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TIM’s future is all digital

03/12/2018 - 03:30 PM

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Artificial intelligence, Internet of Things, 5G, big data, clouds: the technologies of the future are those that have already started to revolutionise every aspect of our lives, today.
In other words, tomorrow will talk digital. Actually, it will talk DigiTIM.
DigiTIM, this is the key word in the 2018/2020 strategic plan that we have just unveiled.
We are aiming to consolidate our leadership and further improve our performance, after a 2017 that saw excellent results. A strategy to be achieved by offering state-of-the-art technologies, slimming down company processes, further increasing the convergence of offers and providing an excellent customer experience.
The relationship between customer and company will in fact be transformed into a true digital journey: thanks to a unique and intelligent interface that will allow all its users to have customised multichannel interactions, using artificial intelligence to create digitalised customer service management (which will reduce waiting times by up to 80%) and, above all, taking advantage of the opportunities offered by big data and advanced analytics, which allow us to have real-time and in-depth knowledge of the needs of every single customer, and above all allows customers to find what they want immediately.
All the content, offers and services will thus become an integral (and integrated) part of a single platform: simple, transparent, clear. A made-to-measure customised one-stop-shop, which offers added value to the customer, and makes their digital experience the best possible.
It is a decisive move, considering how - according to the user experience “prophet”, Tom Gilb - every euro invested in this sector can bring a hundred-fold return, demonstrating how the quality of the experience - a principle that underpins the most successful apps and platforms of recent years - is central for the customer and for the company.
But the impact of DigiTIM will be greater than this, it aims to make TIM the mainstay of the digital transformation of the country. All the aspects that characterise the technological revolution are in fact linked to one another; because the smart cities that are starting to take shape - and the Industry 4.0 initiative in which Italy aims to be a pioneer - are based on the Internet of Things. Or, rather, on the Intelligence of Things: a system in which intelligent objects, equipped with sensors, and connected to the internet, don’t only communicate with human beings, but also and above all with one another, opening the door to social and industrial potentials that remain largely unexplored.
The Intelligence of Things is in turn closely linked to the work of the telcos, which are actually its backbone. Just consider the importance of 5G, the new data transmission technology characterised by very high speeds (of up to 1 Gigabit) and minimum latency times (the time it takes two devices to connect). And if you think that 5G is just an evolution in data transmission, consider that it is only through this technology - ever closer to becoming reality - and convergence between all the connected devices that the new digital era can really get started.
Convergence, one of the many buzzwords in technological evolution, is in fact one of the most important. So it is no coincidence that it is a key concept for us, too: convergence of fixed and mobile services, video, music and gaming content (many original and exclusive, obtained through partnerships with national and international players) will be the key words that will allow the offer - standard and premium - to be constantly improved, and enable the company to acquire 5.4 million new Fibre customers.
Obviously, the cloud and the whole ICT sector will also be central elements of DigiTIM. They will increase their business by 50%, to represent 25% of the revenues of the business sector by 2020. But the cloud also plays a central role in company processes, enabling - among other things - the virtualisation of networks, to grasp one the greatest opportunities that companies currently have before them. An opportunity that can be summed up in just a few words: more software, less hardware.
The digital transformation of TIM is therefore getting to the heart of things, also involving our subsidiaries TIM Brasil, Inwit and Sparkle, and creating the need for a new business culture - more agile, result-oriented, one in which processes are managed in an increasingly dynamic and less stratified way.
This is the DigiTIM formula: a high added value and innovative strategy, forward-looking, which will bring customers, employees and stakeholders into the digital era that is opening before us.