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The digital transformation of the telecommunication industry: A qualitative benchmark study in the telecommunication industry to identify success factors for a new business model approach which best leverages digital technologies to improve customer interaction.

Wiemker, Jonas (2015) The digital transformation of the telecommunication industry: A qualitative benchmark study in the telecommunication industry to identify success factors for a new business model approach which best leverages digital technologies to improve customer interaction.

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Abstract:Due to a combination consisting of a poor economic forecast and multiple new disruptive digital technologies, such as broadband, smartphones, social media etc., the telecommunication industry is under remarkable pressure. Within this situation, three forces can be identified which attack the current position of telecommunication service providers (Telcos): The digital technology itself is the first force, which changes the way people work, communicate, socialize or do business. New digital consumers, who are always online and who demand new personal tailored products and services, constitute the second force. The third force consists of new competitors e.g. Amazon, Google, Facebook or Whatsapp, which have shaped and embraced the technologies. These companies are taking over fundamental services traditionally monetized by Telcos e.g. telephony or SMS. Hence, there is a high chance that the current business model of a telecommunication service provider might not be sufficient any longer to cope with this situation. In order to find a solution for the problematic situation, the study aims at finding an answer how Telcos should adjust their business model to successfully leverage new digital technologies to improve customer interaction.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/68222
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