The multi-SIM phenomenon is here to stay, offering a significant opportunity
for sophisticated operators to expand their share of wallet. Winners will
quickly build up the new capabilities needed and move strategically to capture
the upside. (3/10/2010)
Improving customer experience will be key to future competitiveness of telcos
as it will directly impact the bottom line by lowering churn levels and boost
cross-/up-selling. McKinsey’s ICE (integrated customer experience) approach
provides a new methodology based on a set of distinctive tools to accomplish
this. Operators who embark in an optimal customer experience transformation
journey will delight their core customers with the right perception and real
performance levels, ensuring that investments made will have the highest impact
possible. (3/3/2010)
A whirlwind of consumer, technological, and public policy trends is blowing
through the fixed-line telecommunications industry. In most countries, the
debate is heating up over the need to upgrade the existing copper access
infrastructures that have remained, to a large extent, unchanged over the last
century – and some are taking action. At the center of this debate is the
rollout of fiber and the role it will play in next-generation access
infrastructure. The following white paper discusses why the time for fiber has
come, what the financial and supply model challenges to deploy these networks in
Europe are, and finally what the implementation challenges will be and how
operators can address them. (2/25/2010)
McKinsey's 2009 benchmarking study of call center performance for fixed,
mobile, and integrated telecoms players across Europe provides leaders with the
insights and metrics they need to assess their performance in this increasingly
critical function. Learn what separates the best from the rest along the
dimensions of revenue generation, cost efficiency, and customer
satisfaction. (2/24/2010)
Paul Reynolds, CEO of Telecom New Zealand discusses his company’s journey toward stricter capital management in an interview with McKinsey & Company. Read the interview to learn about practical challenges that cost reduction efforts can involve and ways to overcome hurdles that telcos could encounter. (11/25/2009)
Several major CE manufacturers and broadcasters have announced plans to launch 3D-capable TVs and offer 3D content in 2010. There are a number of competing 3D technologies available, and the decision to support 3D will require an understanding of the relative merits of each in the context of the home. The provision of 3D content into the home will require significant cooperation between content providers, service providers and CPE manufacturers to ensure consumer confidence in the technology and avoid a repeat of the confusion surrounding the introduction of HD technologies. Read Ovum’s perspective on 3D TV.
(3/10/2010)
With changed market dynamics, operators face the challenge to transform their operating model towards lean. As markets shift and splinter with the onset of maturity, many companies are looking for better ways in which to attract and retain customers and how to reach operational excellence. McKinsey & Company's Operations Quick Diagnostics is a tool that can be used to make a quick assessment of the operating model and to get an overview of potential improvement areas. It covers information on overarching financial and operative performance as well as on the operating model. (6/7/2006)
Agree that fiber has to be the future of wireline. While the challenge in developed markets is that of upgrading copper to fiber, emerging markets are faced with having nothing much in the ground.
Wireless is a decent alternative for entry-level broadband, but it cannot provide the capabilities that fiber can. Most ISPs in these markets are new entrants without any last mile infrastructure, not even good cable networks.
Will Wireless ever get to 10Mbps (per home) or more so that...
Welcome to the new issue of McKinsey's RECALL, a publication for leaders in the telecommunications industry. This issue focuses on cost management. Globally, most operators are adjusting their expenditure levels – not only to respond to the current economic situation, but also to align their operating models and cost baselines to better compete in an increasingly demanding and margin-stressed industry. In our earlier issue on operational transformation, we discussed the importance of taking an end-to-end view and simplifying operations – and how this enhances customer experience. Our current focus is not a departure from but an extension of this, as we take a more functional look into cost management. (1/13/2010)
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