As service providers expand their digital capabilities and aim to interface with more connected technologies, their focus should continue to be on delivering consistent high-end experiences to the mobile customer.
Interoperability is the ability for digital systems and system components to interconnect and perform coordinated operations, often despite differing architectures and origins. It impacts how a given device or app is experienced, especially on the go, and especially as our connection-rich environments grow still more crammed with connectivity options and endpoints.
Over time, interoperability has become a major design concern for creators of devices, apps, and connected platforms. It's also become an optimal way for innovators to target a better user experience for their user base.
Products and services, and even internal processes at many companies, are undergoing widespread digital transformation, developing connectivity to Wi-Fi, cellular, or IoT networks in an effort to make them more useful and more robust. This isn’t a new phenomenon, but it’s one that’s reaching new levels of pervasiveness.
Smart technologies can make our lives more convenient... as long as they work consistently.
At the same time, customers are growing more frustrated trying to compose smart connected solutions—for instance within their own smarthomes—while working with technologies that support limited or incomplete interoperability.
In order for digital transformation to continue to produce positive outcomes and show growth, designers and operators need to continue to push interoperability as a core function of the technologies. Smart technologies must work in concert, or user experiences with them will be unsatisfying and inconsistent, which will cause many current investments in digital transformation to go sour.
From our Carnegie NCP blog:
“While the macro business trends of mobility, globalization and digital transformation are also shaping the modern era of communication and collaboration, the focus on the end-user experience must be a priority to ensure productivity and business outcomes.” (Visit to learn more about why the user experience remains the vital point of focus.)
Service providers that deliver rich, seamless customer experiences will net enduring trust and loyalty. It starts with prioritizing the user experience, improving interoperability, and ensuring continuous connectivity. It’s never too late to design for more seamless interactions. Innovative, market-leading companies are implementing these experience-improvements at the software level with minimum-investment products like Carnegie NCP.