Let's face it we could all use a content diet. Frankly, many suffer from information overload. First came print, then radio & television, the Internet, and now every imaginable form of content is available to you virtually anywhere/anytime via your mobile device.
You don't have to go far to find research that supports the importance of the "customer experience," delivered along with all that content. To create an intentional and meaningful customer experience can require considering every facet of how a customer interacts with their service provider, right down to the monthly bill. You may not think that the monthly bill is a likely place for innovation to improve the customer experience, but take a closer look.