Network Futures

Great customer experience: What’s the secret?

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.

Executive Briefing Service — June 2017

Apple’s pivot to services: What it means for telcos

With iPhone sales apparently peaking, Apple is looking to double its revenue from services over the next four years to approximately US$50 billion, taking it deeper into adjacent markets, such as entertainment, financial services and communications. However, Apple trails behind Google in developing artificial intelligence and needs to extend the reach of its services to capture more behavioural data. If Apple decides to decouple more of its key services from its hardware, that would have major ramifications for Google, Amazon, Facebook and many of the world’s leading telcos.

Consumer — June 2017

Telco-Driven Disruption: Will AT&T, Axiata, Reliance Jio and Turkcell succeed?

To find new revenues, some telcos are competing head-on with the major internet players in the digital communications, content and commerce markets. Although telcos’ track record in digital services is poor, some are gaining traction. AT&T, Axiata, Reliance Jio and Turkcell are each pursuing very different digital services strategies, and we believe these potentially disruptive moves offer valuable lessons for other telcos and their partners.

Consumer — May 2017

Transformation: Are telcos investing enough?

Our latest adjacent market case study analyses Axel Springer’s successful 10 year digital transformation from print to online publisher, and holds many lessons for telcos, not least of which are the pitfalls of under commitment, and the required level of investment in M&A.

Executive Briefing Service — May 2017

Consumer IoT: How telcos can create new value

The Consumer Internet of Things (IoT) market could be huge, but hasn’t yet taken off. We look at why, analysing leading telcos’ and others strategies to date (including DTAG, Orange, and Telefonica), and outline a strategy for how telcos could play a major role by solving some of the key problems.

Executive Briefing Service — May 2017