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Customer experience innovation

Leading service providers are embracing a “customer-in” way of thinking rather than the traditional “network-out” approach, looking for holistic ways to remove friction points from every stage of the customer journey.

Find out how: read the report

Customer experience innovation
Customer experience innovation

Explore the reports

Service providers are shifting their strategies in response to changing customer expectations, new competitors and differentiating business models.

Strategy trend: Customer experience innovation

Service providers are constantly looking for ways to transform. Based on our analysis of industry trends, learn how service providers around the world are using customer experience innovation as a strategy for success.

Read the report

Opportunities for growth

Service providers are shifting their focus from their network to their customer relationships. Watch the video (1 min 9 sec).

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Mega trends. Massive insights.

New research from Nokia and Oliver Wyman sheds light on how the world’s service providers are dealing with disruption and defining their futures.

Gain insights into successful strategies

  • What are the major industry trends driving operator success? 
  • What initiatives have achieved success, and which have failed?

 

Find out more about strategies of successful CSPs

Focusing on the challenges of business growth, operational efficiency, customer experience and innovation, our study identified three “megatrends” common across the industry, in every region and service provider segment. Read more about the following strategic responses to telecom industry trends:

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