The telecom market is in transition and constantly has to adapt to changing consumer behaviour and OTT-providers. Connectivity has become a primary basic need and data traffic continues to grow exponentially, also due to the rise of the IOT. The mobile providers are preparing for the arrival of 5G. They are trying to win customer loyalty with quad play and content services. To survive in a displacement market like this, it is vital to pick a distinctive position.
As margins are under such intense pressure, it is important to create a healthy balance in the value of a customer and the value that a supplier offers in return. The cornerstone of curbing the costs of performing their task is the efficiency of operations and customer processes. The corporate market will also be more and more geared towards retention of existing customers, whilst new services such as cloud telephony will need to deliver customer loyalty.
In order to be innovative and respond better to individual customer needs, telecom providers can gain great insight and applied knowledge from their customer data. There are strict rules in the industry on how to handle this data, the key question being whether or not these rules serve the interests of the customer. The General Data Protection Regulation offers more scope to use Big Data. Such Big Data is also ideal to use to innovate with new propositions and services.
Mapping (target) vs Mapping (actual)
Target groups and propositions
Business case and roadmap
Insight into value creation
Point on the horizon
Optimum customer experience
Content mapping and mining
Segmentation based on content
Next Best Offer models