Insights / Digital Customer Experience

Bridging the digital gap

Implement a “Digital Enablement Layer” to blanket the back-end complexities and meet the digital goals

Most service providers aim to deliver digital capabilities to customers, but the legacy systems have been a hurdle to their digital transformation efforts. According to one McKinsey research, 70% of digital transformation projects don’t reach their stated goals. TM Forum Digital Transformer Tracker 2020 report states that many telcos that have started the transformation expressed frustration borne out of hitting roadblocks or not achieving the expected results.

However, these roadblocks must not deter the service providers from achieving their digital goals. Another McKinsey research shows that service providers with robust digital capabilities boast a profit margin of 43 percent, compared to their counterparts whose margins hover around 21 percent.

Digital Enablement Layer is an optimal approach to blanket the back-end complexities and achieve smooth transition/IT transformation without significantly affecting the digital needs of a business. Moreover, service providers can achieve the transformation within a reasonable budget & timeline.


A Digital Enablement Layer is an optimal approach to blanket the back-end complexities and achieve smooth IT transformation without significantly affecting the digital needs of a business.

    Authors:
  • Derrek Schutman
  • Sumit Thakur

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