Preparing for Continuous Disruption
2017.12.21   |   29 pages   |   Direction, Strategy and Brand Differentiation

Author:
Nicola Warren


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Telecommunications is one of many industries that are faced with the threat of continuous disruption.  The Fourth Industrial Revolution is underway, ramping up the speed and reach of innovation.  New markets are opening up as consumer demand changes and expectations increase. 

These conditions are placing pressure on the traditional business models of MNOs.  New players continue to emerge with the potential to disintermediate MNO customer relationships and irreversibly impact their profitability.  There is no end to this trend in sight.

This report considers approaches that operators can adopt to succeed in the face of disruption.

 

Companies: AT&T, SK Telecom, VEON, Vimpelcom, SK Planet, TELUS, Telefonica, T-Mobile, LetterOne Technology, Telstra, Udacity,

Countries: USA, South Korea, Global, Netherlands, Canada,

Keywords: customer relationship, innovation, customer feedback, next commerce, customer insight, customer data, connectivity, AURA, disruption, digital ready, artificial intelligence, disintermediation, career lattice, NUGU, platform, digital commerce, digital transformation, perpetual learning, nanodegree, Fourth industrial revolution, agility, employee experience, customer centrity, customer experience,

1

Overview

1

2

Introduction

2

2.1

Background to the Report

2

2.2

Report Content

2

2.3

Currency and Conversions

3

2.4

Further Questions and Feedback

3

3

Environment of Continuous Disruption

4

3.1

The Fourth Industrial Revolution

4

3.2

Market Innovation

4

3.3

Connectivity as an Disruption Enabler

5

4

Approaching Continuous Disruption

6

4.1

Introduction

6

4.2

Change Management and Shareholder Mind-set

6

4.3

Continue to Deliver Connectivity

8

4.4

Be Customer Centric

8

4.5

Become Digital

10

4.5.1

Digital Customer Experience

10

4.5.2

A Digitally Savvy Workforce

11

4.6

Venture Beyond the Core

12

5

MNO Responses to Continuous Disruption

15

5.1

Senior Management and Shareholder Mind-set - Veon, Netherlands

15

5.2

Continuing to Deliver Connectivity – T-Mobile USA

17

5.3

Being Customer Centric – Telus, Canada

18

5.4

Becoming Digital – Telefónica and AT&T

19

5.4.1

Digital Customer Experience – Telefónica Global

19

5.4.2

A Digitally Savvy Workforce – AT&T, USA

21

5.5

Venturing Beyond the Core – SK Telecom, Korea

23

6

Key Findings

26

7

Recommendations

28

 

Appendix – Feedback Questions

30

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