If providers want to remain competitive, they need to give customers a reason to stay.

Customers are increasingly open to testing new providers, and are willing to switch for better rates, more transparent service agreements, and better self-service options. Customers now have the option to get internet service from the tech companies that often offer simpler, contract-free services. This is contributing to rising churn rates, and is leading many providers to include third-party offerings like streaming, banking, and cybersecurity services to their bundled home services in the hopes of improving stickiness.

The pressure is on. Customers increasingly view communications providers' services as commodities. Providers realise they need the ability to create value beyond the network, and many are thinking about new ways to monetize network investments. These efforts will allow them to offer more than just a base layer of connectivity. However, this is only the beginning. How else can providers satisfy customers, unlock new revenues, and streamline operations?