Telco leaders said they expect to split their investments between in-house and external resources to fill capability gaps and ensure best-in-class service provision. Partnerships And Outsourcing Are Critical Components Of Improvement Strategies Investment Splits Roughly equal mix of in-house and external capabilities Primarily for external third-party product and services providers Primarily for in-house capabilities and resources Tools and technology (N=119) 19% 48% 32% Security/compliance (N=157) 15% 38% 46% Data and insights (N=96) 45% 30% 25% Employee skills/expertise (N=128) 17% 46% 36% 17 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 16 Base: 278 director-level and above decision-makers involved with setting and/or executing their organization’s B2C digital experience strategy Note: Percentages may not total 100 because of rounding. Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, February 2024
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