Last week at the GOIP event in Hong Kong, debating “The telco and the customer” with industry peers was a stimulating experience. It forced us to confront core strategic questions: Should B2B telcos in 2025 strive for vertical integration or embrace a delayered model? Should we be Communications Service Providers (CSPs) or evolve into full-fledged techcos?
While answers are subjective, my conviction is clear: it’s time for B2B telcos to rediscover their core strength: Connectivity.
While answers are subjective, my conviction is clear: it’s time for B2B telcos to rediscover their core strength: Connectivity.
The Pressure to Be Everything (And Why We Shouldn’t)
For years, telcos chased diversification – becoming systems integrators, offering adjacent services, all in pursuit of “owning” the customer. SIs conversely moved into our network domain. Technology limitations often demanded this vertical integration to deliver seamless experiences.
But technology has evolved. The rise of cloud-native architectures, APIs, and standardized interfaces changes the game. Has the moment arrived for telcos to excel purely at connectivity? Absolutely. Instead of spreading resources thin, our imperative is to relentlessly innovate and enhance our core connectivity products and the customer experience around them.
But technology has evolved. The rise of cloud-native architectures, APIs, and standardized interfaces changes the game. Has the moment arrived for telcos to excel purely at connectivity? Absolutely. Instead of spreading resources thin, our imperative is to relentlessly innovate and enhance our core connectivity products and the customer experience around them.
Letting Go of “Ownership,” Embracing Partnership
Today’s ecosystem thrives on interoperability. IaaS, PaaS, and SaaS layers integrate seamlessly. This presents a powerful opportunity: B2B telcos can be world-class at connectivity while being highly integrable and interoperable, maintaining full accountability for performance.
We don’t need to “own” the customer to be customer-centric. By collaborating with best-in-class complementary partners (SIs, SaaS providers, cloud hyperscalers), we can co-create optimal solutions that drive superior customer satisfaction. This partnership model is customer-centricity in action.
We don’t need to “own” the customer to be customer-centric. By collaborating with best-in-class complementary partners (SIs, SaaS providers, cloud hyperscalers), we can co-create optimal solutions that drive superior customer satisfaction. This partnership model is customer-centricity in action.
The Imperative: Become Masters of Integrability
If vertical integration isn’t the only path, then non-negotiable integrability is our mandate. We must double down on our connectivity expertise and ensure it plugs effortlessly into broader solutions.
This means:
Prioritizing open APIs and seamless interfaces.
Integrating cutting-edge technologies (like AI) directly into our connectivity fabric.
Actively collaborating with partners and customers to embed our excellent connectivity into their evolving needs.
This means:
Prioritizing open APIs and seamless interfaces.
Integrating cutting-edge technologies (like AI) directly into our connectivity fabric.
Actively collaborating with partners and customers to embed our excellent connectivity into their evolving needs.
Conclusion: The Devoted Connectivity Partner
Perhaps the future for B2B telcos isn’t about becoming everything to everyone. Instead, it’s about cultivating a monogamous and devoted relationship with connectivity excellence, while simultaneously being the most sociable, integrable, and reliable partner in the digital ecosystem.
By refocusing on our core and mastering integrability, we unlock greater value for customers and sustainable growth for ourselves.
By refocusing on our core and mastering integrability, we unlock greater value for customers and sustainable growth for ourselves.
