Communication Services

How Knowledge Ridge Delivered Expert Insights into Challenges, Priorities, Customer Expectations, and Digital Strategies in the Australian Telecom Space.

<ul><li style="text-align: justify;"><span style="text-decoration: underline;"><strong>Client Need:</strong></span></li></ul><p style="text-align: justify;">A leading global business process management company approached Knowledge Ridge to better understand challenges, priorities, customer expectations, and digital strategies for leading telecom companies in Australia. This included an understanding of differentiators that existing telecom majors thrive on, like signal strength, subscription plans and service quality to gain more subscribers. The client also needed a deep dive into the digital strategies employed by existing players to gain a share in the Australian telecom arena and an understanding of the landscape related to cloud, data, internet/voice-based solutions, IaaS, Paas, and Saas to national/international MPLS networks.</p><ul><li style="text-align: justify;"><span style="text-decoration: underline;"><strong>Knowledge Ridge Solution:</strong></span></li></ul><p style="text-align: justify;">Knowledge Ridge researchers selected relevant experts from telecom majors dominating the consumer mobile market in Australia. These experts were phone interviewed to understand their direct involvement in challenges that telecom majors faced in Australia with respect to service quality and telecom infrastructure enablement. During the phone interviewing process experts were segregated based on their involvement into infrastructure enablement and digital strategies on the consumer front. The selected experts were vetted to understand their roles in customer expectations and demands and in providing services like cloud, data, internet/voice-based solutions, IaaS, Paas, and Saas to national/international MPLS networks. Some of the selected experts were Telecom Strategy &amp; Operations Executives, Product Development Managers, National Business Managers, and Directors of Customer Service. The final list of experts was sent to the client for their selection.</p><ul><li style="text-align: justify;"><span style="text-decoration: underline;"><strong>Knowledge Ridge Impact:</strong></span></li></ul><p style="text-align: justify;">Knowledge Ridge identified 16 experts from Australian telecom majors. The client selected 14 experts and conducted hourly phone consultations with each of them. This resulted in the client gaining first-hand perspective and actionable insights into consumer behaviour and the challenges, priorities, and digital strategies employed by existing networks. Some of the experts identified helped the client gauge the factors responsible for network selection by consumers on the B2C side. The other experts selected shared their expert perspectives on the enterprise landscape related to cloud, data, internet/voice-based solutions, IaaS, Paas, and Saas to national/international MPLS networks.</p>