This is the use of new A3 (analytics, AI and Automation) to provide support for unassisted (digital) and assisted (human agent) interactions between the telco, the telco’s customers or ecosystem partners and the telco’s supplier or partners. The diagram shows the increasing complexity of these interactions using the lines between the boxes: the black […]
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Previous work in 2020 uncovered four categories of A3 trends that will shape a telco into the mid and longer term – see left hand column in this diagram: The diagram sets out 9 different streams of activity within a telco. The augmented customer experience describes the use of intelligence and automation to provide […]
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This diagram provides a very speedy summary of how Future of Work trends will impact a telco (it would be worth reading the previous post before this one – for context!):
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This research looks at the impact on telcos of the “Future of Work”. Key drivers of this include: Looking at how these Future of Work trends will impact telcos: The markets in which the telco wishes to compete will speed up and become increasingly complex (from an ecosystem and product perspective). This will create more […]
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The diagram below builds from bottom to top, setting out telco skills/capabilities that will be needed in order to support the eleven activities set out in the previous article. At the bottom are a set of skills that all telcos will need to develop. The next layer includes items which virtually all telcos will build […]
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The diagram below sets out a rough estimate of the financial value from 11 areas of telco benefit/cost due to the addition of new types of A3 (both internally to the telco and also externally among customers and partners): First, it should be noted that telcos will generally be less impacted by the implementation of, […]
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