Driven in part by the COVID-19 pandemic, demand for both core broadband and value-added services is growing. This presents new challenges and opportunities for operators seeking growth “in the home”. However, traditional growth strategies, such as the triple play proposition, have reached maturity – telcos must therefore find new ways to drive sustained growth and stay relevant in the space.
As public suspicion about the veracity of online information increases, telcos could use their behavioural data to help Amazon, Google, Airbnb, Uber and others counter fraud, identity theft and fake reviews.
Since the widespread adoption of smartphones and social media, methods for engaging customers and customers’ expectations from the brands they interact with have changed considerably. Customers now expect more real-time interactions. Consequently, many telcos are putting customer experience at the heart of their digital transformation initiatives.