Telco executives think customer experience, cloud services and big data analytics will be the top three investment priorities for CEOs in 2020.

The findings come from a global survey conducted by Amdocs and research house Telesperience, which polled a range of senior managers at operators.

The way these investments will be made will vary, however. For customer experience, more than nine in 10 plan to invest in in-house strategies while 23 percent plan to outsource.

For cloud services, most (73 percent) plan to outsource, while 43 percent plan on in-house investment.

In the areas of digital services, omni-channel operation and big data analytics, respondents were equally split on investing in outsourcing and insourcing strategies.

The study also found that many service providers were adding new C-level roles with customer experience, commercial and innovation the top three areas.

Executives predicted that by 2020, new C-level roles would also be added for the areas of big data and digital.

Teresa Cottam, Chief Strategist and Founder at Telesperience, commented: “Senior service provider executives have recognised the need to source a diverse range of skills and place great value on the ability to take a collaborative approach and deliver structures that will facilitate ongoing innovation in what is one of the most demanding and fastest-changing industries in the world.

“This means adding new C-level roles, and adopting a flexible sourcing strategy that combines both in-house and outsourced expert resources and professional services in order to execute innovation rapidly, flexibly and effectively.”

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