How emerging technologies impact companies´ business models

: the case of AI in the telecom industry

Abstract

The transformational potential of emerging technologies can be very attractive for a company, but the uncertainty associated with them can easily discourage investments. In this dissertation, the business model stress test method is presented and adjusted to be able to analyze the future impact of emerging technologies on companies’ business models, taking the case of Artificial Intelligence (AI) in the telecommunications (telecom) industry.In order to find the most relevant industry AI applications, the telecom industry business model, and apply the method, a literature review and interviews to industry experts were performed. After the method was adjusted and applied, the type of future impact of each AI application on each business model component was identified, and the conclusion was that telecom companies should continue to invest in AI that perform network operation management, customer support operation and customer relationship management functions, while having precautions on customer’s perception of AI used in customer relationship management. It was also found a mostly negative potential impact of business-to-business (B2B) clients deploying AI. This effect on the business model of telecoms is expected to make it unsustainable and requires measures to be taken from the companies.The results from this dissertation are the founding work for further development of the business model stress test, with its replicability with other emerging technologies and industries as a fundamental question to be answered.

Date of Award	3 Feb 2021
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Christina Melanie Bidmon (Supervisor)