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Papers and Reports

rwh-consulting.comPapers and Reports

Alongside his consulting work, Robert authors a series of papers and reports covering topical subjects in the mobile industry.  They couple specific research with many years’ experience and knowledge of the sector to provide an analysis of the key issues, useful insights and specific recommendations for operators.

The reports cover four main areas, Customer experience and behaviours, Market analysis and development, Technology, and Service development.

The reports listed below were published between 2016 and 2020. They can be purchased individually or as part of a subscription programme.

Markets and Services

  • Best Practice Strategies to Minimise Losses to Digital Competitors:  Main focus on proactive approaches such as development of innovative services that simplify customers’ lives. 
  • Full Multi-play Service Provision (Quin-play+): A review of the range of services offered by MNOs, and their business models. Includes banking, health, transport and smart homes.
  • Extending Legacy Service Revenues: 
  • Identifying, Promoting and Monetising New Applications
    • A proven process for identifying new services that relies on a structured and analytical approach.
  • Beyond Quad-play, What Next for MNOs
  • SMS VAS Opportunities for Longer Term Revenues
  • Legacy Services and Revenue Retention
  • RCS vs. OTT Messaging – Best Practice for MNOs
    • How can MNOs revive RCS to be a successful service, and does Google’s intervention help them?
  • Personalising vs Customising – Risks and Rewards;
    • Looking at the application and potential application of personalisation in the mobile telecoms sector.


  • Telco Innovation: Why its Broken and How to Fix it: Successful innovation for telcos is important but has proved elusive. A look at some successes and more failures to draw out the common factors required for innovation to succeed.
  • Specifying & Building a Commercially Sustainable Network for the Future: Specifying & Building a Commercially Sustainable Network for the Future

  • Network Sharing in a 5G World : Looking at the likely need for sharing network elements with the introduction of 5G and higher frequency bands, including the role for neutral hosts.

  • Impact of New Technologies on Core Telco Business

Customer Experience and Behaviour

  • Maximising Customer Lifetime Values through Improved Customer Care
  • Churn and Loyalty- Operators, Strategies and Lessons
  • Great Customer Experience: What’s the Secret?
  • Numbers vs Value: Commercial Implications of Marginal Customers; Essential reading for any MNO facing falling market prices and a growing marginal customer base.
  • Churn Retention Strategies Update: What lessons can be drawn for other MNOs seeking to reduce churn on a long term basis.
  •  New Retention Strategies and Impact Assessment: A look at the characteristics of the churning market, reasons for churn and means of addressing them
  • Developing Own-Branded MNO OTT Apps; An assessment of the merits of own-brand solutions compared to partnerships with leading brands




Strategy and Regulation

  • Understanding the Unconnected: Why more than half the world’s people still lack a dedicated Internet connection and what can be done about it
  • GDPR and E-privacy – Mitigating the Risks for MNOs

Earlier Reports

Earlier reports include:

  • Vodafone Partner Markets
  • Impact of Cost Containment Strategies
  • Distribution Channel Management Challenges in Emerging & Developed Markets
  • Achieving Direct Penetration of the SOHO-SME Market