Today, markets, customers and Communications Service Providers (CSPs) are becoming increasingly digitally accessible. Digital transformation is a ubiquitous phenomenon catching up across people from all age brackets. The fact is that we are getting digitally empowered faster than we thought and thus, we no longer stand in bank queues or lug around heavy shopping bags.
Things are getting done with a click of a button. And hence, there is an urgent need for businesses across all verticals to revamp themselves digitally and increase the outreach of their services manifolds.
But, how easy is it to transform a traditional business setup and what does this journey look like really? In a word, every CSP, should capitalise on the data boom to deliver customised experiences. To gain competitive-edge over the new age Digital Service Providers (DSPs), CSPs need to achieve agility and scalability to address the needs of data-centric digital future.
Donning the DSP Hat
Digital transformation is at the heart of business strategies across all CSPs. But each business is different and hence, each CSP requires a personalised journey towards its digital transformation.
CSPs need disruptive software solutions that blends into the architecture and transforms it while preserving ethos of the business. Technology partners need to make a CSP feel safe through the reinvention process while also weaving the “SAFE” net so that the business phoenixes as a DSP, making it:
Seamless: Donning the hat of a DSP is all about being accessible anytime, anywhere. In a digitally empowered generation, the customers demand to be seamlessly connected for an omni-channel experience. And this experience comes when DSPs are available on multiple platforms offering the same level of speed in connectivity.
Agile: A DSP can be ahead of its game, only if it is open to take spontaneous decisions– ability to partner, launch new services any time, make changes to existing services to suit the current needs, etc. For this, they need a system that is equally agile and effortlessly supports the spontaneous decision making of the organisation by drastically reducing the time to market those decisions. The right solution partner blurs the gap between decision and execution of plans supporting the organisation in making their strides into the market.
Flexible: Business changes every day and a software architecture need to be flexible enough to adapt to the latest in the market withoutoverhauling the entire digital blueprint of the business. It needs to be flexible enough to redo and undo new decision and experimentations at a speed quick enough to meet customer’s demand.
Engaging: At the core of the transformation revolves the need to provide heightened customer experience throughout the customer’s lifecycle- right from reaching out to the right customer, the buying process, the payment chain, understanding their changing preferences and recalling the customer. And that is what differentiates a DSP from a CSP. The new age software architecture brings in an edge over the others to understand the customers better and engage with them in a relevant manner to fulfill their demands.
This smartphone generation may not visit a grocery store, queue up and fill customer experience forms. But the mantra to success in any business still lies in the equation of how well you understand your customers. But by digitally reinventing your business, every virtual transaction brings you closer to your customer, proliferates the dynamics of a business while keeping your investments ‘safe’.