Our Heroes?
by Rachel Hinman
My latest essay, Mobile Carriers, Will You Be Our Heroes? was inspired by a conversation with one of my favorite thought leaders, Bruce Sterling, who will be speaking at this year’s UX Week in San Francisco. I asked Bruce his thoughts on the future of mobile carriers and his response was surprising. He expressed empathy for them. He cited their brutal history as the cause of their brutish reputation. After digging up some research on the history of telephony here in the U.S., I realized how very right Bruce was. Few realize that US mobile phone carriers were forged in a crucible of business brutality, and their gruff, brutish behavior towards customers is an artifact of that historic legacy. But why should they change? I have some ideas…
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This entry was posted
on Monday, July 14th, 2008 at 12:52 pm and is filed under Business value, Experience design, Experience strategy, Mobile.
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