MIDDLE EAST (N=51) LATIN AMERICA (N=50) EUROPE (N=63) ASIA PACIFIC (N=52) Top 3 Delivery Challenges By Region Lack of expertise to execute priorities properly 52% Lack of expertise to execute priorities properly 67% Lack of technical support for key data tasks 74% Lack of expertise to execute priorities properly 65% Security and privacy of customer data 65% Lack of technical support for key data tasks 50% Lack of proper technology to enable the desired results 53% Lack of proper technology to enable the desired results 60% Security and privacy of customer data 51% Lack of technical support for key data tasks 54% Lack of proper technology to enable the desired results 52% Security and privacy of customer data 65% Lack of expertise to execute priorities properly 62% Lack of technical support for key data tasks 62% Lack of expertise to execute priorities properly 63% Shortages In Technical Skills And Data Expertise Fuel Execution Challenges While telcos seem to have abundant technical expertise and resources, the top challenges that leaders selected were the lack of skills, expertise, and support to execute on key priorities and data tasks. Without the right skill sets — those that extend beyond core network operations — efforts to improve the business will fall flat. of telco leaders selected four or more key challenges when given a list of common issues. 94% NORTH AMERICA (N=62) 9 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 8 Base: 278 director-level and above decision-makers involved with setting and/or executing their organization’s B2C digital experience strategy Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, February 2024
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