The future communications service provider
- Document type
- Banerjee, Sumit; Hong, Montgomery; Fanno, Matt
- Date of publication
- 1 August 2013
- Trends: economic, social and technology trends affecting business
- Business and management
- Material type
This report focuses on future communications service provider (CSP). The first key area of the report is that it highlights seven major trends redefining the communications industry:
- The perfect storm: colliding pressure systems of revenue and cost - CSPs are facing colliding economic headwinds that are accelerating a divergence between revenue and cost.
- The ‘100 percent data’ environment: a major threat to differentiation - Customers want faster access and richer services, but justifying ROI remains a challenge.
- The new face of competition: the rise of the superplatforms - The next wave of CSP competition will look very different from the last one.
- The digital customer: always in the channel - Tomorrow’s opportunity for CSPs will be in making sense of the new digital customer.
- Required to capture value: move beyond the core - Winning in new services will require CSPs to up their innovation game and find their ecosystem roles.
- Government: roiling the waters with new opportunities and requirements - Government policies will focus on both increasing and restricting competition, depending on country priorities.
- Out of footprint: consolidation and globalization - Size will matter, and the future of the communications industry may well be out of footprint.
The report then examines five key dimensions of a CSP’s business and offers a transformation blueprint for CSPs to remain relevant in the converged digital world:
- The network of the future: collaborative, evolved, converged:
- Lay the foundation through collaborative optimization.
- Increase network intelligence to enable converged experiences.
- Evolve networks from dumb pipes to smart pipes.
- The new CSP business model: integrated digital services provider:
- Transform legacy services from siloed products to integrated experiences.
- Reprice future services from ARPU to ARPA.
- Build a new era of partnerships with OTTs and developers.
- Approach to digital customer engagement: social, segmented, seamless:
- Have a clear digital strategy.
- Engage the #Customer.
- Deliver the seamless omni-channel experience.
- New service focus: invade adjacent markets:
- Create a services supermarket.
- Establish Big Data as the new currency of growth.
- Prepare for three phases of CSPs’ cloud journey.
- Key to human capital: attracting the right mix of leaders and innovators:
- To innovate in digital services, acquire digital talent.
- Rally legacy service leaders to pursue a new core.
- Cultivate a new cadre of innovators.
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