To become future-ready, incremental change and a transactional focus are not enough. To move to this stage, CSPs must truly transform operations, rethinking the human+machine balance. This means that they are insight-driven and proactively improving performance across teams, processes and functions using technologies like artificial intelligence (AI) and machine learning (ML) to be more predictive. However, of all the potential gains from moving from one maturity level to the other, the greatest come from the shift up from the predictive level to future-ready.
While a small percentage of CSPs are future-ready today, they have high aspirations for their ability to become future-ready in three years.
Percentage of Communications Respondents achieving each level of operational maturity three years ago, today, and three years in the future (expected).