CSP to DSP: A Journey of Transformation
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As mobile technologies have evolved, so has the telecommunications customer base. While ten years ago, customers were looking for little more than access, the ubiquity of smartphones and tablets has created new demands and opportunities that expand the role of the service provider. Simple one-fits-all service worked in the past, but as technology has evolved, so have customer needs and expectations. A recent IBM study on Generation Z showed that 75 percent of respondents picked a mobile phone or smartphone as their device of choice, and 47 percent said they use their smartphones when shopping in a store. Further, prior to making any purchasing decisions, Generation Z uses their phones to research products and services to compare prices and discounts. So, as technologies and consumers evolve, CSPs can find themselves left behind, crippled by their legacy systems into offering impersonal plans, leaving current and potential customers unsatisfied. It is, therefore, becom...