Fibre broadband is helping to drive up revenues for operators. It commands a price premium of around 30% over non-fibre broadband and there is a strong market demand with customers willing to pay this premium. Add in government subsidies and assistance to make sure that high-speed connectivity is available to all and investors lining up to fund network roll-outs, then it’s no real surprise that...
Generative AI is one of the hottest tech topics in 2023. In telecoms, several CSPs have already started to deploy Generative AI into their operations. Almost all CSPs are investigating where and how Generative AI could be used and consensus is that the first use of Generative AI will be to support customer operations, and specifically customer care.
In a recent blog, Qvantel’s CDO, Ruben Lopez wrote about how the aspirations of service providers have become more ambitious with the majority wanting to become full digital service providers selling a variety of end-to-end services. Ruben also wrote that he’d led several digital transformation projects where the service provider is now a fully digital company providing everything from education...
How CSPs measure their own performance is changing. Over the last couple of years, new KPIs have started to appear in the CSPs’ annual reports. These include percentage of customer interactions through digital channels and revenues from non-connectivity offers such as entertainment and financial services.
Digital-sub brands are a telco success story. By removing the legacy roadblock to digital transformation and starting with a fresh greenfield site many sub-brands are seeing excellent results in a very short timeframe. Sub-brands are out-performing their parent telcos’ across a range of strategic KPIs. In March 2021 McKinsey published an article called “A battle plan for telcos’ digital-attacker...
The marketing team in an operator wants to launch a new offer. They also want to grow the subscriber base and have developed a new referral scheme to attract new subscribers. The customer care team is under pressure to increase net promoter score and has developed a process to deliver a better online experience. They go to IT and request that these new use cases are implemented.
Here’s a radical idea. You know that large-scale digital transformation project that you’re planning for or have just started. Take a step back and ask if there’s a quicker, more cost-effective and low-risk option.
Digital transformation can be hard, especially for established telcos. Legacy processes, systems, and legacy thinking can stall the best intentions of telcos looking to evolve into new digital-first companies. Getting to the point where they are selling a range of digital services across a variety of digital platforms to an increasingly digital-savvy customer base can be a hazardous journey.
Business Support Systems (BSS) are at the heart of a telecom operator’s successful business operations. But in the past two decades, operators have drifted away from a focus on their business by taking an IT-centric approach to source, run, and evolve their mission-critical business platforms.
What should be simple has become complicated, slow, and expensive. This has led to an unhealthy model of...