{"id":507614,"date":"2021-01-18T11:28:00","date_gmt":"2021-01-18T11:28:00","guid":{"rendered":"https:\/\/www.capgemini.com\/?p=643826"},"modified":"2025-03-26T09:53:10","modified_gmt":"2025-03-26T09:53:10","slug":"sky-high-expectations-and-new-journeys-how-telco-is-transforming","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/pt-en\/insights\/expert-perspectives\/sky-high-expectations-and-new-journeys-how-telco-is-transforming\/","title":{"rendered":"Sky-high expectations and new journeys: How Telco is transforming"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs header header-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Sky-High Expectations and New Journeys: How Telco Is Transforming<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/pt-en\/wp-content\/uploads\/sites\/42\/2021\/08\/cg-logo.png?w=330?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Capgemini<\/h5><h5 class=\"blog-date\">18 Jan 2021<\/h5><\/div><\/div><div class=\"brand-image\"><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/capgemini-invent-white.svg\" alt=\"capgemini-invent\"\/><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro pt48\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/pt-en\/insights\/expert-perspectives\/sky-high-expectations-and-new-journeys-how-telco-is-transforming\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/pt-en\/insights\/expert-perspectives\/sky-high-expectations-and-new-journeys-how-telco-is-transforming\/&amp;text=Sky-high expectations and new journeys: How Telco is transforming\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/pt-en\/insights\/expert-perspectives\/sky-high-expectations-and-new-journeys-how-telco-is-transforming\/&amp;text=Sky-high expectations and new journeys: How Telco is transforming\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">In the New Normal more than ever, Telecom operators need to ensure their business and therefore service continuity \u2013 by scaling up their digital channels and automated operations.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>The COVID-19 pandemic changed many things, including how and where we connect. As workforces went remote, video conferencing replaced in-person meetings and e-learning platforms boomed. And as customers shifted to online shopping, telecom operators were faced with unprecedented demand.<\/p>\n\n\n\n<p>In the blink of an eye, the entire world seemed to go digital. Now, as we take stock of the new landscape, we need to ask, what\u2019s changed for telecom operators? What does the connected telco consumer expect in the new climate?<\/p>\n\n\n\n<p>According to our&nbsp;<a href=\"\/pt-en\/insights\/research-library\/covid-19-and-the-connected-telco-consumer\/\">Capgemini COVID-19 report<\/a>, only 48% of consumers feel that their connectivity needs are currently being met. With fewer than half of consumers satisfied with their experience, it\u2019s clear that telecom providers need to evolve to better serve their customers. In an age where digitally mature companies have been much better positioned to pivot \u2013 and where the gulf between technological \u2018haves\u2019 and \u2018have nots\u2019 is threatening to grow even further \u2013 how can companies with a strong dependence on physical channels evolve to keep up with their customers?<\/p>\n\n\n\n<p>To find out, we spoke with Bastien Durand, EMEA Communications Business Dev Lead for&nbsp;<a href=\"https:\/\/www.salesforce.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce<\/a>, and with Aur\u00e9lie Lesou\u00ebf, one of the&nbsp;<a href=\"\/pt-en\/industries\/telecommunications\/digital-transformation\/\">Inventive Telecoms<\/a>&nbsp;Leads at Capgemini.<\/p>\n\n\n\n<p><strong>How is digital transformation in telco driving change?<\/strong><\/p>\n\n\n\n<p>Digital pioneers like Netflix and Uber have transformed the customer experience, and heightened consumer expectations are a hallmark of the New Normal.<\/p>\n\n\n\n<p><em>\u201cTelcos today need to catch up as customers are more and more demanding, seeking flexibility, transparency, simplicity. They want to be in the driving seat and be able to start, pause, change whenever they feel like it.\u201d \u2013&nbsp;<\/em>AUR\u00c9LIE LESOU\u00cbF<\/p>\n\n\n\n<p>Giving customers more control of their experience is a good way to start winning them over and retaining them in the long-term; businesses are increasingly going high-tech to do it.<\/p>\n\n\n\n<p>\u201cTelcos are very driven by technology and innovation,\u201d Lesou\u00ebf says. \u201cTelcos need to keep investing to keep up with new technological trends. We will see 5G, new business models, new customer experiences, new employee experiences \u2013 this is all driving transformation. All of this needs to be nurtured and planned for, while there is an expectation for telcos to accelerate.\u201d<\/p>\n\n\n\n<p><strong>Telecom Operators need to innovate in a post-pandemic world<\/strong><\/p>\n\n\n\n<p>\u201cThere has been a trend towards moving to digital channels for a long-time now, with app and social-based experiences gradually increasing\u201d Lesou\u00ebf states. \u201cCOVID has only been accelerating this trend, seriously rebalancing the weight of digital channels usage, in terms of both e-commerce &amp; self-care needs. More than ever Telcos are expected to support their customers end to end on digital channels, during their entire lifecycle.\u201d<\/p>\n\n\n\n<p>If the digital imperative had arrived before COVID, the pandemic has sent so many people online that there\u2019s clearly no going back. Telcos that can\u2019t engage on digital channels aren\u2019t just standing still \u2014 they\u2019re moving backwards.<\/p>\n\n\n\n<p>Telecom operators should not forget about digital enablement though. They have a duty to support the adoption of their digital channels. Digital should not be reserved for digital-savvy populations.<\/p>\n\n\n\n<p><em>\u201c<\/em><em>Telcos need to make sure the customer experience is simple and pedagogical enough that people will be guided throughout their journey. Whether it be through voice assistance, through bots \u2014 technology needs to support digital empowerment.\u201d \u2013<\/em>&nbsp;AUR\u00c9LIE LESOU\u00cbF<\/p>\n\n\n\n<p>This mix of digitalisation and humanisation Lesou\u00ebf is describing has clearly become a beacon for businesses trying to navigate the fog of the current climate and connect in meaningful ways.<\/p>\n\n\n\n<p><strong>Capgemini &amp; Salesforce can provide dedicated solutions to support the telco industry<\/strong><\/p>\n\n\n\n<p>\u201cTogether with&nbsp;<a href=\"https:\/\/www.salesforce.com\/eu\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce<\/a>, Capgemini has defined an end-to-end value proposal to support telcos in transforming and adapting according to these expectations,\u201d Lesou\u00ebf says.<\/p>\n\n\n\n<p>\u201cWe can quickly execute our vision of transformation jointly with our customers. We\u2019re able to have a first MVP on the market within a few months so that businesses can quickly see the benefits of their transformations.\u201d \u2013 AUR\u00c9LIE LESOU\u00cbF<\/p>\n\n\n\n<p>This ability to execute quickly is invaluable in the current climate, where speed and agility are prized. \u201cWe have a shared vision about how tomorrow\u2019s operators should drive transformation, both internally and externally. We have the right accelerators to enable this shift and can fully leverage our past and ongoing experiences globally. We\u2019re confident that we have the right recipe to support telcos with their transformations.\u201d<\/p>\n\n\n\n<p><strong>Today\u2019s telecoms are ready for their digital close-up<\/strong><\/p>\n\n\n\n<p>Many businesses have already seen huge benefits from leveraging this partnership to drive transformation.<\/p>\n\n\n\n<p>Orange Poland turned to Capgemini and Salesforce to create their digital offering Flex, which takes the customer-friendly Revolut and Netflix model built on choice, simplicity, and freedom, and then takes it to the next level. Flex customers can transfer data balances and add streaming passes, as well as sign up for the service simply by taking a photo of their ID and a selfie \u2013 becoming a customer with an e-sim device in less than two minutes. Flex is also contract-, bill- and shop-free. Watch the&nbsp;<a href=\"https:\/\/www.salesforce.com\/video\/7832038\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dreamforce video<\/a>&nbsp;to find out more about Orange Flex or go to the Salesforce Industries Summit where&nbsp;<a href=\"https:\/\/gateway.on24.com\/wcc\/experience\/elitevlocity\/2270511\/2725685\/industries-summit-communications-channel\" target=\"_blank\" rel=\"noreferrer noopener\">Orange Flex was showcased under \u201cMobile Experiences\u201d.<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/05\/Digital-Operator-Observatory_Infographic_Vfinal.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/01\/Orange.png?w=862\" alt=\"\" class=\"wp-image-549038\"\/><\/a><\/figure>\n\n\n\n<p>Meanwhile, Moroccan telco Inwi turned to Capgemini and Salesforce to create \u2018win\u2019, a disruptive, 100% digital mobile experience, meant for millennials &amp; digital-savvy customers. In line with today\u2019s expectations, win puts the customers in control of their experience, from configuring offers and ordering sims to engaging with 24\/7 chatbots. In essence, Inwi\u2019s win is enabling customers to become their own providers. It\u2019s a bold step forward for telecom and a sign of things to come.&nbsp;<a href=\"https:\/\/bit.ly\/iwnwicap\" target=\"_blank\" rel=\"noreferrer noopener\">Replay the recent webinar<\/a>&nbsp;Capgemini has conducted with Salesforce and Inwi on their transformational journey.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/05\/Digital-Operator-Observatory_Infographic_Vfinal.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/01\/Inwi.png?w=789\" alt=\"\" class=\"wp-image-549039\"\/><\/a><\/figure>\n\n\n\n<p><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/05\/Digital-Operator-Observatory_Infographic_Vfinal.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download the Infographic<\/a><\/p>\n\n\n\n<p><em>\u201c<\/em><em>Digital Telcos such as Orange Flex and Win by Inwi have paved the way for the new normal with digital-only channels.\u201d<\/em>&nbsp;AUR\u00c9LIE LESOU\u00cbF<\/p>\n\n\n\n<p>\u201cIt\u2019s no surprise they have been able to fully leverage their digital channels to carry on with business despite Covid\u201d Lesouef continues. \u201cThis was visionary \u2014 and this is exactly the ambition we have for our customers, anticipate and be ready for what will come next. Following that logic,&nbsp;<strong>Capgemini B2C Digital Telco Observatory<\/strong>&nbsp;in partnership with Salesforce highlights the key digital trends that we expect to reshape the telco business.\u201d<\/p>\n\n\n\n<p><strong>What\u2019s next for telcos?<\/strong><\/p>\n\n\n\n<p>According to Bastien Durand, EMEA Communications Business Dev Lead for&nbsp;<a href=\"https:\/\/www.salesforce.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce<\/a>, \u201cCustomer expectations are higher than ever. They\u2019re a new kind and have new traits. They want Uber or Spotify-like experiences, which are very far from what most telcos are delivering right now.\u201d<\/p>\n\n\n\n<p>Many telcos are facing overwhelming network investment \u2014 while being constrained by IT legacies \u2014 by heavy debt and shrinking profits. The challenges are real but so are the opportunities.<\/p>\n\n\n\n<p>\u201cWe\u2019re seeing a set of circumstances that are offering an unprecedented opportunity for telcos to grow a business with multiservices, with 5G, etc. But to truly harvest that potential, the telco player needs to transform now, the clock is ticking\u201d Durand explains.<\/p>\n\n\n\n<p><em>\u201c<\/em><em>It\u2019s about leveraging analytics to outsmart competition, about shaping new eco-systems, and reinventing the customer experience.\u201d<\/em>&nbsp;\u2013 BASTIEN DURAND<\/p>\n\n\n\n<p>The idea of reinvention is what will drive many telcos towards technological transformation, but like Aur\u00e9lie Lesou\u00ebf, Bastien Durand also says that telco players shouldn\u2019t forget the human element \u2014 and the importance of connecting during crisis. \u201cThe whole of connectivity has never been more important than right now. This is bringing a sense of purpose to telcos and their employees.\u201d<\/p>\n\n\n\n<p>As telcos push forward in the New Normal, into the world of 5G and beyond, they\u2019ll keep reimagining the customer experience, and keep connecting those customers with what matters most \u2013 each other.<\/p>\n\n\n\n<p><em>This is a re-publication of a blog originally published on&nbsp;<a href=\"https:\/\/www.salesforce.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce.com<\/a><\/em><\/p>\n\n\n\n<p><em>This blog features:<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image alignleft\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/01\/Aurelie.jpg?w=150&amp;h=150&amp;crop=1\" alt=\"\" class=\"wp-image-550033\"\/><\/figure>\n\n\n\n<p><strong>Aur\u00e9lie Lesou\u00ebf<\/strong>, Inventive Telecoms Leader, Capgemini Invent<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image alignleft\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/01\/Bastien.jpg?w=150&amp;h=150&amp;crop=1\" alt=\"\" class=\"wp-image-550032\"\/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Bastien Durand<\/strong>, Communication &amp; Media Business Development Lead, EMEA, Salesforce<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":34,"featured_media":507615,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"9ac202ba-83ff-443b-becc-a52a293b9f61\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"57","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[259],"brand":[57],"service":[],"industry":[31],"partners":[],"blog-topic":[81],"content-group":[],"class_list":["post-507614","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-telecom","brand-capgemini-invent","industry-telecoms","blog-topic-customer-experience"],"yoast_head":"<!-- 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