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Strategies for communications service providers to succeed in the digital ecosystem

Ho Seong Kim, ASEAN Communication, Media and High Tech (CMT) Lead, Accenture | Jan. 14, 2016
The complexity of the digital ecosystem is creating opportunities for CSPs to claim a holistic role as customer-centric digital facilitators, backed by their inherent strengths in local distribution channels and building and running high-performance networks.

Change the commercial model

Operators can continue to disrupt traditional business models by fundamentally changing the way they charge for services. For example, they can operate hybrid networks, coupled with new business models, to deliver new use cases like LTE multicast, retail subsidised Wi-Fi, and other services.

Furthermore, they can leverage their "trusted provider" status with their customers to differentiate core device and network offerings. The evidence that supports operators' roles as "trusted provider" is certainly growing. Take the example of a recent Accenture global consumer survey, where 33 percent named CSPs as their first choice - along with banks -- to handle and protect their personal data.

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In addition, an impressive 79 percent of respondents said they would prefer a single provider to manage all of their communications and entertainment products and services. Based on these findings, it is clear that consumers are considering CSPs as facilitators for their digital goals. 

Monetise insights from big data

Data monetisation fueled by "big data" is another area of opportunity for CSPs. The digital operator may have the ability to improve and extend current capabilities by leveraging real-time insights coming from operations, customer behaviour, and all the information flowing through their networks.

Additionally, the Internet of Things, with everything connected, creates an opportunity for digital operators to help drive and monetise the ecosystem, and as a result, play a critical role across multiple vertical industries and a myriad of applications.

A leading role in the digital ecosystem

If CSPs are to take advantage of their unique positioning, they must leverage the insights gained from their unparalleled array of touch points. These touch points provide multiple opportunities for growth and innovation, and should extend beyond simply "dealing" with customers' regarding sales and service, but use data to anticipate what they might want or value, and proactively develop and deliver it to them.

The complexity of the digital ecosystem is creating opportunities for CSPs to claim a holistic role as customer-centric digital facilitators, backed by their inherent strengths in local distribution channels and building and running high-performance networks.  The CSP who can be at the helm, helping its customers to navigate the digital ecosystem, is not only providing a valuable service, but helping to drive digital for mass adoption.

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