At Mobile World Congress 2014, one theme was prominent above all others: disruption. New kinds of mobile devices, social media, Big Data, virtualisation, the Internet of Things (IoT) and Over-the-Top (OTT) providers were central to nearly every product, service or discussion.
By now, it’s obvious to telcos that business models need to change and new strategies have to be implemented, but it’s difficult to know where to begin. That’s why Comptel conducted research with Vanson Bourne: to identify the barriers, strategies and attitudes facing telco CMOs and CIOs/CTOs as they look into 2014 and beyond.
Customer Experience: The Top Priority
Our research found that telco executives almost unanimously (80 percent) agreed that customer experience should be a goal of every employee in the organisation. While that goal may be established, executives are planning a number of different ways to get there. When asked about strategic priorities for 2014:
- 60 percent are hoping to understand gaps in the service delivery process
- 56 percent want to improve network performance
- 52 percent are focused on developing new products
- 48 percent want to understand customer experience on a granular level
The Big Data Behind Big Decisions
The intelligent use of data seems to be integral to telcos’ strategies this year. Predictive analytics, OSS/BSS consolidation and other initiatives can help streamline processes and modernise infrastructure; our research showed that executives are working hard to see these through.
While we found that integration, coordination and analytics are on the horizon, there still needs to be a fundamental shift in the way that different departments communicate – while 72 percent of CMOs want to understand gaps in service delivery, 68 percent of CIOs/CTOs said that they want to improve their networks.
These are the focuses we would traditionally expect from these organisations. Until executives agree on the mutual importance of each other’s responsibility, customer-centric initiatives are likely to remain at a standstill.
So how are communications service providers planning to overcome those barriers? And what will be possible if customer-relevant insights are shared between two traditionally separate organisations?
Check out our infographic, and download our eBook below to find out more!
Want to learn more about telco in 2014? Download our new eBook, “What Telco CMOs and CTOs/CIOs Are Thinking in 2014.”
In this eBook, we share exclusive, global executive research that highlights:
– Executive strategies for 2014
– Barriers to integration
– Technology priorities
– Attitudes toward data & planning