Market insights: a guide for CSPs on maximizing the value of GenAI

Generative AI (GenAI) is a technology that cannot be ignored. As the technology becomes mainstream, companies need to act quickly to control it in order to gain a competitive edge. Communications service providers (CSPs) agree on this point: according to a recent Analysys Mason survey of CSPs worlwide, 90% of respondents said that GenAI is becoming critically or highly important for achieving near- and medium-term business goals. Respondents also expect GenAI to have an impact across all business domains and are struggling to prioritise use-case adoption when GenAI is applicable everywhere.

CSPs know that they cannot afford to lag behind their competitors in the global race to adopt GenAI but our research shows that they need to accelerate their GenAI efforts or they risk losing business to competitors that have a superior command of the technology. 

The insights in this paper are derived from a survey of 114 CSPs in North America, Europe and Asia–Pacific and qualitative interviews with 8 CSPs. The survey was conducted in 4Q 2023.