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 :
This Excel document is part of the company profiles PAC publishes every year at local, regional and worldwide level.
Event Date : July 25, 2025
This document provides market volumes, growth rates and forecasts for the Digital Sustainability Services market for the 2022-2028 period.
Event Date : July 15, 2024
This document provides market volumes, growth rates and forecasts for Digital Government & Smart Cities for the 2022-2028 period.
Event Date : February 15, 2024
Cybersecurity is a fast-paced market segment with many interesting start-up companies in Europe. This report will provide an overview of interesting ...
Event Date : December 18, 2024
This Excel document delivers market figures broken down by vertical sectors.
Event Date : January 19, 2026
Services & Consumers - InSight Analysis - UK
Market Reports July 10, 2026 NEW 
Transport - InSight Analysis - UK
Market Reports July 09, 2026 NEW
Datamart July 07, 2026 HOT 
NEW
Datamart July 07, 2026 NEW
Software & IT Services - Vendor Rankings - Poland
Datamart July 07, 2026 NEW
Atos: Cause for Optimism, Despite the Headlines
Blog Post February 05, 2024
Top 10 IT Services Providers in Germany
Blog Post July 07, 2026
Cybersecurity M&A Is Not Slowing Down. It Is Becoming More Selective
Blog Post July 06, 2026
Top 10 IT Services Companies in the UK
Press Releases June 30, 2026
Accenture’s OT Security Bet: A Very Expensive Deal That Makes Strategic Sense
Blog Post June 23, 2026
Hitachi Digital Services – an integrated digital powerhouse is awakening
Blog Post June 23, 2026
