Digital maturity: Are we on the right path?
This report looks at digital maturity models, how telcos should approach digital transformation and why some strategies have not been successful so far.
Annie TurnerDownload Report
By submitting this form, you acknowledge that your contact information, including email address, will be shared with the sponsor, and consent to TM Forum contacting you by phone or email to fulfill your request and to inform you about appropriate products or services.
Sponsored by:
Digital maturity: Are we on the right path?
The heart of digital natives’ success is that they have revolutionized how (and how easily) consumers interact with the companies or individuals they buy products and services from. Technology and customer experience are two sides of the same coin for digital natives, and seriously technical people hold high positions right across their organizations, with their eyes constantly on how technology can be leveraged to improve service. Consumers’ experience with digital natives has changed their expectations about interactions with all companies. Over the last decade, this has led forward-thinking, non-digital natives including communications service providers (CSPs) to attempt digital transformation of their own organizations. A major failing of companies trying to emulate digital natives’ success, however, is that that they often strive to use technology without realizing its entire purpose is greater customer centricity. According to TM Forum’s latest Digital Transformation Tracker, published in February this year, a third of operators surveyed have still not started their transformation programs – and most that have are in the very early stages and already frustrated by roadblocks or not achieving the expected results. Encouragingly, though, the tracker demonstrated far greater awareness of the fundamental importance of companies changing their culture as part of digital transformation. Apparent lack of progress does not mean they are on the wrong path, just that the road ahead is difficult and for many not sufficiently clear. Read this report to understand:
- What digital maturity models are – and what they are not
- The steps a CSP needs to take to benefit from a maturity model and common misconceptions
- The right way to think about transformation, which is not all about technologies
- The widespread failure of CSPs’ digitalization strategies so far and its causes
- Identifying the relationships between different aspects of digitalization – and the gaps in between
- How Covid-19 has proved a reset for the telecoms industry and provides much to build on
- What to do next to leverage digital maturity models and increase digitalization
