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Posted by Dan Bieler on August 28, 2012
Carriers have lost a great deal of their relevance for end users. People of all shades, individuals, employees, information workers, etc, are looking for solutions that meet their demand, not connectivity per se.
In our view, four trends matter significantly for carriers since they strike at the heart of their customer facing relationships in the shape of changing end-user behaviour:
These shifts in end-user behaviour make any adjustment for carriers all the more challenging. End-user behaviour is essentially an external factor over which carriers have little influence. Carriers themselves need to change to adapt to this new environment and:
The true opportunity for carriers is to build the most flexible “platform” that empowers end users to access those apps that they like best via the devices they prefer at any given time, ensuring the best possible experience and taking into consideration end-user spending possibilities and habits.
This transformation process requires a complete overhaul of carriers’ wholesale operations and their approach to partnership management, including their operator billing merchant clients and their OTT co-opetition. Overall this task is certainly within reason and does not require rocket science – but implies a huge cultural shift, a reduction in size, structure, and brand management of carriers.
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