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?
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.
Verizon and Comcast have invested in high bandwidth fibre and cable networks, whereas AT&T has until recently focused on U-Verse, an IPTV play. Which strategy is winning out and why? The answer is surprising and may transform the US and other markets, and there are parallels with Apple and Samsung’s ‘deep value’ strategies of investing in assets that are hard to replicate.