Winning as a digital telco

Summary

Winning as a digital telco explores how telecommunications providers can adapt to the experience economy and thrive amid shifting industry dynamics. As traditional revenue streams like voice and SMS decline, telcos face mounting competition from over-the-top platforms and digital superapps. This report examines the challenges telcos encounter in delivering seamless customer experience and highlights why customer-centricity is now essential for growth and innovation. The report outlines the core elements required to build a successful digital telco, including the importance of a compelling brand story, transforming networks into experience platforms, and strategies to convert customers into loyal advocates. It addresses how digital telcos can reduce operational costs while enhancing psychological, functional, and economic value for customers. Key benchmarks for digital telco success are detailed, such as digital efficiency, engagement, ecosystem value, brand experience, and employee experience. The report provides frameworks for measuring and improving each area, referencing best practices from leading digital businesses across Asia. Readers will find guidance on redesigning customer journeys, building digital ecosystems, and fostering both customer and employee engagement. This report is essential for telecommunications leaders, strategists, and digital transformation teams seeking actionable insights on how to compete in the future telco landscape. It answers critical questions about what it takes to become a digital native telco, how to measure digital success, and which capabilities are needed to win customer loyalty in a rapidly evolving market.