For service providers, achieving the subscriber communications trifecta is nearly impossible: that is, sending the right message to the right person. Email is a heavily used subscriber communications method, given both its low cost and the ability for subscribers to view the message at their convenience.
As communication service providers (CSPs) position their businesses for the digital economy, one significant shift must be prioritized—their investment in personalized, subscriber-centric services. Put another way, a subscriber-first strategy is essential to digital transformation, according to industry experts.
In his latest white paper, “Innovation in Communication Services: Breaking with the Past without Waiting for the Future,” Patrick Donegan of Heavy Reading discusses a key aspect of digital transformation: the ability to offer innovative services that enhance the subscriber experience. More specifically, he discusses the need for personalized services—as well as why DNS technology is an ideal way to achieve personalization in new service offerings.
Last week we launched a new whitepaper by Patrick Donegan of Heavy Reading, titled “Innovation in Communications Services: Breaking with the Past without Waiting for the Future.” The paper discusses a ‘third way’ to service provider digital transformation, utilizing DNS. Read the blog post below for an excerpt from Donegan’s paper, which you can download in its entirety here.
There’s been a lot of buzz about digital transformation. For me, transformation is really about service providers delighting their customers. The other day I was speaking with a provider in EMEA that recently did a pilot with our N2 Reach subscriber communications solution to upsell higher data usage options to subscribers who are at 80% of bandwidth. We see this use case every day, especially as video streaming usage is escalating. The pilot was so successful that they’re now rolling out a program to their entire subscriber base. Digital transformation is really about thinking of customers, their changing needs, and device and communication preferences, and meeting them where they are most likely to pay attention.
When it comes to digital transformation, an interesting paradox exists for Communication Service Providers (CSPs): great demand has been placed on their networks by over-the-top players, content providers and even device manufacturers, forcing providers to focus their efforts on network infrastructure projects to keep pace. At the same time, CSPs haven’t been able to concentrate on their own digital product and service offerings. While most of the world is moving to digital, CSPs have been hindered from implementing the necessary strategies and technologies to capitalize on this growing movement. Market demands have forced them to enable this shift while they anxiously watch from the sidelines—awaiting their turn. Now, the tide is turning as the capacity and cost efficiencies that providers have built into their networks are allowing them to re-focus and get in front of the digital transformation imperative.
Achieving digital transformation requires a new approach to business and technology. But it doesn’t have to require a major investment in time and money to do it effectively. What may come as a surprise to many is that DNS—which is commonly described as the “phone book” of the Internet, as it maps application requests and domain names with IP addresses—can be leveraged to accelerate this major shift and deliver a new set of competitive subscriber-centric services.
Guest post by Sue Rudd, Director, Service Provider Analysis, Strategy Analytics
Digital transformation means many things to many people—but to communication service providers (CSPs) today, it means not only moving to ‘All-IP’ networking and the Cloud, but also digitally transforming their networks and businesses to add value with more customer-centric innovative new services. While most CSPs around the globe appreciate this imperative, many are not sure how to achieve it. To help providers sort through the digital transformation maze, Strategy Analytics just published a new whitepaper that outlines some initial thoughts on the necessary technology and business strategy CSPs must adopt to remain competitive.