These have included managing multi-year transformation programs, long business transitions with customer impacts, complex data migration and difficulty decommissioning old systems—sometimes with an uncertain business case. Meanwhile, digital transformation has arrived:
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Consumption patterns are changing
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Ability to influence and enhance customer experience in real time is a competitive advantage
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New business models are popping up with a need to monetize new revenue streams of all kinds
Although telecom and cable operators have benefitted greatly from the explosive adoption and utilization of mobile services, digital is enabling new entrants to disrupt services that operators have traditionally monetized. There is an urgent call to action for operators to rethink their business models and approach, to attack and succeed in the digital wave, with the following challenges:
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It requires moving from an engineering culture to a service-oriented culture with a strong customer focus, where the customer is the center of the universe
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Companies must understand change as a continuous process, rather than a series of discrete projects
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A whole new business model is needed to survive in the digital marketplace.
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