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Telecommunications Operators
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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, São Paulo
Draws on deep expertise in digital, advanced analytics, and marketing and sales to help high-tech, telecom, and media clients...
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, Stamford
Collaborates with incumbent providers and alliances on winning strategies, and pricing and operations improvements
Eric Kutcher
Senior Partner, Silicon Valley
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

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.

Rules of engagement: Winning with the basics in digital telecommunications

– Online sales and service are key measures of successful digital transformations. But most telecom operators aren’t implementing... the fundamentals that drive customers online and keep them there.

Can telcos create more value by breaking up?

– Once primarily a regulators’ tool, structural separation is beginning to attract growing interest from operators facing... financial and market pressures.
Interview - McKinsey Quarterly

All in: From recovery to agility at Spark New Zealand

– Three members of the telco’s top team describe the challenges and rewards of implementing agile rapidly—and the power... of a “no plan B” approach to change.

Are telcos prepared to lay the foundation for the digital future?

It’s a pivotal moment for telcos. 5G networks are hailed as the communications foundation for smart cities, connected factories,... and a host of innovative new technologies. Yet the cost and complexity of building out 5G is considerable, with still uncertain returns.

Connect with our Technology, Media & Telecommunications Practice