Rewriting the Telecom Rulebook

Millennials demand highly unique and differentiated experiences that current telecom operators fail to provide. Jawwy – a digital venture from STC has digitized its entire customer care model. The result is a radical transformation of how telecom services are designed and delivered. Jawwy is not a price play but a digital experience play.

How a Saudi Digital Venture is Disrupting the Mobile Service Experience: An Interview with Subhra Das.


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Millennials are a discerning segment when it comes to their digital experiences online. This is especially true of the telecom industry where Millennials are increasingly looking for radical new experiences that stand out from what current operators provide. In the Kingdom of Saudi Arabia (KSA) Millennials comprise over 67% of the population and are considered to be some of the most prolific users of social media in the world. STC realized that if it needed to strike a chord with this segment, it needed a brand new approach – a complete re-think of the way it delivered on customer experience.


How could STC go about revamping its customer experience when it was still constrained by existing operating models, culture and systems? It decided to go Greenfield. The result was Jawwy – a digital venture with the DNA and agility of an internet player. The organization has full autonomy and an independent governance structure, which ensures smooth process implementation.


There are several steps Jawwy has taken to streamline and jump-start its customer experience. For a start, the company has completely moved its customer support to digital. This means replacing inbound call centers with peer-to-peer social customer support and intuitive search functionality.


If you are looking to ramp up your digital game in the telecom sector, especially with your Millennial segment, this paper is a must-read.


Jump-start your digital agility by reading this latest paper today


Our track record in delivering a great customer experience with digital

Telco Operators have to deal with over-the-top competitors challenging their business models, new technology transforming their operating model and consumers asking for a more engaging customer experience. Capgemini Consulting has built an end-to-end offer portfolio to encompass all the challenges of  digital transformation for telco operators.  We can help drive strategy formulation and execution, accelerate results and transform companies based on our unique business and digital transformation capabilities.


Our service offerings comprise


  • Launching Greenfield Digital-Only Operations: A cost-effective and efficient way of responding more quickly to changing consumer demands is by launching greenfield, digital-only operations that function via a fully digital operating model (uses only digital channels for sales, customer service and information; Use digital technologies to enhance the customer experience and real-time engagement; and act as a digital test bed for the wider enterprise, where the business can test its future model for operations, marketing, sales, and service while continuing its efforts to transform the entire organization. Capgemini Consulting helps clients define and launch the entire set up.  
  • Fast Digital Telco: In today’s digital-focused world, Communications Service Providers (CSPs) need to transform their operations to enable them to deploy flexible and targeted digital services rapidly for their customers, at any location and across any device. Those organizations able to digitize customer experience, simplify and harmonize business processes, and optimize operations will be best placed to gain competitive advantage in today’s complex and challenging business environment. Capgemini’s FAST Digital Telco, developed with Best in Class partners, is an instantly available, cloud-based, global offering to help CSPs facilitate and accelerate digital transformation.  
  • Analytics for Telco: Based on our unique expertise and experience in analytics and supported by the team of data scientists mobilized in the Data Farm, Capgemini Consulting has built a comprehensive framework to deliver the benefits of the analytics for telecom operators, identifying the most impactful use cases and designing the operations and organization for efficient data analytics operations.
  • Telco Cloud: Telco operators are facing the largest and most impactful transformation of their network architecture and organization with the deployment of network function virtualization (NFV) technologies. Capgemini has developed an innovative transformation framework to support Telco operators successfully navigate their transition towards network virtualization. Thanks to our unique expertise in cloud transformation and telco processes, we have defined a framework which embraces all the critical aspects to be addressed and includes concrete and proven propositions.

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