Technology is not enough – optimum customer experiences come when products, operating environments, commercial plans and technologies are aligned in harmony. This yields the best returns on investment of both human and financial capital.
Technology has been the fuel that has powered the telecommunications revolution. Without it we would be still be using basic telephone services, with no mobile phones and without the Internet.
Strategy is having a long term plan which creates focus for the business. All to often network operators do not have an overall plan, change it too often, or have a plan that is to general that it does not create focus and allows for conflicts.
Unless strategies are taken seriously they are just wishful thinking. Using the right technology is an important part of implementing strategy, but how the technology is used is just as important as what technology is used. Operators can have the best technology but often fail to deliver because the objectives are not defined, not followed…
