Fixed-mobile convergence (FMC) has become a reality in Europe, driven by operators in infrastructure-based competition markets and adopted by customers for discounts. However, the challenge for operators is to capture the value creation potential and move beyond discounting to maintain differentiation and secure positive incremental margins. To do this, operators need to deepen their understanding of how convergence affects customer segments and value contribution and translate it into new go-to-market strategies. Enhancing customer experience and broadening the scope of services is the only way to unlock further growth opportunities within the digital home.
