The telecom industry is entering a pivotal transformation era. Telcos have been facing mounting pressure from digital-native competitors, rising customer expectations, and slowing growth. Despite past investments in network infrastructure and software, telcos have lost ground in the tech value chain to over-the-top (OTT) players and hyperscalers. Emerging technologies and platform-based ecosystems present a chance for telcos to reposition as TechCos—trusted providers of digital solutions, not just connectivity. However, understanding and accepting their weaknesses and challenges is the first step for telcos towards overcoming these roadblocks. Externally, competition from digital players, slow revenue growth, and poor return on capital hinder long-term competitiveness. Internally, a risk-averse culture, weak customer obsession, and digital skill gaps threaten innovation and relevance. This report analyzes the challenges that prevent customer experience (CX) from becoming a top differentiator. PAC’s telco research series explores how telcos can narrow the valuation and customer dissatisfaction gaps, unlock new growth through CX transformation, embrace an agile mindset, and design platform-driven value propositions.
See also: The Future Of Telecoms
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