To develop such a growth engine, CSPs should increase the breadth of their digital offerings to become an Integrated Digital Services Provider (IDSP)—the supplier of choice for all things digital for both consumers in the home and small and medium-size businesses in the office.
A successful IDSP must excel in integration of the services themselves as well as the customer service that supports them. Preliminary research has shown that companies that broaden and integrate their services (and service) in this way can realize substantial improvements in business performance.
Six Enabling Capabilities Are Key to Becoming an IDSP
The benefits of becoming an Integrated Digital Service Provider (IDSP) are compelling. However, getting there, demands a CSP to embrace new ways of doing business—which, in turn, requires new capabilities.
Based on our work with CSPs around the world, Accenture has found six capabilities that are especially critical to making a successful transition to an IDSP. Each can have a major, positive impact on a CSP’s earnings before interest, taxes, depreciation and amortization (EBITDA):
Superior Customer Engagements
Executive-driven Innovation Engine
Alliance Partners and Ecosystem Collaboration
Integrated Agile Operations
Digital Services Transformation
Customer-Centric Collaborative Governance
The point of view provides an assessment of the EBITDA impact for each capability, as well as a detailed description of the capability’s attributes.