Executive Summary The telecommunications industry is more critical than ever to global consumers; it brings billions online and enables a plethora of use cases, from streaming to online education to telehealth. Competition is fierce, which has prompted telcos to diversify beyond their core business and find new monetization streams. The telcos that react quickly to consumer needs and innovate will succeed. Telecom leaders are working hard to differentiate their companies through forward-thinking investments and strategies, but many struggle with having the right tools, skill sets, or data to execute effectively. Understanding where common shortcomings exist can help telecom leaders set the right priorities and tactics for their organizations to achieve their business goals. ABOUT FORRESTER CONSULTING Forrester provides independent and objective research-based consulting to help leaders deliver key outcomes. Fueled by our customer-obsessed research, Forrester’s seasoned consultants partner with leaders to execute their specific priorities using a unique engagement model that ensures lasting impact. For more information, visit forrester.com/consulting. © Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. [E-59739] Project Team: Chris Taylor, Market Impact Principal Consultant Contributing Research: Forrester’s Technology Architecture & Delivery research group © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 2 3
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