The Digitalization of Companies and Network Challenges
The multitude of points of contact with the client, currently, requires companies to provide extra assistance. The rapid change in technology brings various stability problems for businesses. How to develop an integrated environment which not only assists customers but also cost saving, efficient, and at the same time is prepared for future changes?
There are many companies that have been promoting their digital initiatives to not lose competitiveness and make available to their customers the next generation of digital services.
The role of these advances has been vital to meet the increasingly diversified demand that consumers and partners impose on companies. The agility of these is vital to adapt to change and to accelerate the development of new services or products.
The relationship between companies and their customers and partners, which is constantly changing, is acting as a driver of the development of new technologies. As the demand extends to omnichannel, each point of contact must have customer service with integrated, robust and flexible networks.
The way in which consumers use technology and the networks that sustain it has also changed in recent years. The mobile space has taken, of course, the biggest and most fascinating evolution. The penetration of these devices has continued to grow year after year, also increasing the number of users whose focus of contact with the network is their mobile device.
The explosion of online entertainment services has also brought the need to improve network performance continuously. The consumption of videos has not stopped rising exponentially. According to a Fitch study, up to a third of consumers see content in videos every day.
In any case, companies cannot ignore the need to create a greater range of content. From social networks to price verification in the store, the Smartphone is the cornerstone of many consumers. “Almost all users who prefer mobile (86%) use this device to search for a product or service before making the purchase,” concludes Fetch of the study.
“Before the computer or the tablet, they turn to their smartphone. In addition, once in the store, 76% use their mobile to compare prices and check reviews before making the purchase. 74% of them also look for coupons and vouchers from their mobile. “
It is fundamental that the integration of the networks allows these consumers to move nimbly from device to device and from network to network.
Without a doubt, the companies that promote this mobility will gain in loyalty and, consequently, in sales, since the use of their networks becomes a less difficult experience. As this reality creeps in between companies, network providers have reacted by improving performance and reducing the instability of their services.
More Agile Networks
The profound change that consumer habits are suffering, and how this manifests itself in access to digital networks, will go one step further with the transition to 5G. The 5G network will not only be faster but above all, it will change in depth the development of network infrastructures and the use of these to provide services to the user.
Relevant and personalized contents and experiences are currently the pillars of relations between brands and consumers. The background of this relationship is fast and flexible networks. Seeking to transform the way of providing services through the mobile to the consumer, companies are investing in decentralized network infrastructures that will be supported by the incipient 5G network.
Extending mobile bandwidth and video consumption are two key vectors of the transition to 5G. Together with the Internet of Things and its high network performance requirements, they form the trinity of factors that will drive the benefits of 5G for companies when their deployment begins. This is expected within two years: GSMA estimates that 5G connections will reach 1,100 million (12% of total mobile connections) in the year 2025.
In the study The Digitalization of Everything, Ernst & Young LLP explores what this new situation will bring for companies:
“It is essential that companies focus on providing an agile and smooth omnichannel management model. This will require a strategy that constantly incorporates the latest technology and philosophy of trial and error. An improvement strategy is essential, launching new digital channels and iterations and changes based on customer feedback. “
Moving from a centralized and hierarchical network to a decentralized network, seeking to offer localized on-demand data services, is one of the pillars of what 5G will do. More and more companies will virtualize their networks to be able to deliver the fast and localized services that their clients will demand.
The reaction of companies to this huge change in the way they create digital services and products is to set digital maturity as a strategic goal.
Its roadmap includes greater agility in network infrastructures, as well as the strategy to expand and improve them. Optimized networks integrated and adapted to change, will enjoy the solid base on which to build their portfolio of services and products.
The mobile nature of today’s consumers and partners also means that networks must be flexible, to the point where they can offer personalized services and products.
The 5G brings with it the promise of a new step in the performance of the network, which will provide an unprecedented level of innovation that all companies can take part in if their network lives up to their ambitions.