Introduction
A few years ago, the forecast for telecom network growth was certainly healthy, but we had no idea that a global pandemic was lurking around the corner and the impact it was about to have on businesses around the world. Yes, telecommunications was a growth sector. Yes, network resilience was a hot topic. Yes, customer churn showed pessimistic trends. But what we couldn’t have predicted, was how the pandemic would serve as a catalyst for overnight radical change. Add to that, the accelerated deployment of technologies like FTTx, 5G, the Internet of Things (IoT), AI, machine learning and more, and you have a recipe for business transformation.
It’s noteworthy how innovative organizations around the world were able to scale up and adapt. Technology of all descriptions was at the forefront of maintaining some semblance of economic continuity, maintaining communication channels for all demographics and across many industries. It really has been remarkable. The key word that springs to mind, is ‘change’.
“To meet new demands, companies are making digital and technology investments across the business model,” says McKinsey in its report: The new digital edge: Rethinking strategy for the postpandemic era (May 2021). “Companies devoted more resources [technology as well as employees] to their digital and technology capabilities during the pandemic, even as they cut resources from other parts of the business,” the report continues.
Technology is a business enabler, but more than ever, the awareness has grown of the human interface. This refers to users of tech as well as the processes implemented to ensure customers of large companies are dealt with as human beings by human beings. There is greater awareness of the field worker experience and the ripple effect it can have on customer satisfaction. Telcos are investing in technology to facilitate these connections and join the dots of this business case. “The people we frequently work with are the change makers,” says Steve Tongish, Chief Marketing Officer at IQGeo. “The transformation in networking organizations will happen where constant reevaluation is taking place, where there’s an awareness that the status quo just isn’t going to cut it. The real danger,” he says, “is for those companies that don’t adapt and evolve.” In this series we explore, with leading telcos, the topics of network resilience and disaster response, the field worker experience, and strategies for reducing customer churn in this sector.
IQGeo sponsored the research and interviews provided in this Video Magazine. The topics covered are of strategic interest to IQGeo as its geospatial network design and management software is used by telecommunications and fiber network operators around the world. Visit their website to learn Why network operators partner with IQGeo.
Transformation for telecom network operators will happen where constant re-evaluation is taking place, where there’s an awareness that the status quo just isn’t going to cut it.
STEVE TONGISH
Chief Marketing Officer, IQGeo