With the arrival of the Internet of Things and the capability of devices to share data by connecting to the internet, operators need to recognize and capture the potential of their networks as “experience platforms”. By 2020 there could be as many as 100 billion internet-connected objects around the world, and this represents a unique opportunity for operators to deliver the rich experiences their customers demand.
Operators must realize that the Networked Society exists for the experiences it enables, and that both the B2C and B2B businesses are capturing great experiential value from the vast telecommunications networks. The network delivers digital technology that enables experiences that were never possible in reality.
This paper looks at the origins of the shift from the service economy toward the emerging “experience economy”, the need for operators to capture the potential of their networks as “experience platforms”, the value created from the shift for both operators and customers, and the necessity of operators to adapt to the new environment.