Global Telcos CVM Digital Transformation Strategies 2023
Description
Global Telcos CVM Digital Transformation Strategies 2023
Key Features
Digital Transformation Trends – Studies how digital transformation has impacted the customer value management industry and how telcos have used digital tools not only to produce more sophisticated and accurate results but also to cut costs.
Accelerating Technologies – An understanding of the underlying technologies that have allowed CVM to be widespread and quickly applied by telcos around the world, these include artificial intelligence, machine learning, big data analytics and similar such technologies.
In-depth country coverage - Analyzes the CVM strategies followed by players at a country level, allowing for the reader to compare this easily across markets.
76 Telco Case Studies - An in-depth look at 76 key players in the market across the world, with a well represented balance in each region.
Growth Opportunities – Analysis of what key principles are working at a regional level and pointing out similar strategies employed across some regions.
Digital Consumer Focus – Enabling the reader to better understand the digital consumer, the different and evolving customer touch points, how the customer journey is changing due to the onset of digitalization.
Telco CVM Strengths - A summary of what a telco is doing in a particular market and which are the key CVM strengths that the telco has displayed
Table of Contents
210 Pages
- OVERVIEW
- Summary
- Introduction
- State of Play in 2021-2022
- Key Trends in CVM
- Competitive Pressures
- A Value Orientation
- CUSTOMER JOURNEY
- The Initial Analysis
- Five Letters Capabilities
- Customer Journey
- Mapping
- Optimizing Customer
- Touch Points
- Disruptions in
- Traditional CVM
- New Age CVM Practices
- Customer life cycle
- management & retention
- strategies
- Telco CRM Framework
- CVM IN THE NEW SME
- LANDSCAPE
- The Opportunity
- Key Challenges for B2B Segment
- Key Takeaway
- Benchmarking Telco CVM
- Measuring Customer Value
- Focusing on the Digital
- Telco
- CEM Triad
- DIGITIZATION CONSIDERATIONS
- Role of SOC & Virtualization
- IP based servicedelivery
- Leveraging Data Analytics
- Role of Automation & AI
- Collaboration & Partnerships
- From Product to Consumer
- Security, Control and Transparency
- Device Management
- Digital Services Focus
- REGIONAL HIGHLIGHTS
- North America
- south america
- europe
- Middle east
- africa
- asia pacific
- NORTH AMERICA
- AT&T USA: Quantifying Customer
- Satisfaction
- Verizon USA: Growing Value to Prepaid
- T-Mobile USA: Uncarrier Transformation
- Rogers Canada: Growth through plans
- and bundles
- Spirent Communications – Customer
- Centricity & Innovation
- Liberty Global: CVM Platform
- Telus Canada: Focus on Digital Products
- Liberty Global: CVM Platform
- Telus Canada: Focus on Digital Products
- SOUTH AMERICA
- Claro Brazil: Customer Serviceis Key
- TIM Brazil: CVM in hyper competition
- Digicel Jamaica: Deep discounts and
- promotions
- Digicel Panama: Pricing as CVM tool
- Entel Chile: Relying on bundles for
- CVM
- Antel Uruguay: Strong Focus on Digital
- Transformation
- Claro Peru: Focus on Converged
- Offerings
- Movistar Colombia: Digital Strategy
- EUROPE
- Proximus Belgium: Leveraging design
- thinking
- Magenta Telekom: CVM Platform to
- Manage VOD
- Orange France: Convergence
- creates stickiness
- Vivacom Bulgaria: Product led strategy
- O2 UK: Looks to CEM for CVM
- Telefonica: Endto end Digitalization
- Azercell: Modernizing the Network &
- Offers
- Orange Belgium: Transforming Customer
- journey
- BH Telecom: Recharged Monetization
- Capabilities
- Hrvatski Telekom: Using AI to enhance
- CSAT
- O2 Czechia: Utilizing Omni-channel CRM
- Telia Company: Cloud, Analytics and
- machine learning capabilities
- Telia Sweden: Customer data platform
- (CDP) and marketing automation
- Orange France: Customer Lifetime Value
- Management
- O2 Telefonica Germany: Technology
- Adoption for CVM
- TIM Italy: Convergent Solutions for UBB
- & Content for the Household
- Telenor Norway: Analytics to adapt to
- customers’ needs
- Orange Romania: Convergence is the Key
- to Success
- Turkcell: Creating value for customers
- via data-driven marketing
- MIDDLE EAST
- Zain Bahrain: Holistic approachto CVM
- Batelco Bahrain: Automated Data
- Quality Monitoring
- STC Saudi Arabia: Vision Customer First
- Zain Saudi Arabia: Dynamic CVM
- Etisalat UAE: Improving UE
- Ooredoo Kuwait: Customer satisfaction
- at the heart of strategy
- Orange Egypt: Modernize Network for
- Increased Reliability
- Cellcom Israel: Modernized Customer
- ExperienÎ
- Zain Jordan: Automated Omni-Channel
- Platform
- Orange Jordan: Building CSAT and
- driving growth with analytics
- Omantel Oman: AI Based Approach
- Ooredoo Palestine: Digital
- Transformation
- Vodafone Qatar: Modern Cloud Platform
- Mobily Saudi Arabia: Innovative Suite of
- Revenue and Customer Management
- Solutions
- AFRICA
- Orange Egypt: Transparency and control in
- the handsof the customer
- MTN Ghana: Services focusedCVM
- Vodafone Ghana: Strong basemanagement
- strategies
- Unitel T+ Cape Verde: Data for growth
- MTN South Africa: CVM targets Voice
- Vodacom: Big data and analytics for CVM
- AFRICA
- Econet Zimbabwe: VASfor better CVM
- MTN Uganda: Digital platforms for
- improved CVM
- Airtel Malawi: Specialized Services for
- Value Creation
- MTN Nigeria: Growth through Digital
- Vodafone Ghana: Focus on Digital
- Transformation
- Glo Mobile Nigeria: Creating Value for
- Customers
- Telkom South Africa: CSAT Strategy
- Mauritius Telecom: Analytics for CVM
- Orange Cameroon: Crating Value
- through Bundles
- ASIA-PACIFIC
- China Mobile: Data a channel for value
- creation
- Telkomsel Indonesia: Leveraging tech for
- improved CVM
- Singtel: Digital servicesfor value creation
- Starhub: MultiChannel Strategy
- Digi Malaysia: Understanding the customer
- Bharti Airtel: Fight for the customer
- Reliance Jio: Price and Content
- Indosat Ooredoo: Robust CVM Platform
- TM Malaysia: Quantifying Customer
- Satisfaction
- ASIA-PACIFIC
- Reliance Jio India: Digital Fitrst Strategy
- Globe Telecom Philippines: Convergenceis the Key
- Celcom Malaysia: Digital Products
- Robi Axiata Bangladesh: VAS Offerings
- RECOMMENDATIONS
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