Customer experience management (CEM) has emerged as the top driver of telco IT investments in 2014, according to Ovum’s ICT Enterprise Insights. Telco IT spend is expected to reach US$60.7b by 2017, with investments geared towards telecoms infrastructure (cloud platforms, server virtualisation and BSS/OSS systems to support LTE implementations) and online channels to support customers’ increasingly digital lifestyles.
In the largest survey of senior IT executives ever conducted, Ovum reveals a long-term shift in spending towards customer-oriented systems and on improving customer satisfaction within the telecoms industry.
Survey respondents identified multi-channel integration and service personalisation as top areas of focus in the next 18 months, with 67 percent and 61 percent planning to increase spending in these two areas, respectively. Elsewhere, business intelligence and advanced analytics (predictive or big data analytics) will be key for operators — more than 80 percent of respondents will deploy these at the network level in an attempt to offer an enhanced connected experience with predictable, consistent, and relevant services at each point of interaction in the customer lifecycle.