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 customers.
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 human-first
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 in place.
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 normal.
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.