Telcel En Linea //free\\ Page

This paper explores the operational and strategic implications of Telcel’s digital migration strategies, specifically focusing on the "Telcel en Línea" initiatives (comprising the Mi Telcel web portal and mobile application). As the largest telecommunications provider in Mexico, Telcel faces the dual challenge of maintaining infrastructure dominance while pivoting to digital-first customer service models. This analysis evaluates the efficiency of self-service portals in reducing churn, the role of digital ecosystems in financial inclusion (airtime banking), and the competitive advantages these platforms offer against emerging Over-the-Top (OTT) service providers.

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