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How telecom companies can win in the digital revolution

The wholesale transformation needed by digitally disrupted telecoms starts with full commitment and strong leadership at the top. Here are five effective steps to make it happen.


From touchpoints to journeys: The competitive edge in seeing the world through the customer’s eyes

To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey.


Competing on customer journeys

Companies can shape consumer decision journeys that create value for their customers and themselves.


Why a majority of the world’s population is not online

Despite the rapid growth of Internet penetration, more people around the world remain offline than those who are connected. Here are four categories of how consumer behavior and perceptions are an impediment to more of the world’s population coming online.


Fiber to the people: Expanding low-cost broadband in emerging markets

Consumer demand for high-speed fixed Internet access is soaring, especially in emerging markets, where fixed communications networks have been generally underdeveloped. To reach more deeply into these low-income markets, deployment costs must be minimized.


Why companies should care about eCare

Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness.