Who prefers an online experience when buying mobile services?  Who chooses to visit an operator shop? The preference for different approaches has shifted dramatically over the past decade, driven by changing demographics, enhanced digital buying experiences, and evolving consumer motivations.

But while the digital landscape has evolved drastically, many telcos remain stubbornly anchored in the past, crafting offers and services that cater predominantly to Baby Boomers. This conservative approach leaves a gaping disconnect between what modern consumers expect, and what is available to them. We are three generations beyond Boomers, and it’s high time telcos truly cater to the needs of Millennials, Gen Z, and even Gen Alpha. Transforming the business model to meet the changing customer needs and making some bold choices is not an option anymore, it’s a necessity.