Execution Challenges Have Immediate And Potentially Long-Term Business Impacts The Business Impact Of Execution Challenges By Region Current challenges with skill sets, data, and technologies have a negative impact on telco organizations. Stifled innovation can also result in lasting damage to customer experience, revenue growth, and customer confidence. Europe (N=63) Latin America (N=50) Asia Pacific (N=52) Middle East (N=51) North America (N=62) LACK OF INNOVATION AND AGILITY 47% 34% 44% 65% 45% DECREASED CUSTOMER EXPERIENCE/ SATISFACTION 40% 34% 25% 21% 27% FALLING BEHIND COMPETITORS 31% 50% 38% 40% 57% COMPLIANCE FAILURES 35% 30% 43% 37% 41% DECREASED EMPLOYEE EXPERIENCE/ SATISFACTION 27% 40% 48% 23% 35% 11 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 10 Base: 278 director-level and above decision-makers involved with setting and/or executing their organization’s B2C digital experience strategy Note: Showing “Current negative impact” responses. Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, February 2024
RkJQdWJsaXNoZXIy MjE3NDkyOQ==