Digital-era technology, which began as a differentiating advantage years ago, is now expected from every business, but its impact is still changing the relationship between businesses and society, and the expectations of individual people. Spearheaded by communications companies, businesses are taking their first steps in a new world where products, services, and even people’s surroundings are customized, and where businesses cater to the individual in every aspect of their lives, shaping the very realities they live and work in.
The digital saturation of services has given communications companies the potential for exceptional capabilities. They can understand their customers with a new depth of granularity. They have more channels than ever to reach those consumers. And with companies in every industry heavily investing in digital technologies, there are more digital ecosystems and more potential partners to help companies create holistic experiences. But these capabilities and advantages are now available to every organization. As they look towards the post-digital era, communications leaders need to ask how they will set themselves apart.
The longevity of most Communication Service Providers (CSPs) is both an opportunity, thanks to long-standing trust developed with customers, and a risk owing to technical debt in legacy systems and operating models. To progress, they need to accelerate completing their digital transformations to extract the greatest value from their investment, while simultaneously turning a strategic eye toward what’s next.
By shifting the company’s focus to opportunities (or opportunity targets), finding a place among the ecosystems of the post-digital era, and mastering digital investments with a view toward the post-digital future, leaders position
their organizations for success for years to come.
CSPs are looking to become Multi-Sided Platform Providers or Connected Industry Orchestrators, business models that enable and monetize new B2B and B2C opportunities. To achieve that ambition, CSPs need to pivot their technology strategy and capabilities: