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Global telecoms digital playbook - EY - United States

Global digital telecoms playbook About this document 1. Purpose Operators need to move from being communication service providers (CSPs) to digital service providers (DSPs). The Global digital telecom playbook and EY's advisory services can help operators with this transformation. Target audience Quad-play operators Triple-play operators Adjacent industry service providers 2. 3 Content Communication service provider EY point of view digital solutions digital service Industry challenges provider p01 Macro context: markets and customers p08 Telco 2020: the future Contents p15 Telco segments and digital maturity p18 Value chain elements deep dive p29 Solutions and mapping to digital offerings p41 digital maturity modeling toolkit p45 EY capabilities Macro context: markets and customers Markets and industry stakeholders Commodi

2 | Global Digital Telecoms Playbook Markets and industry stakeholders Commoditization Limited acquisition led growth Alternative products and business models Market dynamics Customer

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Transcription of Global telecoms digital playbook - EY - United States

1 Global digital telecoms playbook About this document 1. Purpose Operators need to move from being communication service providers (CSPs) to digital service providers (DSPs). The Global digital telecom playbook and EY's advisory services can help operators with this transformation. Target audience Quad-play operators Triple-play operators Adjacent industry service providers 2. 3 Content Communication service provider EY point of view digital solutions digital service Industry challenges provider p01 Macro context: markets and customers p08 Telco 2020: the future Contents p15 Telco segments and digital maturity p18 Value chain elements deep dive p29 Solutions and mapping to digital offerings p41 digital maturity modeling toolkit p45 EY capabilities Macro context.

2 Markets and customers Markets and industry stakeholders Commoditization Saturation Alternative Commoditization Limited acquisition Alternative led growth products and business models Commoditization Market dynamics Challenges Opportunities Overall loss of velocity due to slow growth led by declining acquisition Differentiation and loyalty-building through customer or upsell Customer experience excellence Rising expectations of service with the fast-evolving digital customer Leverage the M2M space by forging strong partnerships with network management and software platform providers The huge digital divide in emerging markets offers immense potential for the next wave of growth Decreasing agility induced by years of legacy Operational effectiveness through state-of-the-art processes, Increasing pressure on margins with declining prices Organization technology.

3 Partnering and culture shift Fragile revenue market share with new business models popping up Consolidation in industry and pressure to realize group synergies Cost pressures mounted by advancing network technologies Leverage capabilities to create own OTT monopolies Paralysis due to certain regulatory environments Ecosystem B. ecome enabler champion ( , client management) for entire ecosystem Unknown competition with the advent of digital Loss of customer ownership to OTT and OS players 2 | Global digital telecoms playbook Markets and industry stakeholders Industry stakeholders dynamics Stakeholders Customers Equipment and Internet players/OTTs technology providers Digitally evolved Fringe cost model Advancing technology Higher service expectation Lower time to market Expensive upgrades Low loyalty More innovative Omni-channel reach Global customer reach Regulatory authorities Payment associates Device manufacturers

4 Compliance inducing Aggressive independent Declining dependence on critical delay payment platforms operators for bundling Regulatory tightening R. egulatory bottlenecks for Customer choice evolving from Artificial spectrum scarcity telcos as banks connectivity to devices to OS. 3 | Global digital telecoms playbook Globally, key digital trends have triggered operators' transformation toward being digital service providers 1 Over-the-top Content Distribution Connectivity Screen User App store/ App store/ Internet Software/ Consumer Apps Services Telephony Devices Discovery retailing retailing access platform insight Mobile operators are now open and receptive to partnering with OTT service providers and exploring new revenue oportunities.

5 2 Big data telecoms is both a consumer and provider of big data services. telecoms opportunities with big data: Targeted product and New business models Network experience Proactive Focus areas marketing offers enablement optimization data strategies Data mart provider for Platform provider for Provide insights to partners Suite of services customer data sets information processing for improving servicesg catering to third parties Exponential growth in the volume and velocity of data generated is creating huge opportunities in big data. 4 | Global digital telecoms playbook Globally, key digital trends have triggered operators' transformation toward being digital service providers 3 E-payments 4 IoT/ M2M.

6 With the advent of the digital customer, CSPs will have to invest in New business opportunities are emerging from the possibility of connecting digital payments new devices and industriess. Security and surveillance NFC- enabled handset NFC. Mobile subscription fee and/. potentially eWallet fee Transportation Logisitics Customer Carrier and logisitics card holder and mobile subscriber Potential rental fee for Potential rental fee for UICC. slot on UICC card slot for an eWallet application Medical Annual credit card fee and health care and potential eWallet fee Industrial and energy customer pays merchant for product Trusted Service Trusted service manager Manager (TSM).

7 Interchange fee for Potential rental fee per transferring funds customer for updating data on card Merchant Customer's bank Customer's Bank Internet of New for eWallet Things Telcos Telco's to to provide provide communication infrastructure communication infrastructure 5 | Global digital telecoms playbook Globally, key digital trends have triggered operators' transformation toward being digital service providers 5 Mobile Advertising 6 Cloud computing Large latent mobile advertising opportunities are still untapped Cloud-based infrastructure presents opportunities to acquire in many parts of the world.

8 Large-scale flexibility quickly. Media Third-party Third-party Advertising channel and Campaign campaign Ad sales Technology Targeting Ad service advertising analytics creation services Manage Provide Collect and Create Provide the channel customer Run the provide campaign technology on which Sell the ad intelligence ad serving campaigns'. and advise for ad advertising inventory for ad engine results to announcers provisioning Delivering cloud is displayed delivery announcers 6 | Global digital telecoms playbook Customer exposure to host of digital interfaces is increasing rapidly Customer is forcing ecosystem players to provide digital interfaces and consistency of digital experiences across channels E-wallets Social Word of media VAS mouth Ch Ch ce ce Online rvi rvi an an communities ne ne Se Se Voice l Video on l Traditional demand media Customer Customer Chat Data Music on

9 Organization demand Organization E-care Online Call centre Traditional sales sales digital Traditional marketing marketing 7 | Global digital telecoms playbook Telco 2020: the future Looking ahead: digital will transform the 2020 revenue mix Operator perceptions of 2020 revenue mix Industry M2M forecasts Q. What proportion of revenues do you believe digital services will account for at M2M revenue forecast, 2014-19. your organization in five years' time? (Please select one.). US$b US$b Connectivity % respondents support platform, Mobile network 0%-5% 19 traffic, 70.

10 Service enablement 60. 6%-10% 13 platform, 50. 40. 11%-15% 19. 30. 16%-20% 20. 16. Service wrap, 10. 21%-25% 13 0. 2014 2015 2016 2017 2018 2019. 25%+ 22 Operator revenues Other ecosystem players 0 10 20 30 Source: GSMA Source: Ovum Source: Ovum Operators worldwide predict a marked shift in their revenue mix by 2020 Mobile ecosystem revenues 2020 forecast Operater share = 50%. digital services currently account for 3% of revenues. In five years' time, this will rise to 10% or the low teens due to the provision of 66% services in security surveillance, smart city 0% 20% 40% 60% 80% 100%.