A Digital Maturity Model for Telecommunications Service Providers
Communications service providers are being faced with a deep transformation that is taking them from being providers of traditional communication services (e.g. voice, SMS) into providers of digital services (e.g. music, mobile TV, cloud services, Internet of Things) This digital transformation the use of technology such as analytics, mobility, social media, and smart embedded devices to improve the performance or reach of an enterprise (Westerman et al. 2011) also requires communications service providers to digitize the way they serve their customers throughout the entire customer lifecycle. Thus, the transformation is disruptive; it affects not only customer relationships, but internal processes and value propositions as well (Westerman et al. 2011)