Change agents know that stakeholders need a picture of the future – or “vision” – to point the way for a transformation. Yet visions can do more to unite and inspire action. How can telcos improve them?
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.