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Telecommunications Operators

Integrating new tools and technologies to improve business outcomes
Telecommunications operators play a pivotal role in helping people, companies, and cities realize their digital ambitions and meet ever-growing demands for data and connectivity. Yet many face capex scarcity and are under significant pressure to develop or improve 5G, fixed wireless access (FWA), and fiber networks, and to diversify their offerings to maximize customer lifetime value, return on investment, and shareholder value.
We help clients boost revenues and optimize costs through digital, analytics, and enterprise-wide transformation, while enabling growth through selective new business entry. We help operators to achieve stronger acquisition, increase average revenue per user, improve customer engagement and asset management, reduce costs and customer-churn, and realize new revenue streams across B2B and B2C segments.

What we do

Commercial excellence optimization

Strategize and implement commercial value drivers such as pricing and promotions, cross- and up-sell, personalization at scale, retention, and churn management for stronger customer-lifetime value.

Digital business building

Build a digital business or expand into new areas by assembling the right people, technology and data, product and strategy, go-to-market, operations, and capital to scale a business.

Customer experience

Implement end-to-end solutions to immediately improve revenue and reduce call-center volume and customer churn with more personalized content and offers and better customer experiences.

Smart network capital expenditures and strategy

Analyze 5G and FWA demand and supply drivers, network and market positioning, and infrastructure asset strategies, such as divestment or network sharing.

Transformation and restructuring

Adopt alternative methods of at-scale cost and commercial transformation, including agility, restructuring, and digital implementation.


lower costs for agile organizations


increased traffic and 3x sales through advanced analytics initiatives


call-center reduction and 20% net promoter score improvement with eCare

Impact stories

Validating 5G strategy through data analysis

By analyzing diverse data sets, we helped create an integrated commercial and technical 5G strategy, revealing new opportunities to capture value.

Growing return on investment through end-to-end analytics

Discover how a telecom operator unlocked value across business units with an end-to-end analytics transformation.

Improving customer experiences through agile

A telecom operator embraced agile ways of working to transform customer satisfaction, deliver business impact, and increase efficiency by 30 percent.

Automating the commercial engine

Learn how a mobile operator designed an automated commercial engine and used advanced analytics to grow revenues by 5 percent.

Featured experts

Wajih Abou-Zahr
Senior Partner, Dubai
Brings deep experience in telecommunications, helping leading companies win market share, drive top-line growth, and transform...
Kim Baroudy
Senior Partner, Copenhagen
Serves clients in the telecommunications, technology, private-equity, and financial-technology sectors—including financial...
Marina Cigarini
Senior Partner, Mexico City
As managing partner of McKinsey’s Mexico office, draws on deep expertise in digital, advanced analytics, and marketing and sales...
Guido Frisiani
Senior Partner, Milan
Supports leading technology, telecommunications, and media companies to shape strategies and capture growth opportunities in the...
Brendan Gaffey
Senior Partner, Dallas
Helps TMT clients to grow in size, value, capabilities, and influence
Ferry Grijpink
Senior Partner, Amsterdam
Helps telecom and media companies grow their businesses, shape new markets, and transform their organizations.
Jay Jubas
Senior Partner, Tel Aviv
Advises the start-up and scale-up ecosystem, as well as telecommunications, media, and technology companies on growth strategies...
Eric Kutcher
Senior Partner, Bay Area
Brings engineering and enterprise technology expertise to help tech and industrial companies achieve their full potential
Richard Lee
Senior Partner, Seoul
Works with leading technology, media, telecommunications, and private-equity clients to enable digital transformations that capture...
Alexandre Ménard
Senior Partner, Paris
Leads our Telecommunications Practice and media and technology work in France—with a focus on technology and operations—and specializes...
Philipp Nattermann
Senior Partner, London
Works extensively with telecommunications and media companies on addressing the challenges arising out of market transition to...
Pallav Jain
Senior Partner, Atlanta
Helps leading telecom and high-tech companies drive performance by leveraging big data and analytics
Yael Taqqu
Senior Partner, New York
Drives innovation and go-to-market performance for leading companies in the telecommunications, technology, consumer, and media...
Andrea Travasoni
Senior Partner, Milan
Trusted by telcos, media, and tech companies for his expertise in building integrated digital strategies

Featured Insights


Unlocking the value of 5G in the B2C marketplace

– Telcos are confident they can monetize 5G core in the B2B arena, but the value proposition for consumers is less clear. A slew of promising innovations could change that.

A blueprint for telecom’s critical reinvention

– The next generation of telcos will be defined by leaders who act now, risking short-term advantages to seize untapped growth with... a holistic approach to transformation.

Reliably connecting the workforce of the future (which is now)

– The pandemic magnified existing trends and challenges affecting the way workers function. Always-on, cellular-connected devices... may now finally break out of their niche.

A battle plan for telcos’ digital-attacker brands

– Many operators need to transform themselves to cope with new market conditions but have had difficulty making an organization-wide... overhaul. A smart digital-attacker strategy may be the solution.
Discussion Paper - McKinsey Global Institute

Connected world: An evolution in connectivity beyond the 5G revolution

– Connectivity is undergoing evolutionary change in most parts of the world—and, in select areas, a genuine leap into the frontier.

Connect with our Technology, Media & Telecommunications Practice