15% 23% 19% 19% 23% 17% 16% 23% 19% 22% 22% 15% 14% 35% 20% 11% 11% 5% 40% 28% However, Execution Challenges Hinder Their Strong Strategic Visions Less Than Half Of Telco Leaders Feel Well Prepared To Execute On Their Top Priorities STRONG VISION EXECUTION CHALLENGES My company analyzes the relationship among customer loyalty and employee engagement indicators and business outcomes My company needs better business data/insights to guide new investments and improvement My company’s leaders align with the vision for my organization My company needs to improve the way it serves and engages with customers My company has a clear roadmap for delivering on its key business priorities My company provides best-in-class customer experiences 73% 77% 51% 38% 67% 67% Neutral Miminally prepared Moderately prepared Most prepared Least prepared New customer acquisition (N=131) Improving customer experience (N=189) Investing in cutting-edge technologies (N=158) Growing revenue (N=144) Improving management and mitigation of cyber risk/fraud (N=171) LEAST PREPARED TO EXECUTE MOST PREPARED TO EXECUTE 7 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 6 Base: Director-level and above decision-makers involved with setting and/or executing their organization’s B2C digital experience strategy; base sizes vary by priority Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, February 2024 Base: 278 director-level and above decision-makers involved with setting and/or executing their organization’s B2C digital experience strategy Note: Showing “Agree” and “Strongly agree” responses Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, February 2024
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