Santosh Tiwari

Our leaders like Sanjiv Menon Aloke Kumar Dani focus on providing value to customers via business transformation enabled by helping them Operate more efficiently.

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Telcos can unlock significant value by transforming into customer-centric enterprises, which requires a major shift in mindset, capabilities, and operating models. It’s a comprehensive #transformation that can lead to higher revenues, lower costs, and improved customer satisfaction. In this article, my McKinsey & Company colleagues outline the five “golden rules of customer centricity”: https://lnkd.in/gebW4_3B

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As cloud communications reshape post-COVID, the industry is adapting to hybrid work models and the rise of AI-powered capabilities. The focus is shifting toward unified communication and collaboration (UC&C) platforms that seamlessly integrate employee and customer experiences (CX). Key trends driving this evolution include: - 𝐀𝐈 𝐚𝐧𝐝 𝐆𝐞𝐧𝐀𝐈 𝐟𝐞𝐚𝐭𝐮𝐫𝐞𝐬, such as automated summaries and adaptive video framing, are in high demand. - 𝐂𝐨𝐧𝐬𝐢𝐬𝐭𝐞𝐧𝐭 𝐂𝐗 𝐚𝐧𝐝 𝐄𝐗 have become essential, with 45% of the market now consolidated under Microsoft. - 𝐎𝐧𝐠𝐨𝐢𝐧𝐠 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 𝐭𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 fuels cloud tech investments, especially as AI features become integral. AI is not just a trend; it’s transforming cloud communications into a strategic advantage, enhancing both employee and customer experiences. As businesses prioritize seamless, unified solutions, UC&C is set to be a key player in the digital future. https://lnkd.in/dsA9CpeT #CloudCommunications #AIInnovation #HybridWork #CustomerExperience #DigitalTransformation #FutureOfWork

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Tech and Telco CEO confidence remains relatively robust despite macroeconomic, geopolitical, and other challenges, according to KPMG’s 2024 Technology and Telecommunications CEO Outlook survey. Take a look at the report to see their top priorities and strategies for navigating the current economic environment, the rise of GenAI, the evolving workforce, and ESG: https://bit.ly/3C9XNxz

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Tech and Telco CEO confidence remains relatively robust despite macroeconomic, geopolitical, and other challenges, according to KPMG’s 2024 Technology and Telecommunications CEO Outlook survey. Take a look at the report to see their top priorities and strategies for navigating the current economic environment, the rise of GenAI, the evolving workforce, and ESG: https://bit.ly/3NTdjAE

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Telcos can unlock significant value by becoming truly customer-centric enterprises, but it will take a new operating model enabled by a mindset shift and expanded capabilities. They will have to shift their mindset from product-centric to customer-centric, develop new capabilities such as a central data platform and an AI-powered next-best-action engine, and evolve their operating model to clarify the roles of marketing versus channel teams, embrace product and channel agnosticism, embed data scientists into business teams, build cross-functional agile factories, and develop an agile working mode. The ones that can successfully make these shifts will be well-positioned to compete in the digital age. Learn more about how telcos can become true customer-centric enterprises here!

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Excited to share my latest article on "Telecommunications Act 2023: Propelling innovation and growth" Read on for a deep dive into the Act’s provisions and how it's set to shape India’s telecom landscape, building a connected and future-ready India. 🚀📡 #Telecom #Innovation #TelecommunicationsAct #5G #DigitalIndia #InvestIndia #InvestInIndia

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At the ET GCC Annual Conclave 2024, Vivek Prasad, Partner and Markets Leader, PwC India, shared his perspective on how parent companies can empower their GCCs in India to contribute to the Viksit Bharat vision. He highlighted that GCCs are currently creating sustainable value, solutions, and assets for their parent organisations. As these assets and solutions become scalable, they will benefit the parent companies, the country, and the world. The talent within GCCs, when scaled, can support India's vision of becoming a Viksit Bharat. Learn how PwC India helps organisations redefine their GCCs: pwc.in/gcc #GCCwithPwC #TogetherWeFuture #GCCRevolution #EmpoweringTalent #DrivingGrowth

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As Tech sector transforms, M&A would continue to dominate and be core part of growth strategy. Asset classes within tech stacks would continue to evolve in newer areas of AI consulting, tech engineering, SAAS and cloud would be of interest for cash backed tech companies. PE and VC Funds would also continue to look at the newer areas of tech and profitability and predictability of revenues would remain key priorities. Prepare for enhanced deal making as market gears up in 2024 ! # GT # GT TechDealtracker # GT Dealtracker # GT Tech Deals team

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Today’s telcos know that in order to survive and thrive in the digital age they should be built around their customers, with an ability to continuously respond and adapt to ever-changing needs. The evolution of telcos into techcos reflects the convergence of telecommunications and technology. Telco companies that can effectively adapt are typically more likely to succeed in their transformational journeys and maintain a competitive edge in the evolving digital landscape. By embracing agility, fostering innovation, and prioritizing customer needs, telcos can navigate these challenges and likely emerge as leading players in the future of telecommunications. Read “Telco to techco” for insights to help ensure your transformation journey is successful. https://lnkd.in/e2KzPy3D

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#5G #APIs present a significant opportunity for #telcos to propel their next phase of 5G network monetization. According to Kearney's 5G API Developer Study 2023, there is a strong interest in the developer community to prioritize 5G API development and enhanced connectivity in their strategic roadmaps. Despite this interest, challenges remain for telcos, particularly regarding standalone 5G core deployment, network virtualization, and robust engagement with the developer community. A recent study conducted by my colleagues Jesper Larsson, Anna Kraft, Krishna Bhagavatula, Tyler Wedekamm outlines steps for telcos to prepare for 5G APIs effectively and assume a leadership role in shaping their 5G future. Click below, to know more https://lnkd.in/dvB4jQrV

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AI for operations (AIOps) empowers operators with near-time performance transparency, minimizing network downtime damage. Proper implementation can significantly reduce outage losses, thus maintaining monetary stability, reputation protection, and customer confidence. Learn more: Authors: Polly Shrewsbury, Brendan Ratter, and Ahmed Bilal

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Discover how AI is revolutionizing ESG data management for businesses, as our CEO, Chetan Kasim, shares insightful perspectives on the journey towards sustainable growth. @https://lnkd.in/gy3a9Vg5

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In our turbulent times the business model reinvention is key to future success

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What can #GenAI bring to an enterprise? What are the challenges and opportunities? Is #GenAI a hype or a trend all must catch? Honored to be invited to speak at 2024 Dell Technologies Forum to share perspectives on #GenAI and the impact to the most relevant sectors in Taiwan. #BCG

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Our latest report on Gen AI

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Mismatches between telcos’ focus today and their predictions for what the industry will look like tomorrow are evidenced in our EY Telco of tomorrow CXO Study - Telcos are reaching an inflection point, and need to decide on their level of ambition as they go after long term opportunities. A couple of things continue to remain common: the importance of the network improvement as the bedrock of competitive advantage and, as the gap between service providers closes, delivering exceptional customer experience as a differentiator - and a route to increasing CLTV

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Global Capability Centers (GCCs) are becoming business reinvention engines. Hear senior GCC leaders from Nestle, Cargill and JPMorgan Chase discuss how GCCs are pivoting in this issue of the ‘Accenture Business Journal for India - Industry Insights' newsletter. #GCC https://accntu.re/3z84izP

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