Telcos trapped by legacy system and complex value chains they have invested large amounts in the physical networks leaving little for digitally transforming their own businesses.
Javier G Visiedo posts this challenging blog for Telcos ( follow the link at bottom of my blog)
There is a lesson to be learnt from an equally entrenched insurance industry however. A number have started first with the customer and worked back towards those inflexible legacy systems. They have managed to digitally transform the value-chain from first contact to satisfied customer.
- Customers able to self-service claims and processing without recourse to chatbots but communicating with professionals using augmented intelligence to be able to focus on the important things.
- Subcontractors & service providers digitally connected to the insureco's teams to see & manage every stage of every claim
- 360 analytics view in real-time across the organization from frontline to C-level suite
- With simple unique url interfacing securely with legacy systems
- Disruptive without disruption
Vastly improved Net Promoter Scores of 76 testify to the success and offer a practical approach to digital transformation for Telcos and other legacy constrained industries.
In the digital transformation, the telecom industry in itself would be the main enemy to beat. It is a complex business that has been around for many decades. As it happened with the financial sector before, the telecommunication business must cope with its own legacy. On one hand, technology legacy, with old systems that are highly robust and reliable. Difficult to migrate, and dictating the way things must be done. On the other hand, an organizational legacy, leading to intricate charts, promoting a siloed culture. This combo of technology and organizational legacy could become lethal unless these companies take a serious stand on a profound transformation.