Telecom Providers Must Look to Customer Centricity to Succeed

Article in partnership with Salesforce.

According to the ancient Greek philosopher, Heraclitus, everything is dynamic and constantly changing. Nothing in life is permanent because the nature of existence is change. As I came to discover throughout my upbringing, this fundamental principle bears as much on the built environment as it does on the natural world.

Growing up in Naples, Italy, there was a state-owned telecom company that was operated by a monopoly regime. Once the sector was liberalized, competitors quickly emerged. In the face of mounting pressures, the monopolistic giant was forced to become more efficient in managing their services. But the change didn’t stop there.

Their evolution into a mobile network unleashed another epochal change, one that was tied to infrastructure. You see, different generations of technologies and standards — from 3G to 5G — have sown the seeds of innovation to keep up with the growing needs of an increasingly connected society.

Today, we are standing at the gates of a post-digital era and are calling upon telecommunications service providers to shift their strategies and operational tactics in favor of a multifaceted supply of services, beyond the classic voice-data dichotomy. Simply put, society has changed, people have become increasingly demanding, and this is perhaps most apparent in their habits and expectations. Against this backdrop, telcos are confronting another change, one that…