According to the latest forecast data from IDC, the global Internet of Things (enterprise) spending will reach US $1.1 trillion in 2026, with a five-year (2022-2026) CAGR) of 10.7%.
Digitalisation continues reshaping telecom industries with telecom coming second only to media in the ranking of sectors expecting moderate or massive digital disruption. McKinsey calculated that digitalization could enable telecom companies to improve profits by as much as 35%. To come out on top of the digital revolution, companies need to create great customer journeys which require excellence in every interaction, clear cross-channel pathway and seamless customer experience.
Digital touchpoints influence customers’ preferences throughout the buyer’s journey. Gartner estimated the diverse "post-app" era will emerge over the next few years, and dedicated mobility initiatives must consider an assumed ubiquity of services that are delivered contextually to users across all manner of smart devices. Telecom companies need to transform service delivery model and provide personalised and easy-to-use configurable services across all channels on demand.