Thus, the transformation is disruptive; it affects not only customer relationships, but internal processes and value propositions as well (Westerman et al., 2011).
A number of factors are identified as key drivers for digital transformation, including: Two examples help illustrate this transition: AT&T in the United States and Rogers in Canada.
The reason for this is likely to be that all have been designed to be generic in nature to apply to any industry.
Abstract Industries across the spectrum are being faced with a fundamental change: digital transformation. For communications service providers, this transformation started some time ago with the emergence of so-called over-the-top (OTT) services such as Whats App and Skype.
However, in spite of such transformation being underway, there is a lack of frameworks and tools to help communications service providers navigate such radical change.
The design stage began with a comprehensive review of the relevant literature, case studies from several industries, and interviews with subject matter experts.
These activities formed the basis for the identification of a set of key elements of digital transformation, which in turn resulted in a multi-dimensional model.
Next, it will introduce the model, including its constituent dimensions and levels of maturity.