Rules of engagement: Winning with the basics in digital telecommunications

McKinsey

Online sales and service are key measures of successful digital transformations. But most telecom operators aren’t implementing the fundamentals that drive customers online and keep them there. Our Insights

Want to See the Future of Digital Health Tools? Look to Germany.

Harvard Business

Technology Research & development Healthcare Technology Telecommunications Digital ArticleAn ambitious new law is catalyzing innovation.

Tools 58
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Psychiatry Is Revealing the Potential — and Pitfalls — of Telehealth

Harvard Business

Technology Operations Healthcare Technology Telecommunications Digital ArticleThree lessons to guide providers.

The B2B analytics playbook: Capturing unrealized potential in telcos

McKinsey

Telecommunications companies have been leaving money on the table by underinvesting in advanced analytics in their B2B business units relative to their B2C operations. Telecommunications InsightsA new tailored approach across these segments can generate much-needed growth and margins.

B2C 85

A new path for telco customer engagement

McKinsey

Telecommunications InsightsNext-generation marketing and sales techniques offer incumbents real opportunity to thrive in a challenging landscape.

Sales 85

A tale of two agile paths: How a pair of operators set up their organizational transformations

McKinsey

Telecommunications InsightsDifferent approaches illustrate the company and market conditions that guide the structure of teams around work, and the rapid benefits that follow.

All in: From recovery to agility at Spark New Zealand

McKinsey

Telecommunications InsightsThree members of the telco’s top team describe the challenges and rewards of implementing agile rapidly—and the power of a “no plan B” approach to change.

Agile 87

Analytics and automation in telcos: An interview with Nokia’s VP of global service delivery

McKinsey

Telecommunications InsightsDigital operating models and new data-driven tools can not only deliver value to customers but can also help keep operators’ own houses in order.

Telecom operators: Surviving and thriving through the next downturn

McKinsey

Telecommunications InsightsTelco operators are more vulnerable today than they were ten years ago. To thrive through the next economic downturn and beyond, they must act now—and with focus.

Cutting through the 5G hype: Survey shows telcos’ nuanced views

McKinsey

Telecommunications InsightsOperators see a marginally positive business case, expect rollout at scale to take until 2022, and don’t think the increase in capital-expense-to-sales ratio will be as big as skeptics claim.

Reinventing telco networks: Five elements of a successful transformation

McKinsey

Telecommunications InsightsFor telcos to keep and grow market share, the network division needs a makeover that lets it shed its cost-center past to become a leading function that influences the digital and analytics metamorphosis of the core.

Are you ready for 5G?

McKinsey

Telecommunications InsightsSmart operators will consider seven no-regrets moves to position themselves for advantage amid radically changing industry dynamics.

The building blocks telcos need to create their digital-and-analytics DNA

McKinsey

Telecommunications InsightsTelcos need to rewire themselves to work in agile ways and make data-driven decisions to keep up with customers’ increasing demands for simple digital experiences, among other challenges.

Agile 87

Ten years at the top of a telco: An interview with Vittorio Colao

McKinsey

Telecommunications InsightsThe former CEO of Vodafone, who stepped down from the top job last September, reflects on the industry’s challenges and what he learned as a successful global dealmaker.

The road to 5G: The inevitable growth of infrastructure cost

McKinsey

Telecommunications InsightsNetwork cost could double as operators strive to meet demand for increased capacity and deploy 5G. How can they maintain their profits?

Society 3.0: Using technology to improve public goods

McKinsey

Telecommunications InsightsVodafone Group CEO Vittorio Colao discusses why technology should not merely increase productivity but also benefit society at large.

Network sharing and 5G: A turning point for lone riders

McKinsey

Telecommunications InsightsNetwork sharing will be a key lever to reduce cost and make 5G deployments feasible.

A 5G manifesto for the CEO

McKinsey

Telecommunications InsightsThe transition to a 5G world is far more complex and uncertain than the shifts to previous generations of wireless technology. Five key principles will help telco CEOs better prepare for the challenges that lie ahead.

Gene therapy for telecom operators: An interview with Jon Fredrik Baksaas

McKinsey

Telecommunications InsightsThe former GSMA chairman and Telenor CEO discusses what telecoms operators need to do to adapt in the new competitive landscape.

I Have to Change My Phone Number. Now What?

David A Fields

Consultants Infrastructure Home Office Office Telecommunications A question I was asked: I’m moving my office and can’t keep my phone number. Amazing, but true.) Obviously I will contact all my clients and contacts as best I can in the next 30 days and most of my clients do have my cell phone number, but there must be a “best” way to handle this. Any advice? What’s your advice for this consultant? Please post your suggestions below.

Verizon’s CEO on Peak Traffic, Cybersecurity, and Leading a Team from Home

Harvard Business

Crisis management Internet Mobile Telecommunications Digital ArticleA conversation between Hans Vestberg and HBR Editor-in-Chief Adi Ignatius.

KPN dials up a new digital strategy

McKinsey

The leader of digital IT at the Netherlands-based telecommunications company explains how KPN reintegrated previously outsourced expertise and shifted to agile ways of working. Our Insights

How Smarter Phones Will Transform Tech, Media, and Telecom

Strategy+Business

A new generation of smartphones, powered by artificial intelligence, could be in consumers' hands within the next few years and will have deep effects on every player in the technology, media, and telecommunications industry

Resilience in TMT: Winning in downturns

McKinsey

Economic downturns hold substantial opportunities for companies in the technology, media, and telecommunications (TMT) sector. By starting now to build an action plan and execute no-regret moves, companies can put themselves on a path to emerge resilient through the next slowdown. Our Insights

Why Latin American Business May (Finally) Be Ready for Growth

Strategy+Business

ISA's telecommunications and electric power businesses are members of sectors that enable other sectors. CEO Bernardo Vargas Gibsone of the Colombian utility and construction company ISA sees opportunity emerging from turmoil. If the electoral support for clear, open government continues to grow, business-friendly environments will follow

What You Need to Know About California’s New Data Privacy Law

Harvard Business

Regulation Technology Security & privacy Advertising, Marketing & Public Relations Retail & Consumer Goods Technology Telecommunications Digital Articlepm images/Getty Images. Late last month, California passed a sweeping consumer privacy law that might force significant changes on companies that deal in personal data — and especially those operating in the digital space.

FCC Approves Net Neutrality Rules but the Battle for an Open Internet Continues

Think Customers

The FCC''s decision includes reclassifying Internet service as a Title II telecommunications service or public utility, prohibiting broadband providers from charging for faster lanes on the Internet. Net neutrality advocates scored a major victory today when the Federal Communications Commission approved net neutrality regulations by a 3-2 vote.

Unleashing Technology, Media, and Telecom with Digital Transformation

BCG

Companies in the technology, media, and telecommunications (TMT) sectors are in the vanguard, bringing these new opportunities to market—even as their legacy businesses are threatened by them. Report Thursday, October 27, 2016. This is an era of disruption.

Media 78

Taking a Faster Approach to Addressing Customer Churn

Think Customers

Customer churn is a big problem for companies, especially in industries such as telecommunications where annual churn rates average between 10 percent to as much as 67 percent, according to the Database Marketing Institute.

First Year CX: Some Keys To Success from TSIC

Think Customers

TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program.

Olswang – The name says it all

Tom Spencer

Olswang is a firm which holds itself out to the market as being an expert in technology, media and telecommunications, and so I was quite looking forward to meeting them. I recently had the dubious honour of meeting with two partners from London based law firm Olswang. Unfortunately, I was sadly disappointed. It was interesting to learn that, despite being apparent technology experts, the firm’s partners still use an old version of the Blackberry.

The Paradoxes of Telecom Value Creation

BCG

Two paradoxes surround value creation in the telecommunications industry. The connectivity of the entire stack, in other words, depends on the health of telecommunications operators. Quite recently—in our 2008–2012 ranking—three of these companies were in the top ten in telecommunications value creation. Article Thursday, October 27, 2016. First, value is generally migrating toward the top of the stack where content and communities reside (think Netflix and Facebook).

Tapping into the Transformative Power of Service 4.0

BCG

Telecommunications is a case in point. BCG analysis shows that telecommunications is still one of the most inefficient service industries, with as much as 50% of its cost basis eaten up by waste. Focus Tuesday, September 27, 2016. Digital technology is revolutionizing the provision of services. Consider the following scenario: A Berlin resident we’ll call Paul has recently moved to a new apartment in the city.

IoT Disruptions in 3 Industries and What You Can Learn From Them

Tom Spencer

The massive benefits seen in Australia from the development of digital technology include increased living standards, shrinking distances through telecommunications, improved efficiency for businesses and government, as well as a larger workforce. According to the Australian Communications Alliance , IoT in telecommunications is enabling smarter, more efficient, more sophisticated, and more innovative integrated sectors to prosper across the entire economy.

WannaCry Cyber Attack Hits 99 Countries, FedEx, Nissan, Hospitals, Universities with NSA Developed Malware: Five Questions

MishTalk

FedEx, numerous hospitals, the UK National Health Service, Chinese universities, Spanish telecommunication firms, and Nissan are among the targets. The National Security Administration (NSA ) has its hands in the biggest ransomware cyber attack in history. The NSA found holes in the Windows operating systems and instead of alerting Microsoft it chose to exploit those holes for its own benefit. The problem with such an approach is the NSA is not the only one who can exploit the holes.

MIT Media Lab’s Joi Ito on Digital Innovation and Disruption

BCG

The Lab is supported by more than 80 members—including some of the world’s leading corporations—representing such diverse fields as electronics, entertainment, fashion, health care, and telecommunications. Video Tuesday, March 22, 2016. The MIT Media Lab encourages the unconventional mixing and matching of seemingly disparate research areas.

Charging for Priority Customer Support

1 to 1

EE, the British telecommunications company, recently began offering a new service called Priority Answer that allows customers of its pay monthly and SIM-only plans to pay 50 pence ($0.81 USD) to be moved to the top of the queue for customer service calls when call volumes are high. The new service has created a firestorm in social media and other forums among some customers who are upset about having to pay extra to receive faster support.

How Can Digital Suppliers Accelerate Customers’ Transformations?

BCG

Digital suppliers, including, technology and telecommunications companies, are well positioned to provide the help their corporate customers need—but only if they accurately assess customers’ requirements and ambitions and are able to tailor products and services accordingly as digital solutions. Article Thursday, March 09, 2017. There’s a big opportunity for digital suppliers out there, but unlocking the challenge is not an easy task.

Women of Influence

Women in Consulting

She had also served as president of Women in Telecommunications for 10 years. By: Kay Paumier. Two of WIC’s finest have been named Women of Influence by the “Silicon Valley Business Journal” – Congratulations to Deb Siegle and Jenn LeBlanc ! Deb Siegle. Deb, WIC’s president, was honored partially because of her work with WIC.

Applying Life Lessons to the Workplace

1 to 1

I had a very interesting meeting the other day with Rowley Douglas, executive vice president of North American operations for CloudSense, a cloud services company which provides platforms used to manage the customer lifecycle for companies in telecommunications, media, and other industries.