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
SHARE :
PAC has evaluated 20 service providers delivering ServiceNow-related IT services in Europe
Event Date : February 12, 2025
This Excel document is part of the company profiles PAC publishes every year at local, regional and worldwide level.
Event Date : January 28, 2025
This document provides market volumes, growth rates and forecasts for Cloud Ecosystem Services in Italy for the 2023-2029 period.
Event Date : March 31, 2025
This short vendor profile provides a quick overview of the local portfolio and performance of UNIT4 in the Netherlands.
Event Date : February 21, 2025
This Excel document delivers market figures broken down by products and services. Figures cover a seven-year time frame (results from the past two ...
Event Date : January 21, 2026
How to Attract Developers to the Network API Opportunity – InBrief Analysis
Market Reports January 29, 2026
Wipro - Figures - Switzerland - FY 31-Mar-2025
Datamart January 29, 2026 NEW 
Retail & Wholesale - InBrief Analysis - Belgium
Market Reports January 29, 2026 NEW
Wipro – Vendor Profile – Switzerland
Vendor Profile January 29, 2026 NEW
Wipro - Figures - UK - FY 31-Mar-2025
Datamart January 29, 2026 NEW
Atos: Cause for Optimism, Despite the Headlines
Blog Post February 05, 2024
Blog Post January 29, 2026
Identity & Access Management as an Enabler of Digital Transformation
Blog Post January 27, 2026
Leaders in SAP Services 2026: PAC Launches Its New RADAR Series
Press Releases January 20, 2026
Part 8: The Future of Infrastructure Security: What's Next After Integration?
Blog Post January 20, 2026
Part 7: Bringing It All Together: Developing a Unified Infrastructure Security Strategy
Blog Post January 12, 2026
