Experience is actually “the services we provide to end users” plus “the experience of consumption end users perceive”, that is to say, to quickly provide users with preferred services, and to realize ROADS experience during the process “Buying - Using - Sharing”. The changes in experience lead to new requirements for operations, including the changes of operating model, and the enablement platform for both services and ICT resources. In addition, ICT infrastructure needs to adapt to changes from operations, towards software-defined, virtualized, cloud data center, and ultra broadband, so as to provide real-time, flexible and elastic ICT resources for services. Experience drives re-architecture of operations and infrastructure, and ultimately reflects the business outcomes of the transformation.
We must expand our experience focus from networks to end users and services, as experience has also become the driving force for new business growth. This experience is end user journey experience, which was summarized as ROADS: Real-time, On-demand, All-online, DIY, and Social. Based on the good network-based experience achieved by network evolution and operations improvement, to further achieve ROADS Experience, it requires the entire industry to think and explore how to re-architect operations and infrastructure.
For telecom operators, Customer Experience Management is the key to build the advantages ，and value creation is the goal. The Experience & Value Centric Operation Transformation will help operators continue to grow in the new environment.