It's the customer experience, stupid

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Chris Lewis, Managing Director, Lewis Insights

Network transformation, cloudification, SDN, NFV and the emergence of 5G technology together with challenges from increasingly powerful OTT and social media players will force established telcos, operators and service providers fundamentally to reconsider the relevance and value of their role in the nascent global digital economy. The new technologies and the network revolution that comes in their train are challenging enough, but as Chris Lewis explains, telcos are still not paying enough real (as opposed to cosmetic) attention to the customer experience. Reluctance or inability to accept that reality could cost them dear.

FILMED AT: Broadband World Forum 2016, ExCeL Convention Centre, London

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