|
|
Our vision of the connected world
|
Customers already have access to the richness of the Web at their fingertips, opening up billions of apps, devices, services, plans and websites. But for the service provider, there are still new industry frontiers to overcome.
Customers are overwhelmed by the choices of this complex multi-choice era, which is the first frontier. And while they might want rich, valuable offers tailored to meet their specific needs and preferences, they also want (and need) help in identifying the right offer from this blizzard of choice, and experiencing consistent simple interactions across touch points. This means turning the customer experience into "my" experience - with high quality, simple and personal end-to-end experiences.
A second frontier is the network facing frontier, where service providers are experiencing insatiable demand for data. However, service provider investment in technology just to keep pace with this demand isn't something that is sustainable in the long term.
These two frontiers are also opportunities:
The first gives service providers the opportunity to clear away the blizzard and become the customers' trusted provider for their connected lives. The second frontier poses a fundamental economic opportunity for any business - monetizing a growing demand.
Capturing these opportunities requires service providers to redefine their experience plays:
The first experience play centers on owning the customer experience, in which service providers can partner with over-the-top and other third-party partners, and use their customer data to offer customers an aggregated simple and personal customer experience across devices.
The other experience play is about enablement through a reliable superior network experience, where the service provider utilizes its core assets to enable others to deliver the customer experience.
But whichever play the service provider chooses to use to differentiate itself, there are key business imperatives that need to be embraced to ensure experience success.
|
|
|