Accenture: Tom Loozen's 2014 Trends

Communications service providers (CSPs) in emerging markets achieved double-digit growth in recent years but are facing the ARPU pressures and slowing growth experienced by mature markets over the same timeframe.

In 2014 we aim to support CSPs on each of the following technology trends:

‘Digital’ business operations – real-time decisioning and an improved multi-channel customer experience, driving cost efficiencies in acquisition, billing and customer service as subsidies reduce and customer portability increases to match developed markets;

Technology-led revenue streams – investments in Big Data, OTT provider alliances, video services, M2M and mobility-led B2B offerings, avoiding commoditization and driving revenues from non-traditional services; and

Technology as a service, internally and externally – a focus on new commercial models for enterprise services externally and a desire for capex-light investments internally, directing investment to network enhancements as data growth continues to drive increased operating costs and place pressure on quality of service.


Tom Loozen is the Managing Director of Global Communications Industry and the EALA Communications Industry Lead at Accenture.

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