I’m going to judge BarCamp Radio 1 a success. This morning’s session on Converged Billing, ably led by BT’s Jonathan Jensen, was enjoyable, informative, and very very interactive. Frankly, I had no idea that billing could be such an engaging topic. As Jonathan pointed out, the bill is the single largest touch point that any carrier has with their customers. Networks fail rarely, but customers receive a bill every month. Focusing on the design of the bill, and the customer reaction to the bill, is an area which potentially could pay huge dividends.
Listen to the call. Especially note some of the ways that BT is changing their billing in order to increase customer satisfaction.