Communications
& Media

Since the outbreak of the COVID-19 pandemic, communications businesses have played a crucial role in keeping the world working, connected and informed. As a result, the research we have conducted shows that communication service providers (CSPs) have increased the trust consumers and businesses place in them. CSPs have asserted their relevance and regained eminence as customers recognize that the services they provide enable their economic and social well-being.

In this paper, we address the global impact of the COVID-19 pandemic on consumers and businesses, key considerations for communications industry leaders and, crucially, how CSPs should use the crisis as an opportunity for re-invention by building on their platform of trust and regained eminence to offer consumers and business the services they need while strengthening culture and digital workforce.