As Mobile World Congress Approaches, Evolving Systems Anticipates Year of Change for the Telecoms Industry in 2020

Communications Service Providers’ priorities shift as customer engagement comes to the fore

ENGLEWOOD, Colo., Feb. 03, 2020 (GLOBE NEWSWIRE) -- Evolving Systems, Inc. (Nasdaq: EVOL), a leader in real-time digital engagement solutions and services, anticipates shifting priorities for Communications Service Providers (CSPs) in 2020. With Mobile World Congress, the industry’s largest annual gathering of key decision-makers happening this month in Barcelona, Evolving Systems’ leaders attending the event expect a number of pressing issues to be discussed.

Matthew Stecker, CEO, Evolving Systems, notes: “2020 will be challenging for CSPs as traditional end-user expectations are being re-set and as a result of the resulting changing requirements, internal support infrastructures are being redrawn. At Evolving Systems, we know better than anyone how state-of-the-art loyalty programs work and what they can deliver in the telco industry. Those carriers who are driving innovation in their relationships with customers in this highly competitive market will be the industry leaders in the coming year. This is a subject we expect to see being debated at Mobile World Congress!”

The trends we will see are:

The arrival of Customer Engagement 3.0
Evolving Systems believes that the nature of customer engagement will change as personalization - how marketing and customer value management actually engage with subscribers - rapidly matures. This means a change will be required in legacy solution architectures (i.e. a move from the relational database of static customer data to real-time online customer profiling). Those carriers who lead the way will tap the real benefits that can be achieved by moving to CE 3.0.

Subscribers’ perception of value will change
Net Promoter Scores in the telecoms industry are low; yet to date there’s been relatively little analysis as to why. 2020 will see a more forensic examination of this question, with facts starting to outstrip rhetoric. One change lies in clearer answers to the question “Does my operator give me value for my money?” Another will be to better understand global trends such as the price of data, where new approaches to pricing differs widely between geographic regions.