Presentation

B2B2C – A New Place In The Value Chain For Telcos

Telcos are used to selling to both consumers and enterprise customers. Most customer experience initiatives focus on these two scenarios. However, many telcos are still finding their way into broader digital ecosystem offerings where telcos have to cooperate with enterprise customers to deliver services aimed at consumers. In this session, Forrester will share insights on how telcos try to participate in B2B2C ecosystems like ad-hoc car rental (Vodafone and DriveNow), healthcare (Telstra Health), and insurance offerings (Deutsche Telekom and SureNow), and which aspects are critical to boost the customer experience. 


Published on 12 Nov 2016

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Dan Bieler

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