Interesting pitch.
I'd say there needs to be sufficient focus on all components supporting and providing the said user experience - and network is an important part of that. Quite often there is no need to resort to "e-care" and digital platforms when experience matches or exceeds expectations. In an ideal world, customer is acquired and once a product is provisioned and behaving in an optimal way, the only reason for customers to access the pitched "digital components" are typically to find out about better offers, switch plan, enable perks etc.
One might think then "why would ISP not to enable all those benefits by default, and proactively inform the customer about their journey"?
How would that affect loyalty when users understand that by design, they are looked after by the robots, without a care on customers part?
(let's coin a term "care-free customer" shall we)
With insufficient focus on a modern and resilient network, digital experience may become a proverbial "lipstick on a pig".
Lipstick on a beautiful lady is well... beautiful. I tend not to trust graphs that seem to suggest there should be equal investment in incomparable, mutually complementing things.
"People should be beautiful in every way-in their faces, in the way they dress, in their thoughts and in their innermost selves. "
1897, Anton Chekhov
So are ISPs.
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Sergey Zak
an architect
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Original Message:
Sent: Aug 28, 2018 13:20
From: Sam Gadodia
Subject: 5G racing up the wrong hill
I'll be attending at Digital Transformation World North America in Dallas in September, discussing my vision for the digital operator of 2020. He're some early insight I've written for TM Forum Inform:
5G: Racing up the wrong hill?
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Sam Gadodia
LotusFlare
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