Across many projects, we're seeing the same pattern: network rollout completed, but customer activation and service adoption remain below expectations. That's why we're currently visiting network operators across the region as part of our Roadshow.
Major investments in fiber network expansion are being met with adoption rates that fall short of expectations. In many cases, the root cause isn't the network itself – it's the customer experience surrounding activation and service usage.
Customers struggle to understand the installation and activation process
High manual workload for customer service teams
Delayed adoption reduces return on investment
Increasing cost pressure on customer service operations
The result: delayed monetization, rising service costs, and unnecessary strain on the organization.
.webp)
We are only on site for a limited number of days in each region and can offer a limited number of meetings.
28.05. - 02.06.
08.06. - 12.06.
07.09 - 11.09
12.10 - 16.10
Many organizations still view take-up as a sales or marketing challenge. In reality, however, adoption is not driven by communication alone – it is the result of seamless processes across the entire customer journey.
How clear is the activation process for customers?
How quickly are initial obstacles resolved?
How well do service, communication, and digital tools work together?
Take-up is not driven by a single lever – it is the outcome of an interconnected system.
This is exactly where our Roadshow comes in!
Guided processes reduce uncertainty and help customers get started faster.
Common customer issues are resolved before they reach your service team.
Customers gain a better understanding of their connection and can resolve issues independently.
Network operators are already leveraging digital service processes to improve activation and support efficiency – especially during the critical period around service activation.
Fewer support requests during the activation phase
Faster service adoption after activation
Reduced customer service workload while improving the customer experience
Over the coming weeks, I'll be visiting different regions and setting aside dedicated time for individual conversations with network operators.
