Digital Transformation Value Chain: Enhancing Customer Experience
The Telecom industry has witnessed an onslaught of aggressive transformation, driven by a plethora of ‘Disruptive trends’ – over-the-top (OTT) players bringing in a fresh wave of competition, altered Opex and
Capex scenarios, the rise of the Internet-of-Things (IoT), the emergence of Cloud Computing, Mobile Advertising, and the Big Data phenomenon. These have also significantly impacted Customer Experience (CE) metrics and measuring standards.
Telcos, once a highly self-contained and regulated industry, cannot therefore stay insulated from the digitization-wave. New non-traditional organizations are entering the industry, offering reduced cost-landscapes and a worldwide reach. The roles of traditional communications, broadcast, and IT industries, are converging into a singular whole, resulting in the emergence of a radically different business model.
Major challenges faced by Telcos:
- Increasing data usage over voice
- Large scale commoditization
- New approach from ‘quality of service’ to ‘customer experience’
In their quest to revitalize customer experiences, the telecom industry must look beyond mere front-end user interfacing systems and engineer a comprehensive digital transformation strategy.
Download the whitepaper to know how telcos can undergo digital transformation.