Unlocking new growth for CSPs

CSPs are reinventing by updating tech and operating models, adopting new growth models in B2C & B2B and driving hyper-personalization for customers. 

What's expected from next generation connectivity?

2019 was the year 5G truly caught hold of the public’s attention with device rollouts and city tests. And over the next decade and beyond, we will continue to see consumers, business, the economy and society transformed by 5G’s capabilities.

So, what are global businesses actually looking to see from 5G in the coming years – and how will they go about overcoming the challenges they encounter? That’s what Accenture set out to discover in our latest research, building on our 2019 5G study.

From expectations and concerns, to plans for implementation, here’s what we unearthed.


The possibilities sound endless – but what do businesses actually expect (and worry about) from next generation connectivity?

The rules have changed

The communications industry is being squeezed from all sides. Top-line growth is stalling. Revenues have levelled off. Customers are finding new ways to engage digitally and digital disruptors are undermining the traditional base of services.

Shift and disruption of value

The commoditized core business isn’t profitable and there’s ongoing substitution with low cost, digital alternatives.

Changing rules of the game

Market boundaries are collapsing and traditional approaches to growth are no longer sufficient. Historic positions of strength are eroding.

The liquid customer is here

Ongoing reduction of customer loyalty. Incumbency is no longer an advantage—CSPs are not an essential part of the users’ daily digital routine.

The telco playbook is outdated

Infrastructure-bound, with vertical integration & siloed operating models. CSPs have unscalable operating & technology models and legacy workforces.

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Technology Vision 2020: We, the Post-Digital People

In this post-digital era, where technology is intertwined part of our lives, some businesses are still developing and deploying that technology using the playbooks of decades past.  Can your enterprise survive the “tech-clash”?

This year’s Technology Vision trends are rooted in the impact widespread 5G implementation and DARQ technology innovation. CSPs are positioned to lead the way,  if they are ready to make the new open ecosystem their way of life. Read more.

New models for B2B and B2C growth

Success demands a departure from today’s models and competencies if CSPs are to scale new growth models. In the long term, we see there being two key growth scenarios for CSPs, each scenario needing distinctively different skills and capabilities.

Connected industry orchestrator

Building the B2B business by connecting industry X.0 with secure, reliable & smart connectivity.

  • Driven by open APIs & digital network management & operations capabilities, specialized network clouds/value added services supported by real-time AI.
  • Consolidated, network as a service.
  • Outcome-based connectivity monetization.

Multi-sided platform model

Maximum reach in B2C via an ecosystem of partners, customers and developers.

  • Monetization of CSP control points & AI-powered creation of offerings to drive customer value.
  • Focus on data & ecosystem services around Home, Mobility & Enterprise to command a digital service market revenue share.
  • Turn customer access & insight into tradeable assets.

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The Future Home in the 5G Era

The Future Home in the 5G Era combines original research from Accenture with practical insights and examples, showing how the intelligently orchestrated Future Home – enabled by 5G, AI, edge computing, eSIM and other technologies – can yield economic success for businesses.

The Future Home’s powerful services ecosystem will be a quantum leap from today's fragmented smart home technology, effectively extending the boundaries of the home even beyond the traditional bounds of the physical, to ultimately make consumers feel 'at home' anywhere.


The Future Home in the 5G Era

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B2B growth: From network to net worth

Explore how CSPs can make the wise pivot to growth.


What we think

Case studies

Accenture’s T-Mobile Czech Republic and Slovak Telekom case study highlights how automation helps stakeholders and improves workers’ lives.

Helping customers self-serve and personalize their in-home connectivity has given TELUS a new path to growth for future services.

Learn how O2 and Accenture worked together to deliver Smart metering across 20 million UK homes.

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Awards & recognition

Discover how we're breaking ground through our awards and recognitions.

Recognized by Gartner

Leader in the Gartner Magic Quadrant for IT Services for Communications Service Providers, Worldwide

2019 Recognition

Recognized by global telecoms awards

Accenture and Verizon win GLOTEL award

2019 Recognition

Recognized by Global Telecoms Awards

Accenture and Swisscom shortlisted for GLOTEL award

2019 Recognition

Recognized by Global Telecoms Awards

Accenture and O2 shortlisted for GLOTEL award

2019 Recognition

Recognized by Hfs Research

Overall innovation leader in HFS research

2018 Recipient

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Learn more about Accenture Communications in the news.

Eight in 10 Businesses Believe 5G’s Impact Will Be Significant – But Concerns About Security Persist, Accenture Study Finds

Businesses believe that 5G will be the most revolutionary network evolution yet but have security concerns, according to Accenture’s global study.

Accenture Enables Network Operators to Implement 5G & Fiber Strategies with Launch of Cloud-Based Network Decision Platform

Platform helps mobile, cable and wireline operators with deployment and investment strategies for next-generation communications technologies.

Accenture positioned as leader in Gartner's Magic Quadrant for IT Services for Communications Service Providers, Worldwide for eighth consecutive year

Accenture is positioned highest for ability to execute and furthest to the right for completeness of vision.