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The dark side of the moon: Online-offline integration in automoti

Connecting channels is a key success factor for customer satisfaction and sales

The behavior of car buyers has dramatically changed. Nowadays, they spend more than 70 percent of their time in the buying process online, and the number of dealer visits is seldom more than one. Thus, without online-offline integration, customers do not experience a seamless journey, and the...
Automotive

The evolution of public EV charging

What will happen when charging becomes a commodity?

The European public EV charging market is heading for disruption. Although the market is still at an embryonic stage, EV charging is already about to become a commodity and players need to innovate in several directions to stay in business. Some are still hesitating, while others are already...
Automotive

The forecourt of the future

With a disruptive lifestyle and technological changes ahead, the fuel retail business will need to create a new customer experience on the forecourt

The traditional forecourt model is at its inevitable end. Electric vehicles (EVs), autonomous cars, data analytics, and the Internet of Things (IoT) are only a few of the emerging technologies threatening the classic fuel-station customer experience. What will the next-generation forecourt scene be...
Oil & gas

Commercial excellence in B2B environments

How do best-in-class B2B players develop customer preference and maximize margins?

Saying that the world is undergoing a fast-paced transformation is not only stating the obvious, but also an understatement. Traditional business models and go-to-market strategies are challenged, and often even rendered obsolete, by rapidly evolving customer needs. In many cases, industry...
Marketing & sales

Acing 5G pricing

How to price 5G for optimal monetization

Leading telcos have switched on their 5G networks and launched commercial offers to acquire early adopters. With the scale of investments required for 5G, the consumer pricing strategy becomes a critical lever for recouping these investments. In this viewpoint we aim to provide a framework for...
Telecommunications, Information technology, Media & Electronics (TIME)

Lost in transformation

Strategic options for transportation & logistics companies in a changing market

Transformation has arrived in the transportation & logistics industry. However, we have only just witnessed the start of an extensive change process that will shake up the balance of power. Players unable to adapt to the new reality will face immense pressure, as entire business models are at...
Travel & transportation

Will Chinese EV start-ups reshape the automotive industry?

The successes, challenges and roadblocks for EV start-ups

With Chinese regulators’ stimulation policy, a number of EV start-up companies have been set up since 2015. Many of them aim to launch EV products with high levels of artificial intelligence, connectivity and autonomous driving technology. In this viewpoint, Arthur D. Little reviews major players’...
Automotive

Do companies get the most out of Hazard & Operability (HazOp)

How to break through constraints in hazard identification

HazOp analysis is undoubtedly one of the most effective hazard identification techniques in the manufacturing industry. In fact, it is rigorous, reliable and repeatable. However, complex organizations often struggle to integrate safety and operations synergically in this kind of study: dependence...
Risk

Evolving pricing of mobile tariff plans

Be dynamic or lose

The telecom industry is standing at a crossroads, with increasing users, rapid technology shifts, usage shifts to content services, exponential growth in data usage, and ever-increasing competition. Global trends for mobile services show that average revenue per user (ARPU) is declining, whereas...
Telecommunications, Information technology, Media & Electronics (TIME)

From sticky-notes to implementation

Customer journeys in the energy sector – Getting it right the first time

Customer journeys are a way for energy companies to record every interaction with their customers, getting an end-toend view of the journeys and processes the customer goes through. It allows them to see processes from the customer perspective, which is a powerful tool to steer the customer...
Utilities & alternative energy