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eSIMs allow operators to retain their role in the customer journey, but only in the short term

28 June 2019 | Research

Graeme Neill

Article | PDF (3 pages) | Mobile Services| Mobile Devices

"eSIMs have the potential to transform customers' relationships with operators, but user unfamiliarity with the technology can benefit operators in the short term."

Operators and device manufacturers are increasingly supporting the remote provisioning of services through an eSIM, even though this technology has the potential to transform an operator’s role in the customer experience. This comment explores how eSIM technology works and outlines its implications. Operators can use the technology to their advantage in the short term by helping customers through the new switching process, but eSIMs will create disruption in the longer term as the method of switching operators changes.

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