This is a very good article and brings out key concepts applicable across industry segments. Coming from a Telecom industry background, I see a need for Telcos to actively take steps beyond trying to get insights into Customer behaviors and managing Customer Experience to Empowering Customers to decide what , How and where they want and at what price and quality. This will enable Telcos to concentrate on managing their Services so as to continuously and efficiently cater to ever changing and widely diversified service requirements and yet have satisfied and happy customers.

Thx