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Telcos and the major Internet platforms increasingly rely on each other. What kinds of agreements should operators enter into with Amazon, Apple, Facebook and Google and what should they avoid? And what are the strategic implications of supporting players who habitually use their powerful brands and software expertise to disrupt entire industries?
Artificial intelligence (AI) is more powerful and affordable than ever, and the leading consumer-facing AI platforms – Google, Apple, Facebook and Amazon – are in an arms race to bring the technology to smartphones. AI will radically change the way people use smartphones, but what are the implications for data traffic and consumer expectations, and what role should telcos play in this evolution?
Our research into 47 global operators reveals divergence in telcos’ levels of digital customer engagement. In this report, we examine three strategies that emerge (Digital Nascent, Multichannel and Omnichannel) and the key factors for success, drawing on lessons from case studies in banking, retail and hospitality.