IHS Markit: Customer experience is top driver of DX among telcos

08 Jun 2018
Daily News

A new IHS Markit study revealed that 75% of communication service provider (CSP) respondents say that enhancing customer experience is their top digital transformation project, followed by automation (44%) and cloudification (38%).

“In this saturated world, subscriber growth is nonexistent—and without customers, service providers have no business,” said Stéphane Téral, executive director for mobile infrastructure and carrier economics research at IHS Markit.

“With nowhere to go to find new ‘human customers,’ providers need to pay serious attention to their existing customer base.”

The report, Digital Transformation Strategies Service Provider Survey – 2018, assesses market trends, top telecoms service providers' plans, drivers and challenges, and selection criteria for vendor partners. Service providers participating in the study account for one-third of the world’s telecoms revenue and capex.

Other findings:

Enhancing customer experience leads to major investment in network operations digital transformation with operations support systems (OSS), business support systems (BSS) and network management systems (NMS)

The Internet of Things (IoT), video and enterprise IP virtual private networks (IP VPNs) top the list of new digital services that service providers plan to launch over their transformed networks

Big data analytics, cloud, software-defined networking (SDN) and network functions virtualization (NFV) are key digital transformation enablers that are already widely deployed across networks

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