Unleashing human growth
potential through connectivity
Disruptive forces are at play in
the industry, creating the opportunity for new sources of growth for connectivity
providers. The potential is real and could be exponential, but can only be unlocked if
CSPs make radical, systemic changes to how they think, operate, and engage with their
We see three overarching mindset
and operational shifts that need to be embraced for experience reimagination to happen,
regardless of which business model or growth segment they choose to prioritize.
From tech-first to
Growth is expected to stem from a
more platform and digital services driven strategy. As CSPs continue their digital
transformations, the key to winning is doing it while maintaining a human first mindset
CSPs’ advantage versus the big tech
players is their existing customer intimacy and access to first party customer data.
They need to leverage this and keep fueling a culture that is customer obsessed. Kill
the tech jargon and make every experience simple and intuitive. Use this human-first
mindset and insight to inform every aspect of their go to market strategies.
From one size fits all to
more modular, flexible solutions
The multi-purposing of our homes
has impacted all of us, especially SMBs. As a result, services are needed that are more
adaptable to our constantly shifting context and needs. People already expect and
receive from other industries services and support tailored to their needs and delivered
on their preferred channel in a seamless, intuitive way. This now must become CSPs’ new
From a connector of people
and services to an enabler of economic prosperity and wellbeing
Ultimately, even greater
opportunity lies in shifting the focus away from legacy connectivity services and
products towards what connectivity can enable individuals and communities to achieve
more broadly in life. By opening up to partnerships, ecosystems and bringing more of the
outside in, CSPs can fulfill a more purposeful role in not only keeping us connected,
but also helping us grow as a more connected society.
Organizations that set a high
ambition level for human experience and embrace meaningful innovation will grow and
sustain their mission while leading a positive shift in the communications industry.