In brief

In brief

  • Communications Service Providers (CSPs) are expected to keep in-step with the latest technological advances to stay relevant.
  • As whole industries accelerate their digital transformations, the role played by Communications Service Providers (CSPs) has never been more vital.
  • CSPs must first solve their own technology challenges, and then take the learnings and solutions to the market as new growth opportunities.

Amid the challenges of 2020, two truths became evident: more CSPs than ever have embraced the idea that every telco business is destined to be a technology business, and they’ve ignited a new era of exponential transformation as technology continuously reshapes industries and the human experience. Now, as we begin creating our post-pandemic reality, CSPs must learn to lead change.

CSPs are key enablers of connected technologies and are relied on by many industries for technology implementation and instruction.

The communications leaders of the future will be the ones who understand that industry leadership is impossible without technology leadership. They’re the ones who aren’t waiting for the new or next normal to appear—they’re building it. By specializing in the five Technology Vision trends described below, they can leverage emerging technologies to power new services, implement these technologies for clients, and use their experience to guide clients on how to maximize potential.

About the Authors

Adriano Poloni

Managing Director – Communications and Media

Francesco Venturini

Senior Managing Director – Strategy & Consulting, Communications & Media, Global

Mark Flynn

Senior Manager – Accenture Research

Paul Daugherty

Group Chief Executive – Technology & Chief Technology Officer

Mathangi Sandilya

Managing Director – Communications and Media


The tech-driven telco
Reset. Reinvent. Rebound.
Transforming CSP’s Business Support System

Stack strategically

From the distribution of cloud deployments to types of AI models, to the design of core global connectivity infrastructure, there are more technology choices CSPs can make at every layer of the stack. Some CSPs are using their technology stacks to drive increased customer engagement. Others are enabling better business agility and more innovation. Redefining the stack with new technologies both enables new business opportunities and improves internal operations for CSPs.

83% of Communications executives agree that their organization’s business and technology strategies are becoming inseparable—even indistinguishable.

A new era of industry competition is dawning—one where companies compete on their architecture. CSPs must embrace the competitive technology stack to thrive in this new era.

Mirrored world

Digital twins are proliferating across many enterprises and industries and driving an irreversible inflection point—the birth of the Mirrored World. When built on comprehensive, compatible and trusted data, intelligent twins and mirrored environments will help CSPs optimize operations, detect and predict anomalies, pivot to prevent unplanned downtime, enable greater autonomy, and dynamically adjust their designs and strategies with every new piece of data they collect.

87% of Communications industry executives agree digital twins are becoming essential to their organization’s ability to collaborate in strategic ecosystem partnerships.

Organizations, CSPs included, that start building digital twins of their assets and piece together their first mirrored environments will be the ones that push industries, and the world, toward a more agile and intelligent future.

I, technologist

Powerful technology capabilities are being put into people’s hands, usable without highly specialized skills. Democratized technology enables all CSP employees to learn new skills to simplify tasks, enrich their own work experience and get involved with the development of technological solutions. It provides a reliable innovation advantage for CSPs to leverage now and in the future.

88% of Communications executives believe technology democratization is becoming critical to their ability to ignite innovation across the organization.

Now every CSP employee can be an innovator, optimizing their work, fixing pain points, and keeping the business in lockstep with new and changing needs. Digital transformation isn’t just about macro technology solutions. It’s also about empowering employees by giving them new tools and the license to proactively change how technology solutions work.

Anywhere, everywhere

CSPs and their employees are moving into a new future, one where work can be done anywhere. Bring your own environment (BYOE) technologies will give employees greater flexibility about when and where they work, which will in turn boost productivity. Furthermore, CSPs play an active role to this change as the enablers of BYOE for clients and other industries—connectivity products and services are key to the establishment of the Future Home and the Future Office.

87% of Communications executives believe the remote workforce opens up the market for difficult-to-find talent and expands the competition for talent among organizations.

The next generation workforce will be physically distributed, creatively connected, empowered by technology and more innovative than ever, and CSPs will have a chief role in creating that future.

From me to we

Multiparty systems (MPS), like distributed ledgers technology (DLT), distributed databases and tokenization, provide a more resilient, adaptable, and trusted foundation for partnerships. As the CSP ecosystem grows ever-larger, with more articulated capabilities and connections, these partnerships not only need to be managed, but also fostered and nurtured for success.

90% of Communications executives state that multiparty systems will enable their ecosystems to forge a more resilient and adaptable foundation to create new value with their organization’s partners.

MPS help CSPs gain greater resilience and adaptability, unlock new ways to approach the market, and set new, ecosystem-forward standards for their clients.

Preparing for what’s next

Technology is transforming whole industries and the world at large for the better. Communications Service Provider (CSPs) are enablers of emerging technologies for other industries, but they must first become skilled in these technologies themselves. Technology leadership in these trend areas will open new opportunities for both CSPs and the businesses and customers they serve.

Get the essentials

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