Key challenges
Business model shift
Traditional telco revenues are threatened by OTT and private operators; telecoms must now monetize across services and ecosystems.
User experience expectations
Customers demand seamless service across fixed, mobile and enterprise services—digital, self-serve, yet trusted.
Digital Transformation Gaps
While customers expect modern digital experiences, many telecom companies still rely on legacy systems. This creates inconsistencies between online and offline experiences, making self-service options limited or ineffective.
Competition and Churn
With numerous providers offering similar services, customers can easily switch. This puts pressure on companies to not only acquire new customers but retain existing ones through superior experience rather than just competitive pricing.
Complex Pricing and Billing
Telecom pricing structures are often confusing, with hidden fees, complicated bundling options, and billing errors. Customers struggle to understand what they're paying for and frequently receive unexpected charge
Poor Customer Service Experience
Long wait times, multiple transfers between departments, and representatives who lack authority to resolve issues frustrate customers. The technical nature of many problems often requires specialized knowledge that frontline staff may not possess.
Telecommunications is no longer about connecting calls - it's about connecting lives.
Jan Schemuth, Head of Telecommunication
Approach
At rpc, we build bridges between infrastructure and customer experience. Our strength: translating transformation into impact. From service design to enablement and performance steering, we equip teams to deliver value: on the ground, in-store, and online.
Customer-centric retail transformation
Redesigning the customer journey and enabling networks to meet rising expectations with agility and consistency.
Performance management and data-driven steering
Creating transparent, actionable frameworks to measure and optimize performance in real time.
Capability
building and upskilling
Delivering global learning programs that prepare teams for digital tools and new business models.
End-to-end implementation
and rollout
Ensuring initiatives take root through hands-on implementation across regions and markets.
In a nutshell: What we bring to the table
We help organizations transform by focusing on what really matters:
- Co-creation from day one – We work side by side with your teams to design solutions that truly fit.
- People, processes, data – Our transformation triangle ensures a balanced, holistic approach.
- From strategy to execution – We connect every step of the journey to drive real results.
- Cross-industry perspective – Fresh thinking from retail and automotive sparks innovation.
- Empowered teams – We build capabilities that make change stick and deliver measurable impact.
Work
Behind every shift lies a decision: to challenge the status quo and shape something better. That’s where our work begins – alongside the people who dare to move first.
TELECOMMUNICATION
Boosting CX
with in-store voice AI
Implementation of AI-based analysis of in-store customer consultations to enhance sales performance and efficiency, proven through pilot shops, including development of GDPR- and EU AI Act–compliant consent framework and integration of insights on customer behavior, sales focus, and cross-selling potential.
TELECOMMUNICATION
Scaling Retail Through Strategic Design and Process Innovation
From emotional store design to Tableau-powered rollout control, integrated approach launched 121 locations across 5 concepts with 30% quality improvement and strong multi-brand differentiation.
Driving change
Innovative ideas for leaders in telecommunication
Experts
Our team brings decades of combined experience from leadership roles and consulting. They know the sector’s nuances and are passionate about enabling your teams to succeed – whether it’s through strategy workshops, on-the-ground coaching, or full-scale program management.
