The third approach to transformation is that of a dramatic reinvention of
core services. Instead of offering connectivity and add-on services,
telecom providers can offer a "multi-sided platform" to distribute new
products and services. Their network will become the starting gate for
the wider digital ecosystem; their insights, gleaned from the crossfire of
data on their systems, will bring scale and influence, and foster
collaboration with the whole market.
Companies will be required to operate in a new way and measure their
business performance differently. Engagement and breadth of
transactions will be a better measure for multi-sided platform end state
than average revenue per user (ARPU).
Telcos have the scale to be multi-sided platforms already, but to take
advantage of the opportunity, they will need to build new capabilities
around identity, trust and data collection to support existing omnichannels, or more proactively, new data trading models.
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