It’s not hard to notice that telco customer expectations are ramping up, especially given the soaring number of devices in use in our rapidly evolving digital world. Increasingly, operators are finding that customer expectations and behaviors are sharply diverging from the customer profiles that have long been the basis for telco service offerings and business processes.
In fact, the fast-paced digitalization of communications and services has reached the point where successful operators may need to re-evaluate their processes, service offerings and communication strategies to prevent major business model disruption.
More and more, operators are realizing the need to transform for Digital Telco which means a change in the way operators interact with their customers, introducing advanced analytics to better understand the customer, and fundamentally reinventing how you do business.
We asked Claudio Contini, CEO of Telecom Italia Digital Solutions – Telecom Italia Group to offer his views on how an operator should begin the transformation journey to become a Digital Service Provider.