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Scenario 2: Telecommunications Sector

Scenario Description

"ConnectNow Telecom" is a large telecommunications provider with a significant market share in emerging markets. Known for its affordable internet and mobile services, the company has a large customer base across urban and rural areas. However, as competition intensifies and customer expectations evolve, "ConnectNow" faces new challenges in maintaining its market position.

Data and Context

  • Customer Feedback: Surveys show that customers in rural areas are frustrated with inconsistent service quality and frequent network downtimes.

  • Technological Advancements: Competitors are rapidly investing in 5G technology, while "ConnectNow" has lagged in its upgrades due to budget constraints.

  • Regulatory Scrutiny: National regulators are examining telecom companies for pricing transparency and anti-competitive practices, following complaints about hidden charges and complex billing.

  • Environmental Concerns: Environmental activists criticise the industry’s reliance on non-renewable energy sources for data centres and network infrastructure.

  • Social Impact: "ConnectNow" has a mandate from the government to improve digital access in underserved communities, but this has strained the company’s resources and profitability.

Questions for Analysis

  1. Identify Material Issues: From the scenario, identify what you believe are the top material issues for "ConnectNow Telecom." Consider customer satisfaction, regulatory compliance, technological investment, and environmental impact.

  2. Rate the Issues: Rank the identified issues by their level of importance to the company's sustainability, customer retention, and competitive edge.

  3. Justify the Ratings: Provide reasoning for your rankings. Why do some issues have a more immediate or severe impact on the company’s success than others?

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