The COVID-19 pandemic is accelerating the move to digital, as large proportions of the population have continued to work, learn and be entertained remotely, while others have trialled services such as remote health care for the first time.
These were amongst the findings of a recent Amdocs survey of 1,000 United States consumers.
The results draw many clear parallels with Africa’s reality, with connectivity constraints providing a key exception. Driven by digital giants such as Apple, Amazon and Facebook, industries across Africa are racing to digitalise their operations.
The objective is to match their customers’ expectations for real-time, personalised and guided experiences in their channel of choice, as they have become accustomed to from these players.
For communications service providers looking to enable a simple, intelligence-driven and streamlined experience, many are starting with their current offerings and looking for ways to add value.
In the service bundling area, African customers’ expectations continue to increase as they demand the power to select the bundle, device and music of their choice – on demand and with one click.
Digital catalogues with embedded features, as well as the ability to merge with third-party catalogues offer significant potential, allowing carriers to, for example, sell connectivity bundles, with Netflix on top and Amazon gaming miles added as a giveaway.
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