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Based on interviews with more than 6,300 senior IT executives, Ovum’s ICT Enterprise Insights program answers key questions concerning enterprises' needs at a country and industry level. This brief focuses on the top findings for the telecoms industry.


  • Personalizing the customer experience remains CSPs’ top business challenge for the next 18 months.
  • Digital capabilities such as big data and analytics, AI, automation, and DevOps are critical to support CSPs' personalization objectives. However, CSPs are still in the early stages of their digital transformation journeys, with much still to be done.

Features and Benefits

  • Provides insights into CSPs' top IT trends.
  • Highlights CSPs' IT investment plans for the next 18 months.

Key questions answered

  • What business challenge is the most important to CSPs?
  • What IT capabilities are CSPs planning to invest in to solve their top business challenges?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

CSPs will prioritize service personalization over the next 18 months

  • Personalizing the customer experience remains CSPs' top business challenge
  • Digital capabilities are critical to CSPs' personalization objectives
  • CSPs will increase IT spend to support their digital ambitions

Ovum's ICT Enterprise Insights Program

  • IT and communications insight by line of business


  • Methodology
  • Author

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