Head of Strategy & Innovation
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 Telcos to match, let alone exceed it. But the strategic question for Telcos 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.
· Creating products based on customer demand
· Pivoting your product based on your customers asking
· Building delivery structures that are customer-friendly