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運營商轉型路徑:數位品牌利用,主要趨勢和策略

Telco Transformation Journey - Digital Brand Leverage, Key Trends and Strategies

出版商 GlobalData 商品編碼 985093
出版日期 內容資訊 英文 28 Pages
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運營商轉型路徑:數位品牌利用,主要趨勢和策略 Telco Transformation Journey - Digital Brand Leverage, Key Trends and Strategies
出版日期: 2020年12月22日內容資訊: 英文 28 Pages
簡介

利用數位渠道提供服務和支持是運營商數位化戰略的重要支柱。運營商長期以來一直依靠在線網上商店來推動數位渠道銷售和電子護理應用程序,以提高數位自助服務的數量。這些工具有助於降低客戶獲取和支持的成本。

大多數運營商已經通過聊天機器人,AI語音命令,e-SIM支持等功能增強了其數字增值電子護理應用程序,以增強其數字自助服務體驗。品牌可以更好地瞭解全數字銷售模式,這種模式沒有零售支持或有限的人力熱線支持。

如今,許多運營商都擁有自己的未開發的移動應用程序,可讓他們通過單一應用程序界面以數字方式管理新老客戶的整個客戶旅程,我們推出了該品牌並開始進一步發展。

本報告調查了運營商的數位化轉型,分析了全球電信服務提供商採用的主要趨勢和策略,對數位品牌的定性見解,增長和限制,並提供了諸如大型公司案例研究之類的信息。

目錄

目錄

執行摘要

第1章運營商的數位化轉型

  • 數位化:降低成本至關重要
  • 電信運營商數位化轉型戰略的重點領域
  • 運營商數位銷售和支持KPI
  • 數位化:從在線到數字品牌資產的利用
  • 運營商的數位品牌的崛起
  • 世界趨勢
  • 客戶入職和生命週期管理流程
  • 主要成長因素和抑制因素

第2章案例研究

  • Visible
  • Orange Flex
  • win by
  • Inwi
  • Felix
  • Woo
  • Circles.life

第3章主要調查結果和建議

  • 推出電信運營商的數字品牌時的主要問題
  • 推薦

附錄

  • 提及的公司
  • 相關調查

本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

目錄
Product Code: GDTC0257IR

Telco Transformation Journey - Digital Brand Leverage, Key Trends and Strategies, a new Global Outlook Report by GlobalData, provides an executive-level overview of the telco digital transformation journey and the emergence of the digital telco brand. It delivers qualitative insights on the digital brand, analysing key trends and strategies adopted by telecom service providers around the world.

Digital channel leverage, for both services and support, is a critical pillar of a telco digitalisation strategy. Telcos have long relied on their online web-shops to help drive digital channel sales, and their e-care app to improve digital self-support volumes, as these tools are instrumental at driving down customer acquisition and support costs. Most telcos have already enhanced their e-care apps with chat-bots, AI voice command, e-SIM support and other digital value-add, to improve the experience of digital self-service, and some have launched 'online only' secondary brands, to gain a better understanding of the all-digital sales model, with no retail support and limited human hotline support. More recently, a number of telcos have begun to go even further, creating a distinct, greenfield mobile app brand that is capable of managing the entire customer journey digitally, from a single app interface for both new and existing customers.

Its structure is -

  • Section 1: Telcos' digital transformation journey: this section analyses the main strategies adopted by telecom operators as part of their digital customer transformation evolution, with a special focus on the emergence of digital telco brands.
  • Section 2: Case studies: the report provides six digital brand case studies
  • Section 3: Key findings and recommendations

Scope

  • The COVID-19 pandemic has underlined the logic of digital channels for the sales and support of a host of products and services, including telco services.
  • Digital channel leverage, for both services and support, is a critical pillar of telco digitalisation strategy.
  • Telcos have long relied on their online web-shop to help drive digital channel sales, and their e-care app to improve digital self-support volumes, as these tools are instrumental at driving down customer acquisition and support costs.
  • Some telcos have launched 'online only' secondary brands, to gain a better understanding of the all-digital sales model, with no retail support and limited human hotline support.

Reasons to Buy

  • This Global Outlook Report provides a comprehensive examination of the main digital customer care strategines telecom operators are adopting as part of their wider digital transformation journeys, helping executives fully understand market dynamics, determine what works and what doesn't, formulate effective product development plans, and optimize resource allocation and return on investment.
  • The report includes examples of strategies adopted by telcos that illustrate the findings of the report; this will help the reader understand both the challenges confronted in the real world and the strategies employed to overcome those challenges.

Table of Contents

Table of Contents

Executive summary

Section 1: The Telco Digital Transformation Journey

  • Digitalization: the cost cutting imperative
  • Telco digital transformation strategy focus areas
  • Telco digital sales and support KPIs
  • Going digital: from online to digital brand asset leverage
  • The rise of the telco digital brand
  • Global Trends
  • Customer on-boarding and lifecycle management process
  • Main drivers and inhibitors

Section 2: Case Studies

  • Visible
  • Orange Flex
  • win by
  • Inwi
  • Felix
  • Woo
  • Circles.life

Section 3: Key Findings & Recommendations

  • The key challenges of launching a telco digital brand
  • Recommendations

Appendix

  • Companies mentioned
  • Related research