For many consumers, the array of telecommunications options is nothing short of exasperating: Landline, wireless or internet phone? Dial-up, cable, DSL broadband, or WiFi? A prepaid plan or a two-year contract? The telecommunications industry is swimming in a rising tide of complexity, with POTS, the plain old telephone service of the 1960s, giving way to 100 to 150 different products and services.
If consumers are frustrated, so are the telecom carriers, which have been forced into this labyrinth by both rising consumer expectations and increasing competition. Amid the complexity, telecom firms are finding it tough to increase their revenues, keep costs down and still provide customers with an uncomplicated offering. For example, a typical company that offers fixed-line, mobile, cable or DSL broadband services uses different platforms, service delivery processes, and even billing systems for each, and has customer service records scattered across multiple databases. This duplication not only increases costs, but also forces firms to invest in new technology while continuing to support older systems.
In das Gespräch mit Experten aus Industrie und Wissenschaft fließen jüngste Erkenntnisse ein - ob beim Vortrag, in der Diskussion oder bei einer der A.T. Kearney-Veranstaltungen.
Print
