Data orchestration: The key to becoming a data native organization

In this report we revisit data analytics but in a broader context. Rather than focusing specifically on the challenges CSPs are facing, we assess the business implications of failing to use data insights to build a better customer experience. We also explore why the telecommunications industry has been slow to draw a correlation between providing better customer experience and improving financial results for shareholders. As part of our research we interviewed C-level executives and senior VPs from CSPs in multiple regions of the world. They are executives who passionately believe in the power of data insights to unlock hidden value in their businesses, but they expressed disappointment and frustration at the slow, stuttering progress their companies are making. Whatever the reason for previous mistakes or lack of prioritization, the bigger question is: How can CSPs make up for lost time when they’ve already been on multi-year journeys to deliver better data insights? Making this a board-level priority by joining the dots between insights, customer experience and the profitability of the business is essential. But this is just the start. Read this report to understand:

• Why CSPs' data strategies are failing
• How Amazon links customer experience to financial performance
• Why digital experience is necessary but also challenging
• Where to look for the right skills
• How Vodafone is quantifying the business impact of better customer experience
• What data orchestration is and why it’s important
• Why it’s important to have a board level champion for a data strategy
• How Reliance Jio, Celcom Axiata Berhad and PCCW are leveraging data
• How The TM Forum Digital Maturity Model can help