Published: 08 December 2022
The outlook for the short to medium term indicates that communications service provider CIOs must make a strategic choice — double down on digital acceleration or become risk-averse and revert to cost reduction only. This choice will directly impact the competitiveness of their organization.
Despite multiple change initiatives, introduction of new technologies and digital transformation efforts, communications services providers (CSPs) are yet to develop scale with capabilities such as new business models, products, ecosystems and markets.
Some CSPs have realized the critical importance of platforms for their future business; however, they struggle to make changes in their enterprise culture and governance model that are adequate enough to advance platform initiatives.
The COVID-19 pandemic forced CSPs to focus strongly on digital customer experience, sales and service capabilities. However, the majority of CSPs are at risk of defaulting to the old operating model, losing digital
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