Authors: Sacha Helfenstein & Shengfan Hou
With fast-changing customer needs and a steady stream of new digital technologies and opportunities, Communication Service Providers (CSPs) need to evolve into Digital Service Providers (DSPs) to succeed. To proactively drive change in their business and to make the most of the opportunities requires taking an effective approach to changes in the market. It is here where Qvantel’s value weighs in to provide clarity, vision and focus and a structured path.
The Path of Digital Transformation
Digital Transformation requires a blueprint of key capabilities milestones to follow that will lead to success.
Figure 1: Qvantel Digital Transformation Path
This path includes four major stages:
Stage 1: Build your internal capability
Operational excellence requires replacing manual processes with automation
Digitalized operation provides transparency of the data interface and business logics. Integrating the interfaces and streamlining the business logic enables process automation and provides end to end visibility, resulting in optimised operations and improved cost savings.
Stage 2: Energize Analytics and AI
Unified Data Layer & Open APIs to continuously enrich the offer and customer fidelity;
Consumers and Digital Service Providers follow a supply and demand relationship. A unified data layer and Open API will ensure the data availability for the relationship, which is the key enabler for the Digital Service Providers to manage the value network within the business ecosystem.
Real-time BI & Predictive Analytics to provide timely insight;
Integration of process and workflow allows the process to be tracked and traced, data analytic technology enable quantification of the process flow, and dashboards provide the insight and drills down to identify the bottleneck. Digital Service Providers boosts the operational efficiency by identifying the bottleneck at an earlier stage or even being able to predict the impact of the micro and macro environments.
Stage 3: Empower your users and customers
Omni-Channel for delivering an integrated experience;
The unified data layer ensures the customer interaction and preferences are accessible across all channels (Omni-channel experience). Leveraging contextual awareness for the ongoing and upcoming interactions, omni-channel is able to serve the customer via the right channel with right value propositions and interactions. Unified design principles for the interaction patterns ensures a seamless experience regardless of the channel used.
Front Empowerment & Customer Self-Management to improve the service efficiency;
Further leveraging the Omni-channel capability, Digital Service Providers should empower the customer and front line engagement personal/ AI agents with back-end data analytics and business logic support. This will not only reduce the OPEX, but also provide responsible ownership of the customer’s digital assets.
Customer Journey Simplification to boost the experience and customer perceived value;
Regardless of the complexity of the relationship or technology, the customer journey must be elegantly simple to use with obvious high value to the user.
Stage 4: Generate Value Growth
New Revenue Models innovation with Customer Relationship & Lifetime Value
DSPs should have their ecosystem built on top of the unified data layer and an open API, to leverage the customer relationship value to the partner, and to provide additional value to the customer with the partner’s products and services. DSPs have a unique value proposition in the digital economy such as connectivity, the end to end service capability, ongoing customer relationship, digital operation capability, and insight. The new business model can be innovated with these values.
Serving Future Digital Life and Digital Businesses
The success of Digital Transformation will be measured by how well it is aligned with the needs of future digital consumers and enterprises. We must know and have a deep understanding of the core facets of digital lives and digital business.
For instance, digital customers require seamless and consolidated experience across all touch points and journey steps, covering their complete service relationship ecosystem. The Qvantel Digital Life concept structures digital citizens dealings with their CSPs along three primary facets (Things, People, and Places) and a set of secondary facets (Orders, Financials, and Support).
An analog approach has been established to represent the core dimensions of the Digital Business. By connecting the customers and businesses within this structure, a meaningful relationship between service providers and customers can be established, where the end-benefactors will be empowered to orchestrate all digital assets.
Figure 2: Digital Life & Digital Business
The role of BSS in digital economies is to connect and empower the digital value fabric, to provide an integrated experience both to consumers and business partners. The Qvantel Digital BSS solution suite provides a powerful tool to lead this change to support our customers in their digital transformation.
Using TMForum’s Frameworx as a design inspiration provides a path to interoperability for ecosystem partners to provide products and services. The digital world should be an open economy, and after integration, we want to ensure ecosystem partners can leverage their products and services with immediate consumer value.