TECH SUPPLIER Nov 2020 - Market Perspective - Doc # EUR146971720

Identity Management: Increasing Telcos' Customer Centricity and Revenues

By: Rosalind CravenResearch Manager, EMEA Mobility

Abstract

This IDC Market Perspective explores identity management in telcos and the challenges telcos face in harnessing digital identity to optimize their customer-facing operations. The document explores the business goals telcos can achieve through identity management strategies. It will focus on the internal role of identity management in telcos' customer-facing systems, which will be followed by an additional report later in the year focusing on services that extend telcos' identity capabilities outside their organizations.

"Identity management is central to orchestrating omni-channel interactions, enabling frictionless, digital-first experiences. It can be the linchpin for personalized customer relationships that increase lifetime value. Identity management is thus a strategic imperative for telcos as they transform into digital service providers," said Rosalind Craven, research manager, EMEA Mobility.


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