CSG International has announced the results of its recent global market survey, designed to understand how communications service providers (CSPs) are transforming their businesses to better support digital services.
CSG conducted its survey, Transforming for Digital, in partnership with Pipeline Market Research, polling approximately 100 CSPs worldwide to determine the current state, opportunities and challenges on the path to becoming digital service providers (DSPs).
Projecting over the next three years, the majority of CSPs said that offering digital services and transforming their business to become a DSP had the most potential to increase top-line revenue, with 28% of respondents ranking it as the number one revenue growth area. The majority of CSPs surveyed (52%) indicated that most of their service offerings are digital today.
CSPs worldwide said they are taking action on several initiatives to move business transformation forward over the next three years, including updating business processes (69%); improving the customer experience across devices (62%); improving technical resources pool (54%); and updating IT and BSS technologies (52%). In addition, the majority of respondents indicated they will be investing in creating a differentiated multi-device experience (69%).
“While CSPs cited offering services across devices as a key investment area, they also acknowledged that there is much work to be done to align systems and processes to create a truly differentiated digital service experience,” said Ken Kennedy, the chief technology officer at CSG International. “We believe that the combination of cloud-based systems that provide a faster route to monetising digital services along with specialized expertise in aligning processes, systems and resources are the keys to transforming the entire organisation to fully capture the revenue opportunities of the digital era.”
The survey also revealed that CSPs are not alone in their transformation initiatives. Almost all respondents said that a specialised managed service provider could help their organisation improve technology and business process, optimise existing systems to make the most of the technology investments, and align business processes to better support digital service initiatives. In addition, CSPs cited a third parties’ ability to free internal resources to focus on innovation, with a significant portion (13%) saying they would recover more than 50 percent of their team’s time to focus on innovation.
