Physical retail was under pressure which COVID-19 exacerbated. However, it is not just a matter of decline: telcos are finding new models of hybrid retail that create new solutions that their customers need and embody the Coordination Age.
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.