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Customer retention, differentiation, and growing ARPU are key operational themes that operators that participated in Ovum’s eighth Global Telecoms Industry Survey are focusing on now and in the future. The survey found that operators remain optimistic about their role in the wider ecosystem they share with Internet companies.


  • Differentiation is becoming harder to do with Internet company rivalry, but fixed and mobile operators remain focused on QoS not only as a differentiator among themselves, but in order to differentiate from OTT players.

Features and Benefits

  • Analyzes survey responses on key trends and challenges facing fixed and mobile operators.
  • Provides contrasting data sets on how trends and challenges have evolved, given this is the survey's eighth year.

Key questions answered

  • What are the main operational or business challenges on the minds of operators?
  • Is bundling an opportunity to reduce churn and increase ARPU?

Table of contents


  • In brief
  • Ovum view
  • Recommendations

Market dynamics

  • QoS drops in importance, as price as a differentiator grows
  • Speed and QoS trump as differentiators for fixed broadband
  • Unlimited data for mobile gets a reboot, but we disagree
  • Customer retention and grow ARPU are top priorities for 2016


  • Triple play declines, while other nontraditional bundles grow
  • More than 60% expect content rights to increase in five years
  • Mobile to become "more complementary" to fixed broadband

Enhanced telco communication services

  • Enhanced communications gain market traction
  • But VoLTE/RCS roaming is a more distant reality

Market outlook

  • Mobile finance hits top of the incremental revenue pile
  • Smart home security and automation are new revenue earners
  • 29% say no M&A in the next five years, but 40% vote yes
  • Consumer and SMEs offer best growth potential


  • Methodology
  • Further reading
  • Author

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