Telecom digital transformation is examined in new market research conducted for business support and services provider CSG International, revealing the ways in which communications service providers (CSPs) worldwide are retooling to better support digital services.
The majority of CSPs surveyed by CSG and Pipeline Market Research said providing digital services and evolving to become DSPs (Digital Service Providers) offered the best opportunity to grow top-line revenues looking out over a three-year horizon, according to ¨Transforming for Digital Survey 2016.¨
Telecom Digital Transformation
Furthermore, these CSPs are making strong progress: 52% said that most of the services they offer today are digital. Seven in ten (69%) cited updating business processes among the initiatives their organizations are taking to further their digital transformations, making it one of the two most popular initiatives. It tied with ¨creating a differentiated multi-device experience.¨
Improving the customer experience across devices (62%), improving technical resource pools (54%), and updating IT and BSS technologies (52%) followed.
Respondents added that much work remains when it comes to aligning systems and processes so as to realize this goal. As CSG CTO Ken Kennedy pointed out, “We believe that the combination of cloud-based systems that provide a faster route to monetizing digital services along with specialized expertise in aligning processes, systems and resources are the keys to transforming the entire organization to fully capture the revenue opportunities of the digital era.”
Nearly all respondents expressed a belief that a specialized managed services providers could help CSPs evolve into DSPs. Engaging third-party MSPs would free up internal resources so the CSPs could focus on innovation, the CSPs noted as a for instance. Thirteen percent said doing so would enable them to recover more than 50% of their teams’ time, enabling the teams to focus on innovation.