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.”
European Communications is hosting its fourth annual big data seminar on 25 June. Click here to learn more