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Summary 

Digital transformation has become a necessity for service providers, driven in no small measure by the market impact of internet content providers (ICPs) and web-scale players. Service providers are under intense pressure to transform their IT platforms and operations. As a result, service providers are ramping up their ICT spend and increasing activity levels in several key domain areas, revolving around supporting improved customer experience, diversifying revenue streams through vertical innovation, delivering operational excellence, and creating a unified technology framework.

However, a lot of that activity is not as well coordinated as it could be. To explore this in more detail, Omdia conducted a global survey of senior decision-makers in network, IT, and other key functions within service providers with a view to highlighting what is driving this digital transformation and which technology areas are being targeted by service providers. The research suggests that although strong progress is being made in several technology areas, there are clear weaknesses in others, including inadequate investment in intelligence as a digital transformation accelerator. This report explores these issues in more detail and makes the case for a more coordinated approach to digital transformation.

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Digital transformation has become a necessity for service providers. Activity levels are ramping up in several key areas, including improving customer experience, diversifying revenue streams, delivering operational excellence and creating a unified technology framework. However, a global survey of service providers reveals that a lot of that activity is not as well coordinated as it could be and there are clear technology gaps.  This report explores these issues in more detail and makes the case for a more coordinated approach to digital transformation.

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