Strategic Ambition & Growth Diagnostic
A documented alignment on the company’s value thesis and strategic direction. Leaders gain a unified view of where to stop, simplify, and scale in the current business and which new domains to invest in for growth.
- Context Briefing: Review market pressures on margins and current growth gaps (e.g. commoditized core services, stagnating ARPU growth ). Discuss the company’s strategic ambition in light of 2025 telecom trends – for instance, the push beyond connectivity into digital services amid fierce new competition .
- Diversification Ideation: Explore new revenue models beyond traditional connectivity – B2B enterprise services, platform/API monetization, infrastructure wholesale, etc. Analyze diversification
- Growth Opportunities Assessment: Use Caspera-Lab’s diagnostic tools (e.g. market benchmark data and a SWOT analysis) to evaluate the company’s current portfolio and capabilities against emerging opportunities.
- Prioritization: Identify 2–3 high-impact growth initiatives to pursue (for example, a 5G edge computing product for smart factories, a fintech partnership for mobile banking, or an API developer platform) and discuss their feasibility and impact.
Technology & Operations Modernization Diagnostic
- Current-State Tech X-ray: Assess the operator’s network and IT landscape against industry best practices.
- Future-State Visioning: Outline a target “TechCo” architecture and operations model needed to support the business strategy.
- Capability & Gap Assessment: Through guided discussion and perhaps a quick survey, evaluate the company’s digital maturity
- Ideation of Tech Initiatives:
- Outcomes & Deliverables:
- Modernization Roadmap, Quick-Win Pilot Charters, Alignment on Investment Priorities
Customer Experience & Value Diagnostic
- Outside-In Perspective: Begin by reviewing current customer satisfaction and engagement metrics (NPS, churn, ARPU by segment, digital channel usage) compared to industry benchmarks. Highlight the urgency for change: telecom has historically lagged in customer experience and companies that excel in CX significantly outgrow their peers .
- Journey Mapping: Identify 1–2 critical customer journeys to dissect
- Pain Point Analysis: For each journey, analyze root causes of pain points. I
- Ideation of Improvements: Brainstorm solutions and enhancements for the identified pain points. Encourage creative thinking leveraging modern technology and practices
- Outcomes & Deliverables:
- Journey Maps & Pain-Point Register, CX Improvement Initiatives, Alignment on Customer-Centric Metrics
Operating Model & Culture Diagnostic
- Organizational X-Ray: Examine the current operating model and organization structure.
- Culture & Leadership Alignment: Assess the company’s cultural readiness for change. Using a brief survey or interactive polling, gauge leadership perceptions on aspects like agility, innovation, customer-centricity, and risk-taking.
- Future Operating Model Vision: Introduce modern operating model concepts relevant to telcos: e.g. product-centric organization structures, DevOps/Agile ways of working at scale, flatter hierarchies, and ecosystem partnership models.
- Gap Analysis & Immediate Ideas: Reconvene to compare the future vision against today’s state and identify key gaps.
- Outcomes & Deliverables:
- Operating Model “2.0” Blueprint: Culture Change Priorities, Actionable Next Steps
Interviews
Explore — Capturing Vision, Ambition, and Insights
In the Explore phase of our Caspera-Lab methodology, we conduct structured one-hour interviews with key stakeholders across the organization to gain a deep understanding of their vision, ambitions, and priorities. Using a dedicated interview canvas we have developed, we guide participants through a focused discussion covering market perceptions, operational performance, customer experience, business challenges, and future aspirations. This approach ensures we capture diverse perspectives from leadership and operational teams, identify alignment gaps, and surface opportunities for growth and transformation. The insights collected during these sessions form the foundation for strategic recommendations and enable us to tailor the subsequent phases of the journey to the organization’s specific context and objectives.
Deep dives
Explore — Deep Dives into Operating Models and Processes
In the Explore phase of our Caspera-Lab methodology, we conduct structured deep-dive sessions to understand the real way the company operates. These are one-hour group meetings with key stakeholders, designed to analyze the operating model, governance structure, decision protocols, and core business processes. Using a dedicated Caspera-Lab Deep Dive Canvas, we guide the discussion and review evidence, documentation, tools, and workflows to capture an accurate picture of how the organization truly functions day-to-day. This approach allows us to validate assumptions, identify inefficiencies, and reveal strengths that can be leveraged in the transformation journey. The insights gathered from these sessions form a critical foundation for the following phases, ensuring that recommendations and strategic roadmaps are fully aligned with the organization’s actual capabilities and constraints.
