In the ever-evolving landscape of the telecommunications industry, adaptability is key. e& stands at the forefront of this transformation, navigating the transition from a traditional telecom entity to a powerful technology enabler. The rapid pace of technological advancement and shifting consumer expectations present a series of complex challenges, impacting various facets of operations.
Thriving in a Dynamic Environment
“Given the critical role that telecom companies play in this very dynamic ecosystem, operators are facing challenges that cut across multiple technological dimensions,” said Pablo Mlikota, Senior Vice President/International Roaming & Mobile Services, e& operations.
At the forefront of e&’s strategic approach lies a dual focus: Firstly, a keen understanding of the target market and its evolutionary path is imperative. Thorough market research is essential for determining prospective clients’ needs and preferences. Tailored offers and marketing strategies can be created by segmenting the audience based on demographics, usage patterns, and income levels.
Secondly, an unwavering commitment to digital transformation is key. This investment includes streamlining operations, enhancing customer experiences, and embracing novel business models. Prioritizing cloud-based solutions ensures greater scalability and adaptability, while data analytics integration provides invaluable insights into customer behavior, network performance, and current market trends, allowing for more informed decision-making.
Proactive Approach: Customer-Centric and Collaborative
Having gained insight into ‘whom to engage and ‘how to do so’, it is crucial to prioritize the overall customer experience. This involves placing a strong focus on customer satisfaction by offering high-quality, reliable services, and personalized experiences.
It is essential to implement customer-centric strategies such as omnichannel support, proactive communication, and regular feedback collection to enhance customer engagement and foster loyalty.
It becomes clear as one moves further along the “value chain” trajectory that telcos’ traditional offers might not be enough to meet customer demand.
“Diversifying product and service offerings is crucial. It is essential to broaden the portfolio to include cutting-edge products and services such as Internet of Things (IoT) connectivity, 5G networks, and unified communications. This is a strategic move that opens up new markets and revenue streams,” added Pablo Mlikota, Senior Vice President/International Roaming & Mobile Services, e& operations.
Collaborative efforts are imperative, recognizing that telcos cannot embark on this journey alone. The next phase involves strategic partnerships with industry players, technology providers, and content creators to optimize network capabilities, enhance service offerings, and foster innovation. Partnerships not only broaden reach, but they also share risks and provide access to new markets.
Infrastructure Redefined
After identifying the target market, digitizing operations, streamlining processes for customer satisfaction, as well as expanding services organically and through partnerships, optimizing network infrastructure becomes crucial. Securing adequate funding remains essential to meet high-speed, low-latency, and seamless coverage demands. Embracing technologies like Software-Defined Networking (SDN) and Network Function Virtualisation (NFV) not only improves management but also reduces costs and enhances flexibility.
In the context of entering the OTT/Internet-enabled business range within a highly regulated environment, two key factors emerge regulatory compliance and securing the right people for the task.
Staying abreast of the latest regulatory shifts and ensuring compliance with relevant laws, including those related to data privacy, net neutrality, and spectrum allocation, is essential. This requires actively engaging with policymakers and industry associations to influence favorable policies and contribute to shaping the regulatory landscape.
Assembling the right team is equally important for executing an ambitious plan. This involves nurturing talent, both through organic growth and strategic new hires, while creating an environment conducive to innovation and growth. Investment in employee training and development is essential, ensuring the workforce is equipped with the skills needed to adapt to the swiftly evolving industry. Cultivating a culture of innovation that fosters experimentation, collaboration, and knowledge sharing will further bolster success.
The commitment of e& to this holistic approach has enabled it to achieve this transformational journey from a telco to techco, and successfully navigate the complex telco industry, drive growth, and stay ahead of the competition.
