The telecommunications industry has come a long way since Lily Tomlin’s iconic skit of telephone operator Ernestine accurately captured the frustrating experience of most customers. Savvy communications service providers (CSPs) have long known they need to move past their core competency (i.e., the network) to embrace business model that will delight customers in the digital age.
‘Over-the-top’ vendors like Google, Amazon, and Apple have been quick to use their digital....