Rapid technology developments and disruptive innovation are blurring the boundaries across the telecom, IT and media industries. Service providers are bundling voice, data and video offerings along with mobility to achieve differentiation in this hyper competitive environment. Yet, customers do not seek technology – they want anytime, anywhere, any device connectivity. In this new model, service providers need a customer-centric approach to succeed, says Sriram T. V., vice president at Wipro Technologies, and Gerald R. Faulhaber, a Wharton professor emeritus of business economics and public policy. The two discuss how network service providers can remain competitive in this white paper, produced by Knowledge@Wharton and sponsored by Wipro Technologies.
For Personal use:Please use the following citations to quote for personal use:
MLA"Building Service Intelligence to Achieve Customer Centricity." Knowledge@Wharton. The Wharton School, University of Pennsylvania, 30 June, 2014. Web. 08 December, 2021 <https://knowledge.wharton.upenn.edu/article/building-service-intelligence-achieve-customer-centricity/>
APABuilding Service Intelligence to Achieve Customer Centricity. Knowledge@Wharton (2014, June 30). Retrieved from https://knowledge.wharton.upenn.edu/article/building-service-intelligence-achieve-customer-centricity/
Chicago"Building Service Intelligence to Achieve Customer Centricity" Knowledge@Wharton, June 30, 2014,
accessed December 08, 2021. https://knowledge.wharton.upenn.edu/article/building-service-intelligence-achieve-customer-centricity/