The discussions surrounding the dependence of society on technology are well worn. We all know technology and the communication revolution that it has enabled are both powerful forces that are here to stay, creating many new and exciting business opportunities. The rapid rise of technology, however, has also created new business risks.
POSTED BY Jeff Padgett AT 5:24 P.M. Sep 21, 2016TAGS: Disruption | Strategy | Telecom | Jeff Padgett | Data Security
Serco, a FTSE-100 outsourcing company based in the UK, operates contact centers for a large, FTSE 100 broadband provider, who was seeking to raise the level of performance for customer service. ipCG's innovation process was used to discover and prioritize 300 innovation ideas toward this objective. Just three months after the process began, Serco's performance on handling customer complaints moved to the top of the client's supplier performance table.
Telecom companies large and small will reduce costs by out-sourcing more processes, reducing headcount, and generally reaffirming focus on core markets and technologies. The cost-cutting conversation for many will eventually turn to intellectual property (IP), and rightly so. There is opportunity for many thousands or millions of dollars in value creation by reducing costs and increasing revenue through strategic management of IP.
The telecommunications industry continues to evolve. Competitive threats come from the least likely sources. Technology continues to create new business models and disrupt the old. Network convergence may shift the balance of power.