a new ecosystem centred around the customer

In the past, the customer has been at the end of a connection, and the operator’s “business” was just connecting lines from one point to another in order to put them in touch with their contacts. Today, the customer is at the heart of a global communications network hosting a wide range of services: they are permanently connected with all the other network users worldwide, they are consuming more and more content, they are even producing their own content on Web 2.0 and they are enjoying access to services that are useful for their day-to-day lives, using it for work, playing online, watching TV and more.

This new environment is changing the way in which the networks and information systems are contributing to operational excellence. Now, it is no longer only call time that is being made available to customers but increasingly vast and diversified services. So, while increasing speeds, the Group must offer ever more reliability and simplicity, in particular through convergence in fixed, mobile and Internet services. This further enhances the experience for current network users, whilst attracting new customers who are relatively unfamiliar with new technologies in addition to the one billion existing Internet users. The Group’s growth potential for future years lies in this democratization of uses and in the value delivered by the network.