The Case for Holistic Digital Transformation
CSPs often opt to upgrade individual pieces of their systems at a time during the digital transformation process. However, this method can result in systems that lead to poor customer service and security risks, among other challenges.
While digital transformation initiatives have been underway for years, many telcos are realizing that upgrading only select components of their technology stack at a time is not delivering the necessary results. The problem isn't that operators are not pursuing digital transformation, but rather that it's happening in isolated pockets, leading to fragmented systems and suboptimal outcomes.
1. Customer Experience (CX) and Satisfaction: Due to issues with service quality and reliability stemming from an inability to correlate relevant data from the network quickly enough has resulted in poor customer service. Despite investing in customer-facing technologies such as apps, chatbots and self-service portals, these isolated upgrades have not significantly improved the overall customer experience.
2. Patchy Automation: Many operators have begun automating certain processes, but the results have been inconsistent. With legacy inventory systems still in place and inadequate automation, the impact on efficiency and agility has been minimal. This fragmented automation is risky and leaves the business vulnerable to inefficiencies and higher costs, especially with the growing complexity of managing 5G core and IoT.
3. Reliance on IT: Business users still rely heavily on their IT departments to implement changes, such as launching new offers, updating pricing models or visualizing data in specific ways. Piecemeal digital upgrades that fail to democratize data access and decision-making for business users limit the effectiveness of transformation efforts, ultimately slowing down the business. Without empowering non-technical teams with the tools they need to move quickly, telcos will struggle to stay competitive in a fast-changing market.
4. Cybersecurity Risks: With the transition to digital and cloud platforms, telcos are becoming increasingly vulnerable to cyberattacks. The rise of IoT devices connected via 5G networks introduces new vectors for attacks, putting both infrastructure and customer data at risk. Without an integrated security framework that spans the entire system, telecom operators remain at risk of costly breaches and data leaks.
Given these challenges, there is an urgent need for telecom companies to accelerate their digital transformation efforts. Yet, they face the new dilemma of ensuring a sustainable experience while driving growth.