Through their ubiquitous networks, communications service providers (CSPs) have fueled the expansion and evolution of the digital economy. However, in many respects, CSPs are victims of their own success. By enabling environments in which digital innovation can thrive, CSPs today risk being marginalized or even displaced by organizations and business models from the disruption they helped create. To remain at the vanguard of digital advancements, CSPs will need to fundamentally rethink their role and the ways in which they engage with customers and partners. They will need to be essential to customer experience and operating model innovations as they occur. We call this process Digital ReinventionTM.

Featured findings

56% of global telecomunications executives say that traditional value chains are being replaced with new values models
52% of global telecomunications executives tell us that the boundaries between industries are blurring
52% of global telecomunications executives report that competition is coming from new and unexpected places

About the authors

Steve Canepa

Steve Canepa
Global Managing Director, Telecommunications and Media & Entertainment Industry
IBM Global Business Services

Bob Fox

Bob Fox
Global Industry Leader, Telecommunications
IBM Global Business Services

Rahul Kumar

Rahul Kumar
Digital Customer Engagement Leader, TME Center of Competence
IBM Global Business Services

Anthony Marshall

Anthony Marshall
Research Director, IBM Institute for Business Value
IBM Global Business Services

Rob van den Dam

Rob van den Dam
Communications Industry Lead, IBM Institute for Business Value

Anthony Marshall

Anthony Marshall
Research Director, IBM Institute for Business Value
IBM Global Business Services

Rob van den Dam

Rob van den Dam
Communications Industry Lead, IBM Institute for Business Value

Read related IBM reports

Digital reinvention in action

Digital reinvention in action

What to do and how to make it happen

Digital reinvention

Digital reinvention

Preparing for a very different tomorrow

Outthinking disruption in communications

Outthinking disruption in communications

The 2020 CSP in the cognitive era

Restoring connections

Restoring connections

How telecommunications providers can reboot the customer experience

Contact IBV

Want more information?