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.
The music industry was one of the first sectors to be fundamentally disrupted by the Internet. Facing an epic and almost existential battle with piracy, coupled with expectations that music should be free, the record labels have tested many different business and distribution models. With sales of recorded music finally growing again, telcos and their partners can learn a lot from the music industry’s hits and misses.
STL Partners has compiled a new quarterly-updated tracker service of commercial deployments of NFV and SDN by leading telcos worldwide, providing an Excel database accompanied by an analytical report. The first update, devoted to Europe, found operators and vendors focusing on core network virtualisation and SDN/SD-WAN have so far led the way, as timelines on more systematic transformation programmes have been extended.
Building a telco based on ‘free’ open source software is theoretically highly attractive to telcos, particularly those looking to increase their control over innovation and differentiation, and/or where cost reduction is critical. This report looks at how to address the challenges, identifies practical options and choices, and how, when and why to go about open source transformation in the real world.
Blockchain has attracted a lot of hype, but what is it actually useful for? In this report and follow-up webinar, we discuss blockchain’s strengths and weaknesses as a tool to solve business problems. The report identifies seven high potential use-cases where telcos could use blockchain to cut costs and support new services, and outlines which are most likely to be implemented first and why.
An excellent customer experience is a critical part of modern business, and one that most telcos really struggle with, achieving poor customer satisfaction ratings compared to almost every other industry. We’ve looked at a sample of leading companies with high customer approval ratings in telecoms and other industries, and found surprising commonalities in their approaches to providing a great customer experience, whether in the digital or physical world. In this, the first of a series of reports, we look at what great customer service means and what it takes to deliver it.