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OvumOvumTMT intelligence |
The Next Frontier: From Communications Service Provider to Digital Service Provider
Ovum research in partnership with CGI
The drivers of digital transformation are numerous, and CSPs sometimes face conflicting business goals
34% of European CSPs see reducing operating cost as very important
But CSPs must do both if they are to turn into customer-led organizations
Improving customer engagement is the #1 benefit CSPs need to achieve
Enabling innovation is also a significant expected benefit
The technologies necessary for a successful transformation are closely interlinked, revolving around data as a core foundationThe most important transformational technologies for European CSPs are:
40% Cybersecurity
39% Big data, BI & analytics
100%100%
100%
75%75%
75%
50%50%
50%
25%25%
25%
0%0%
0%
36% Network management incl. service assurance, MANO
35% IoT platforms
35%Data management/consistent view of customer data
33% of European CSPs see increasing returns on new services as very important
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However, CSPs have begun to realise this is an issue, and over the next 12 months big data, BI & analytics is expected to be their biggest transformation priority
Automation is playing an increasingly important role in improving operational efficiencies and improving customer experience
100%
75%
50%
25%
0%
34% of European CSPs view
OSS/BSS as a critical priority for automation
31% view network management
incl. service assurance, MANO as a critical priority
16%view ML/AI as a critical priority
8%view RPA as a critical priority
European CSPs are confident they are making good overall progress with transformation, but there are still gaps in several key technology areas
37%have completed customer management or service management projects
31%have completed
network management or OSS/BSS projects
4-5%And only 4-5% have
completed RPA or ML/AI projects
17%But only 17% have
completed big data, BI & analytics projects
54% European CSPs claim to be well advanced with or to have completed
transformation projects
100%
75%
50%
25%
0%
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The complex situation is hampered by the fact that responsibility for transformation strategy is not allocated consistentlyThere is no clear ownership of the digital transformation journey.
26%Digital Transformation Officer
is leading transformation in 26% of cases
25%CEO in 25% of cases
23%CTO in 23% of cases
16%CIO in 16% of cases
100% 100%
75% 75%
50% 50%
25% 25%
0% 0%
Faced with multiple challenges, CSPs feel they need assistance and advice with the projects required to turn them into digital service providers European CSPs expect to make use of external partners in the following areas over the next 18 months:
24%partner management
systems
25%are very likely to use a
services partner for data management
24%customer management
incl. CEM, CRM
24%for IoT platforms
23%network management incl. service assurance,
MANO
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CONTACT UST +44 (0)20 7017 4994E [email protected] W ovum.informa.com
CONTACT USE [email protected] W cgi-group.co.uk/communications
OvumOvumTMT intelligence |
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Copyright © 2018 Ovum | Source: Ovum
Learn more about how Communications Service Providers are transforming into Digital Service Providers
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