User Experience in the BYOD Era

You can’t read through a technology website or magazine without finding an article about Bring Your Own Device (BYOD) or some other similar acronym describing how employees are bringing their own personal devices to the office. BYOD is accelerating faster than any adoption of any technology we’ve seen!

Wide ranging approaches

Some companies are already attempting to understand how to deal with BYOD, while others haven’t even begun and are looking for direction. But everyone acknowledges it’s something that can’t be ignored. Whether or not companies officially sanction it is almost a moot point. It’s here and if you don’t find a way to deal with it, you will feel the impact.

We are always on and always connected. That may be good or bad, but either way, it can definitely affect customer experience.

Each time a customer interacts with a company, there’s an opportunity to positively or negatively impact that company’s brand, as well as customer satisfaction. That’s why customer experience is extremely important! Ensuring an appropriate level of quality in a communication experience is a key element in brand and business goals, particularly in technology, service and other communication-intensive industries.

In talking with some of our customers who are attempting to deal with the BYOD situation, certain questions come up repeatedly: Are customer calls getting though? Are they of good enough quality? Does the quality of experience represent the company brand properly? And finally, what are some of the metrics organizations should be using to enable them to work with user/customer experience in a quantitative way?

At the International Avaya User Group (IAUG) conference in a few weeks, I’ll be presenting on Ensuring the User Experience in the BYOD Era. During the talk, I’ll be discussing ways to answer these questions, as well as the environmental conditions that should be met in order to properly handle BYOD.

Key challenges

I’ll also talk about some of the key challenges companies face as this adoption cycle continues, such as quality of experience, interoperability and security. Moreover, I’ll be laying out the KPIs for BYOD that directly support key business objectives, based on these BYOD survival tips:

  1. Recognize that everyone has a better mousetrap – new devices are coming on the market daily, so you must be prepared
  2. Make it easy to discover and add functions
  3. Balance security and convenience
  4. Bullet proof your underlying networks
  5. Consider employees satisfaction, productivity and experience

BYOD tips

For a more in-depth discussion of these five BYOD tips and the associated KPIs and metrics that you must consider in order to meet these goals, read the Opus Research report on the subject: 5 Rules for Survival in the “Bring Your Own Device” (BYOD) Era.

I also encourage you to add to the conversation in the comments below and let me know how you think companies should begin to think about KPIs and metrics to ensure a successful experience in the BYOD era.

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