Resolving the operator identity crisis: a decision framework

05 May 2020 | Research

Caroline Chappell | Hugues-Antoine Lacour | Hansang (Andy) He

Strategy report | PPTX and PDF (16 slides) | Telecoms Strategy and Forecast

"Operators need a structured way of thinking about their identity in the emerging digital economy."

This report sets out a framework for describing the three main roles that an operator can choose to play in the future. We map five critical success factors (CSFs) to each role in order to help operators to evaluate their own position. Operators can benchmark themselves against the framework to determine how near they are to their target roles and can learn from peers that are already applying the CSFs to create new identities for themselves.

This report answers the following questions.

  • Which identity should operators adopt in the emerging digital economy?
  • What are the critical factors that will help operators to succeed in adopting a specific identity?
  • How can operators change identities over time?
  • What are other operators doing?

Three possible future operator identities and the associated critical success factors


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