The future communications service provider

The future communications service provider
Document type
Banerjee, Sumit; Hong, Montgomery; Fanno, Matt
Date of publication
1 August 2013
Trends: economic, social and technology trends affecting business
Business and management
Material type

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This report focuses on future communications service provider (CSP). The first key area of the report is that it highlights seven major trends redefining the communications industry:

  • The perfect storm: colliding pressure systems of revenue and cost - CSPs are facing colliding economic headwinds that are accelerating a divergence between revenue and cost.
  • The ‘100 percent data’ environment: a major threat to differentiation - Customers want faster access and richer services, but justifying ROI remains a challenge.
  • The new face of competition: the rise of the superplatforms - The next wave of CSP competition will look very different from the last one.
  • The digital customer: always in the channel - Tomorrow’s opportunity for CSPs will be in making sense of the new digital customer.
  • Required to capture value: move beyond the core - Winning in new services will require CSPs to up their innovation game and find their ecosystem roles.
  • Government: roiling the waters with new opportunities and requirements - Government policies will focus on both increasing and restricting competition, depending on country priorities.
  • Out of footprint: consolidation and globalization - Size will matter, and the future of the communications industry may well be out of footprint.

The report then examines five key dimensions of a CSP’s business and offers a transformation blueprint for CSPs to remain relevant in the converged digital world:

  • The network of the future: collaborative, evolved, converged:
    • Lay the foundation through collaborative optimization.
    • Increase network intelligence to enable converged experiences.
    • Evolve networks from dumb pipes to smart pipes.
  • The new CSP business model: integrated digital services provider:
    • Transform legacy services from siloed products to integrated experiences.
    • Reprice future services from ARPU to ARPA.
    • Build a new era of partnerships with OTTs and developers.
  • Approach to digital customer engagement: social, segmented, seamless:
    • Have a clear digital strategy.
    • Engage the #Customer.
    • Deliver the seamless omni-channel experience.
  • New service focus: invade adjacent markets:
    • Create a services supermarket.
    • Establish Big Data as the new currency of growth.
    • Prepare for three phases of CSPs’ cloud journey.
  • Key to human capital: attracting the right mix of leaders and innovators:
    • To innovate in digital services, acquire digital talent.
    • Rally legacy service leaders to pursue a new core.
    • Cultivate a new cadre of innovators.

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