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?
Tag: customer experience
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.
Improving customer experience has been a focus for telcos for almost 20 years, but there is still some way to go. This research looks at how A3 is helping telcos today and how it can address key challenges in future.
Singtel’s data analytics business, DataSpark, has achieved some impressive results, but scaling is hard. Its path highlights lessons on dealing with the challenges facing all telcos building new businesses, e.g. how to govern and manage relationships with the broader organisation, measuring success, and finding the right skills and partners.
AI, coupled with a data-centric approach and automation, looks like it is starting to pay back the operators who have led in this field. Where can industry leaders go next, and what are the key lessons for others on how to ‘jump the curve’?
We review telcos’ current strategies to drive revenue streams beyond connectivity and enhance their role in the Coordination Age, and explore how they can better leverage 5G and other core capabilities to provide unique value in a B2B2X environment.
Assuring networks, services and devices in the world of 5G, edge and IoT demands new capabilities in automation, AI and analytics (A3) at the edge of networks. This report sets out a roadmap for telco decision making around assurance tool creation, deployment and possible monetisation.
This report maps the application of analytics, automation and AI (A3) across the telco organisation, identifying where each technology is most effective, and providing a foundation for understanding and planning the use of A3 to improve core business performance. Part 2 will estimate the potential value of applications.
Our latest research shows that only one in five telco AI projects has made the leap from proof of concept (PoC) to live deployment. How can telcos improve the hit rate and achieve real performance improvements?
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?
How a customer care simplification and automation programme achieved the double whammy: reduced costs and improved customer experience.
Autonomous networks are still many years away, but AI-supported automation is a reality now, which all telcos must master to survive. What steps must telcos take to implement AI in network maintenance, optimisation and planning, and what is it worth?
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.
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.
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.
The quality of experience delivered by operators’ mobile data networks is a key indicator of their current performance, and a foundation of their future prospects in digital. Our MobiNEX ranking, updated this week for H1 2016, shows how 80 operators in 25 countries compare. How does your telco stack up?