In this fast changing world, markets are outlined by a high level of competition and constant growing uncertainty. Considering the pace of new technologies introductions, the risk of losing market share is worrying. To survive in the industry companies need continuous innovations to keep up with new technologies. The latest innovatory trends regard IoT , artificial intelligence, 5G, cloud computing, blockchain and robotics. In this framework, cloud computing covers an important aspect and is considered one of the quickest rising technologies of IT expenditures. But what about the telecommunications market? This field is particularly competitive and companies need to develop a strategy of digital transformation to reinvent their business model and step up from simple network providers to technological organizations in order to survive. The aim of this paper is to demonstrate how cloud computing can be the enabler and the key to keep up competition in the telecommunication market and offer customers services and products with high value added by analysing the adoption in a leading multinational corporation. However, a reliable digital transformation approach implies not only applying a cloud-based solution but requires direct end-customers and employees? engagement and strict cooperation with the solution providers with a clear strategy of internal change management. In order to deepen the analysis, a series of workshops and co-working sessions with all the stakeholders involved have been carried out. Keywords: #Cloud #DigitalTransformation #Telecommunication #Agile #Change
Come rimanere competitivi in un mercato instabile dove l?incertezza è in continua crescita? Una delle risposte è quella di continuare a reinventarsi ed innovare cercando di mantenere il passo delle nuove tecnologie. Gli ultimi trends innovativi riguardano IoT, intelligenza artificiale, cloud computing, 5G, blockchain e robotica. In questo framework, il cloud computing ricopre un aspetto importante ed è considerato una delle principali tecnologie in cui le aziende hanno già iniziato ad investire. Ma per quanto riguarda il mercato delle telecomunicazioni? Il mercato è particolarmente competitivo e le aziende per poter sopravvivere devono fare il passo da semplici fornitori di rete ad aziende tecnologiche. Questo cambiamento richiede una solida strategia di trasformazione digitale. Lo scopo di questa tesi è quello di dimostrare come una soluzione basata sul cloud computing possa rappresentare la chiave per poter mantenere la competitività nel mercato ed offrire ai clienti servizi e prodotti considerati ad alto valore aggiunto tramite l?analisi e l?osservazione diretta all?interno di una multinazionale leader nel settore delle telecomunicazioni. Tuttavia, semplicemente adottare il cloud non è sufficiente. Un processo di trasformazione digitale richiede il coinvolgimento diretto dei clienti, dei dipendenti ed una stretta cooperazione con i fornitori insieme ad una chiara strategia di cambiamento organizzativo. Al fine di approfondire l?analisi sono stati organizzati una serie di workshop e sessioni di co-working con i principali stakeholder impattati.
Cloud-based digital transformation: a case study of an omnichannel customer journey optimization through a radical simplification of the sales systems in Vodafone Italy
LI PIRA, GIULIA
2018/2019
Abstract
In this fast changing world, markets are outlined by a high level of competition and constant growing uncertainty. Considering the pace of new technologies introductions, the risk of losing market share is worrying. To survive in the industry companies need continuous innovations to keep up with new technologies. The latest innovatory trends regard IoT , artificial intelligence, 5G, cloud computing, blockchain and robotics. In this framework, cloud computing covers an important aspect and is considered one of the quickest rising technologies of IT expenditures. But what about the telecommunications market? This field is particularly competitive and companies need to develop a strategy of digital transformation to reinvent their business model and step up from simple network providers to technological organizations in order to survive. The aim of this paper is to demonstrate how cloud computing can be the enabler and the key to keep up competition in the telecommunication market and offer customers services and products with high value added by analysing the adoption in a leading multinational corporation. However, a reliable digital transformation approach implies not only applying a cloud-based solution but requires direct end-customers and employees? engagement and strict cooperation with the solution providers with a clear strategy of internal change management. In order to deepen the analysis, a series of workshops and co-working sessions with all the stakeholders involved have been carried out. Keywords: #Cloud #DigitalTransformation #Telecommunication #Agile #ChangeÈ consentito all'utente scaricare e condividere i documenti disponibili a testo pieno in UNITESI UNIPV nel rispetto della licenza Creative Commons del tipo CC BY NC ND.
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https://hdl.handle.net/20.500.14239/7616