Telecom Business Review

Sanjay Shrivastava ¹

Affiliations
1 CEM CVM Analytics & IOT, Digital Strategy & Transformation, Ericsson, IN

Abstract

Digital disruptions are transforming Customer's Digital World. It includes co-occurrence and coexistence of intensely evolving digital technologies, the burst of distinct digital devices, different digital channels across the customer touch points and constantly evolving Customer Bahaviour. The communications industry is no exception and is impacted as well. Digital disruptions have triggered enormous changes in technology advances, intensified service experience by digital native companies and constantly changing customer's expectations, pushing Communications Service Providers (CSP) to embrace the constant change and offer personalized seamless Customer Experience. Digital Disruptions bring an opportunity for a CSPs to transform their complete ecosystem and be relevant to the digital aspiring experience hungry customers and retain their market position. CSPs must need to transform themselves into a digital company with digital competencies to manage the changing experience across the multiple touch points and embrace continually evolving customer's expectations through innovative digital products and services. CSP's traditional business models continue to decline and has a zero-effect. They constantly need to innovate a multi-model approach to retain or attract the todays self-organize customers and improve declining revenue. The enhanced customer experience creates a perceived customer experience value for their customer, and it leads to customer loyalty which creates a sustained business value or revenue streams for CSPs. 

Customer-centric digital transformation enables CSP to adapt and an embrace digital technologies, know the customer insides, align the internal business operation processes and governance to offer a digital experience across all the digital touch points with a greater speed. It is termed here as Digital Customer Experience Transformation (DCExT). CSPs need to carve out transformational journey in-line with their business priorities while keeping sustainable digital maturity level and future digital evolution roadmap as recommended in this paper. For CSP, DCExT continuous journey to embrace the digital disruptions for their own sustainable and profitable growth and be significantly be relevant to their digitally enabled customers.

Keywords

Digital Disruption, Digital Customer Experience, Business Transformation, Digital Economy, Digital Maturity, Digital Transformation, Digital Proficiency, Communication Service Providers.

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Sanjay Shrivastava ¹

Affiliations
1 Consulting Manager – 5G and Transformation, Ericsson,, IN

Abstract

5G technology & services are at doorstep for the India Consumer and it’s expected to be reality very soon as a result of successfulcompletion of the 5G Spectrum Auction in India with super active participation by the all the major Indian Communication Service Providers (ICSPs) and new enterprise entrant. 5G enabled networks will enable different sets of innovative use cases and enable CSPs to address fundamental needs of the better network coverage, lower latency, capacity and obviously better customer experience to offer to retail and enterprise customers. 5G is proficient address the growing mobile traffic demands of Indian Consumers and be profitable by delivering new level of cost-efficiency, digitalization, and new revenue streams with innovativeuse cases.This paper elaborates 5G deployment approach including various 5G business and technology dimensions of the 5G deployment in India with potential future collaboration approach to deliver a better quality of service and enhanced customer experience for Indian Consumers soon. 

Keywords

5G Technologies, 5G Mobile Market, Spectrum Auctions, Use Cases, Business Impact, Indian Mobile Industry, Network Sharing

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