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Tag: customer experience

Digital-twins-in-telecoms-operations-stl-partners

Telco digital twins: Cool tech or real value?

Deployment of digital twins by telcos runs significantly behind some verticals as they have less compelling use cases. However, they are now going live in multiple network-related areas. What are the key drivers and barriers of digital twin adoption in telecoms?

STL-Partners-MWC23-research-team

MWC 2023: You are now in a new industry

We found subtle but significant shifts at the GSMA’s Mobile World Congress 2023 that show how the market’s need is changing to ‘connecting technologies’ rather than ‘connectivity’. This has deep implications for the industry and telcos in particular.

Telco apps assessed

Telco apps: What works?

Mobile apps are at the heart of the modern digital economy. Although many telco-owned apps have struggled, some have broken the mould, achieving high levels of adoption and usage. How did they do it?

to churn or not to churn

Telco economics: The price of loyalty

Achieving greater customer loyalty is important for telecoms operators, but often difficult to realise. We look at operators that have proved successful in achieving low levels of customer churn including O2, Telstra and TELUS, and identify practices that have played a key part in their success.

Ballet boxers

Telcos and GAFA: Dancing with the disruptors

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?

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.