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

Operators have accepted that eSIMs will replace physical SIM cards during the 2020s. This will disrupt the traditional method of provisioning services, but operators can use the technology to their advantage in the short term given consumers' unfamiliarity with using eSIMs.

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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