If digital transformation is going to take your CSP to the next level, you want to take this path and avoid any type of crash that might happen. How do you do it? Follow me…

  1. Define Digital Transformation for Your Company

A carrier must define these goals for itself and its partners. Like every operator, you have your own unique set of goals, such as using technology to enable faster decisions. Keep in mind the way you design your customer experience will be the heart of your transformation journey.

  1. Create the Urgency for Digital Transformation

Transformative projects usually require significant spending, and organizational upheaval. So don’t be surprised if you are forced to transform because of a crisis or a technological upheaval. The important thing is that everybody in the company is on board with the transformation, from the top management to the employee base.

  1. Achieving Technology Change AND Business Change

Once your organization has the desire to begin a transformation project, it will have to address the technology and business sides of the challenge. 

Some of the main technology levers that lead to agility, lower cost and improved customer satisfaction will be: automation, tighter data integration among departments, implementing master product catalogues, utilizing predictive and proactive capabilities, adopting big data and analytics and getting rid of costly and complicated legacy technology.

The main business levers for reaching digital transformation include: adoption of DevOps/Agile development, deploying process redesign and simplification, incorporating business KPI selection, supporting the transformation with budget allocation, considering standardization across the carrier group, getting executive sponsorship for the transformation and preparing the company for culture change.

Digital transition is about driving business benefits by bringing together hard technology change with changes to softer skills and experiences. The best way to sustain this approach is to set goals that everyone can shoot for no matter what part of the organization they work in. When executing this change, establishing trust throughout the entire organization is critical. If the carrier creates common goals with its employees and the rest of its ecosystem, it can not only implement new technology, but also make sure that technology helps them win in the ICT marketplace.

For a more detailed report on digital transformation for CSPs, see the IDC spotlight titled Put the Transformation into Digital Transformation here.

Idit Aloni is a passionate Customer Experience marketer who enjoys spreading CX gospel. Idit has spent the last decade consulting and leading CX transformation initiatives in large organizations in Israel and at Vodafone New Zealand. As she works with industry influencers, her passion is finding new ways to build exceptional Customer and Employee Experiences.

PHP Code Snippets Powered By : XYZScripts.com