Global Market research on telcos that have reinvented their customer experience and their cost base

Project status
Project start date
Not specified
Project posted
18 Feb 2016 14:29
Project duration (approx.)
1.0 Day
Budget (approx.)
£600 / day
Information Technology & Services
Area of expertise
Analyst / Research, Strategy
Consultant location

Objectives and Key Deliverables

We are moving our business into quad play from triple play . We have a very low cost base already but it comes with very low customer satisfaction , high churn , and high bad debt because of the Customer base we attract. The business does not have huge amounts of cash and suffers with network quality issues specifically in broadband.

We need to reinvent the business in order to grow again , without huge cash injections.

The telco hasn't really been disrupted in terms of the way it does business. It's been attacked by OTT players like Whatsapp, but telcos have not really used technology to change the ways they do business. Giffgaff in the UK is the closest to a digital disruption of a telco.

We need to find examples across the world of where telcos have disrupted themselves and done things differently to drive customer satisfaction up and costs down or other sectors where we can steal with pride ideas from.

The mechanics of how these changes were made are also critical to this project so examples need proof points of success and "how" it was done .

We are looking for a PowerPoint presentation of 20 slides which shows examples of where telcos have reinvented themselves through digital tech to drive customer growth, customer satisfaction and costs down without huge investment.
AirBnb did hotels , Uber did taxis, we need to provide inspiration and ideas to reinvent telco .
The what and the how it was done is important.

Experience of global markets to seek out inspiration and examples of disruptive structures for telcos or excellent examples from other sectors

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