Exceeding customer expectations is what provides the wow factor. While digitally-born companies have established that standard, they’ve made it all the more difficult for Telco’s to match, let alone exceed it. But the strategic question for Telco’s continues to be ‘what’s the next growth engine?’ Diversifying the Telco value proposition beyond voice and data services is essential, but understanding where to diversify and how to deliver value in typically unfamiliar territory is informed by what customers want. A good understanding of customer needs guides us on choosing the big bets; and a good understanding of their expectations maximises the chances of success.

• Reinventing the telco customer experience: what does it mean to be a digital operator?
• How is innovation and disruptive technology shaping what our customers really want?
• How confident are we of matching and exceeding customer demand?
• Are our delivery structures customer-friendly?