If it wasn’t an imperative before, it is now: CSPs must rapidly digitize in order to become agile enough to keep up with customers’ increasing demands for experiences that are convenient, easy to navigate, and tailored to their needs. The companies that can deliver these experiences will make the most important connection of all: Loyal, long-term subscriber relationships that can withstand change.
Subscribers today expect the convenience and personalization offered by the likes of Amazon, Netflix, Apple, Google, and other digital giants in the information, communications, and technology (ICT) space. Fair or not, these are the new benchmarks that subscribers are comparing CSPs to — and it’s rewriting the rules of engagement for CSPs.
The good news? The goal of satisfying today’s subscribers can provide long-term benefits for CSPs. By reevaluating how they’re equipping themselves in this new reality, CSPs can also reduce the complexity they’re managing — from products and bundles that only serve extremely small segments — to the legacy IT systems that are rigid, entwined, and costly to maintain.