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. 

Technology Vision 2020: We, the post-digital people

Can your enterprise survive the “tech-clash”?

What’s on the mind of CSP leaders?

George Nazi, Global Communications and Media Industry Lead, explores what CEOs and C-suite executives are thinking about top-line revenue, bottom-line costs and customer experience amidst massive industry disruption.

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The telco playbook is outdated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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Communications Technology Vision 2019

As a society we are nearing a turning point in digital enterprise, where more businesses will have completed their digital transformations than not. The emergence of a post-digital world has given communications companies the potential for exceptional capabilities.

This year’s Communications Technology Vision highlights five emerging trends, revealing how digital saturation is raising expectations and risks, and how CSPs are differentiating themselves in new ways as we move toward the post-digital era.


The 2019 Communications Technology Vision highlights five emerging trends that will shape businesses over the next three to five years.

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 north star to B2B value for CSPs

CSPs have an opportunity to expand the value chain for their B2B enterprise segments in three specific areas.

Shivani Vora

Managing Director

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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Our leaders


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