Unlock the Future of Telco B2C Commerce: Explore the CXO Guide to Seamless Customer Experiences
The telecom commerce landscape is evolving. Learn how CSPs can transform their B2C commerce systems with purpose-built, telco-grade platforms for superior customer experiences and sustainable growth.
The telecom commerce landscape has evolved beyond recognition over the past decade. The changes have been particularly significant in recent years as an explosion of new product and service offerings have exponentially expanded the scope of telecom commerce. CSPs today stand on the cusp of a once-in-a-generation opportunity to entrench themselves within a rapidly expanding multi-dimensional value-chain that promises significant upsides in revenue and recognition.
B2C commerce is fundamentally straightforward: it enables businesses to market and sell their own products and services, as well as those of their partners, to both current and prospective customers.
Yet the intricacies in enabling a seamless buying experience spanning all telco offerings and revenue models can be highly demanding and extraordinarily complex and very distinct compared to other verticals such as retail or entertainment requiring verticalized solutions.
To achieve excellence in B2C commerce, CSPs should prioritize rebuilding core systems rather than implementing cosmetic improvements. Given the rate of change, and the scale and nature of future requirements in this area, we further recommend the following actions for CSPs:
- accelerate plans to transform B2C commerce systems. CSPs who delay transformation risk falling further behind while incurring increasing technical debt.
- prioritize built-for-telco commerce platforms over generic, industry agnostic ones. While generic commerce platforms may work initially, purpose-built systems will always deliver stronger long-term results as these are better equipped to manage the highly intricate nature of telco operations frameworks.
- seek vendors who excel in both comprehensive, pre-integrated solutions and legacy system integration. By choosing such vendors, CSPs can modernize at a pace that aligns with business strategy and market requirements, while maintaining critical legacy functions.
This paper reviews the key considerations for CSPs as they plan for reviving their B2C commerce initiatives.
