Mobile operators need to partner with over-the-top (OTT) players and transform themselves into digital lifestyle service providers to take advantage of dynamic opportunities for growth and development, says a US-based customer experience solution provider.
"The journey to transform into a digital lifestyle service provider will take 4-5 years," said Stephane Cudennec, customer business executive for Asia-Pacific at Amdocs.
To survive and maintain revenue growth in the digital era, mobile operators will have to think about how to work closely with OTT players to deal with the digital service revolution.
Mr Cudennec said they need to realise that OTT can be an opportunity to increase revenue under a win-win business model, rather than as competitors.
Mobile operators must also adapt to rapidly changing customer behaviour through a robust customer interaction approach.
He said the adoption of artificial intelligent (AI) and machine learning (ML) are on the rise, as firms are using them to boost customer interaction.
Amdocs has embedded AI capabilities from several leading AI platforms such as Amazon's Alexa, Facebook's bots, IBM's Watson, Microsoft's LUIS and Google.
This collaboration provides solutions for integrated customer response management systems.
The adoption of AI and ML technologies are not only gaining popularity among mobile operators, but also among firms who are moving towards digital transformation, said Mr Cudennec.
He said mobile operators need to understand their customers better to offer personalised experiences via the adoption of data science and AI technologies.