Since broadband is an immature business and quality-assured services are rarer than rocking horse manure, many fallacies abound in the resulting information vacuum.
No matter how grown-up any of us is or feels, we are all vulnerable inside, and seek reassurance and refuge from worry. How can businesses up their game on engineering positive feelings and avoiding bad experiences? Maybe we can glean some insight from how airlines treat their most precious cargo, children travelling alone.
This is my “Tao of Telecoms”, the synthesis of my last decade working with (and learning from) a number of leading practitioners in network and management science. It is a first draft, and thus imperfect, over-long, incomplete and possibly even incomprehensible in places.