The global telecommunications industry landscape is changing faster than ever. Legacy revenue streams continue to face pressure from over-the-top (OTT) competitors, which is forcing Communications Service Providers (CSPs) to find new ways to better serve consumer and enterprise customers. While many have embraced digital transformation, the industry remains vulnerable to shifts including emerging technologies, nimble competitors and rising consumer expectations.
In 2020, the influence of OTT companies will only strengthen, and CSP’s need to change their thinking – from utilities to retailers who succeed by providing exceptional customer services – to earn brand loyalty and gain a competitive advantage.
