Fewer than three in 10 telecommunications operators in Africa and the Middle East have established a digital transformation roadmap, putting the region far behind the rest of the world when it comes to monetizing digital sales channels. That’s according to a new report from the Technology Innovation Council commissioned by mobile technology specialists, Upstream.
The report provides a cutting edge glimpse into how telco operators around the world are preparing for digitalization during a global pandemic that has seen a dramatic increase in the demand for digital services. Despite the huge precedent for digital sales, more than one-third of telcos in the Middle East and Africa are still at least 70 percent dependent on physical channels when it comes to engaging customers and facilitating sales.
More than 70 percent of telcos in Latin America, also regarded as an emerging market, have established actionable blueprints for digitalization. That figure increases to more than 80 percent for the Asia-Pacific region. The report concludes that only around half (55 percent) of telcos in the Middle East and Africa have carried out a technology needs assessment - one of the crucial steps in building a roadmap toward a digital-centric future.
More than two-thirds of telco operators in the Middle East and Africa have no data management strategy in place. This suggests that even they had the means and infrastructure to innovate digitally, they may inadvertently put their customers’ data at risk and struggle to retain consumer trust.
Despite the region ranking low in many key facets of the digitalization process, telcos are prepared to invest and recognize the advantages of moving to digital sales channels. Eight in every 10 telco operators surveyed in the region ranked ‘automation’ and ‘improved customer experience’ as top drivers for digital innovation.
Upstream CEO, Dimitris Maniatis
Since the pandemic began, telcos in the region have had to work overtime to ensure that communities stay connected, but being so dependent on physical sales channels has made engaging with customers more difficult than ever before.
