Solutions for Customers: What do customers think?

摘要

Technology has already transformed the way people work and live. BT's 'Solutions for Customers' centre presents user 'day in the life' scenarios to demonstrate how far technology has come, and to explore what's next: what are the requirements and expectations, as yet unfulfilled and as yet unknown to the customer, that next-generation services will meet? To answer this question it is necessary to go beyond what people say to focus on what they think. By examining peoples' perceptions and expectations it is possible to identify opportunities to exceed customer expectations and thus help drive the take up of new services. User scenarios appear a powerful way to engage the customer in this challenge.