In this digital era, populated by the digital natives, telecommunication and media industries have been facing major disruptive and unpredictable forces, having to rapidly adapt and rethink their strategies while still delivering top quality service to their clients and value to all stakeholders. The real market battle today is not with the traditional players but with the global players, like the so-called GAFA.
To win this battle, to be the fastest in this race, CSPs need to transform themselves into DSPs – digital service providers – fuelled by data, by offering true digital services, with a unique, outstanding and differentiated customer experience that promotes the same feelings, the same pleasure despite being bought online or offline.
The needed transformation must address several dimensions along the journey to become an agile company, to compete in the digital arena and to lead in customer experience and digital services. This edition of the InnovAction addresses these dimensions and proposes some strategies for those seeking to succeed in this aggressive but quite exciting times and full of opportunities.