Creating digital ecosystems
By : Flytxt
Henri Setiawan Wyanto,Head-SMB Digitalization-PT Telkom Indonesia was the guest speaker at Flytxt’s annual event this year. He talked about the digital transformation journey of PT Telkom and how they are preparing to fulfill the needs and aspirations of fast growing digital population of Indonesia.
Rather than just a provider of connectivity, Telcos are trying to digitize and digitalize to evolve as a full scale digital service provider (DSP). However the evolution required to get to that next stage is significant and the value chains created are much more complex.
As the subscriber base have multiplied many times, Telcos have invested heavily on the network and IT infrastructure. One of the biggest bottlenecks in a Telco’s digital transformation journey is its existing systems and architecture frameworks. Inorder to be a successful DSP, a communication service provider (CSP) should be digitally enabled, highly connected and should be capable enough to have horizontal applications to leverage the existing platforms.
Transforming to a DSP
Digital transformation is both culture driven and technology driven. DSP can offer more beyond mere connectivity and provide ‘value added services’ to its consumers by increasing the product and subscription portfolio. In order to develop new services and deliver better digital experience Telcos should be flexible enough to create a ‘new Digital Ecosystem’, where they collaborate with other partners of the ecosystem.
Along with collaborative partner network, they also need to focus on network experience optimization, deeper data analytics to understand customers better and personalized customer engagement with contextual offers.
Major elements in transforming to DSP’s
Among the umpteen number of elements to make the transformation a success, the following four factors requires special mention.
- People: Build digital capabilities,innovations and leadership providing digital creative facilities and collaborations with academic research institute,business and community. In Telkom indonesia they provide opportunities to people to bring out new ideas at internal idea generation hub named AMOEBA and external idea generation platform known as Indigo.These mechanisms provide an opportunity for collaborative creative thinking.
- Process: Process digitization and governance enhancing the ability to process and analyze extremely large data sets to uncover patterns,sequences and relations for achieving operational efficiency and improving customer engagement.
- Platform: Leverage AI and machine learning to design,control and manage digital interactions as well as support a collaborative delivery framework with partners to boost digital services.
- Performance: Design thinking for excellent customer and employee experience. In Order to have a deeply personalized customer engagement, it is required to have an in-depth understanding of customers and their needs and preferences.
Personalization of customer interactions requires complex analysis of large volumes of data. Mass personalization increases the number of potential actions that need to be considered for each customer journey.
Analytics is the engine of growth of DSP: Inorder to be a successful DSP, CSP’s should know how to collect data intrinsically,aggregate it and know how to refine it into insights that can be achieved upon in real time. CSP’s transformed into DSP’s must be able to leverage big data analytics to continuously expand its knowledge and responsiveness to the customers
Thinking beyond horizon
As the digital aspirations and needs of customers will evolve from time to time, CSPs need to continuously innovate hinging on 4P’s – People, Processes, Platforms and Performance. PT Telkom believes that CSPs should make their journey more digital and innovative by exploring different possibilities, while creating a new ecosystem collaborating with partners like Flytxt who can bring in technologies to support their vision forward.