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Executive Summary - Digital Transformation: Customer Centricity Crucial for CSPs



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Report Summary:


This is a complimentary executive summary of the full report: "Digital Transformation: Customer Centricity Crucial for CSPs". 

Clients to the Wireless Operator Strategies service can access the full report here.

Consumers demand more contextual, personal interaction from brands, as their expectations are shaped by leading digital natives like Facebook, Google, Uber, Amazon, WeChat and others. Communication Service Providers (CSPs) must become more customer centric through digital transformation or risk losing customers and revenues. This report explores how CSPs must add digital to customer journeys in order to fend off competitors, turn customers into fans, grow revenues with new digital services, and maximize profitability with better customer lifetime values.

CSPs should target 6-8% margin improvements from digital transformation strategies.


Best practices from Deutsche Telekom, Telefónica, STC and Vodafone point to opportunities to succeed with customer centric digital transformation. 


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