Abstract

This IDC Survey examines the transformation plans and strategies of telecommunication service providers. In February and March 2022, IDC conducted an online survey of 50 telecommunication service providers (13 North America; 37 Western Europe) to better understand how they are transforming their businesses. The survey covered such topics as drivers for transformation, the objectives they want to achieve, investment plans, and vendor selection strategies.

The most significant external forces driving telco transformation are changes in technology, customer behavior, and the competitive landscape. Top transformation goals are centered around improving customer experience, retaining customers, and being seen as a digital leader. Telecom service providers consider cloud service providers as important partners in this transformation process.

Coverage