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Harvey Nash/KPMG CIO Survey 2018

Harvey Nash/KPMG CIO Survey 2018

Telecommunications Industry Findings

Yann Dekeyser, Partner Deal Advisory Belgium, Head of Private Equity in KPMG in Belgium

Partner, Deal Advisory, Head of Private Equity

KPMG in Belgium


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Telecommunications Industry Findings

The transformational CIO

The Harvey Nash/KPMG CIO Survey is the largest IT leadership study in the world, with almost 4,000 respondents across 84 countries, representing over US$300bn of IT budget spend.

This Telecommunications industry snapshot provides survey responses from more than 130 IT leaders on some of the key topics, and highlights several areas where this industry’s responses differed significantly from those across all industries.

The key topics include digital strategy, budget and priotities, customer capabilities and Technology and Innovation. Explore the full findings in this Telecommunications key sector report.


With shrinking margins, rising network costs and legacy IT systems, the Telecom industry faces capital constraints. Telco Boards want IT to address cost savings, enhance the customer experience and develop new products/services and these challenges are reshaping CIO priorities in driving innovation and digital strategies. 

Innovation is at the heart of these challenges, underpinned by investment in next-generation technologies. Telcos have invested more into IoT, A.I. and on-demand marketplace platforms compared to other industries. In addition, to help improve margins, they have implemented digital labor/automation much more frequently, especially within IT and Customer Support.

To help meet IT budget demands, Telcos are more likely to maintain an enterprise-wide digital business strategy, with more than 53% of IT leaders understanding the impact of digitization in the sector. The drive to increase margins and flow of capital has seen Telcos exceed other industries in five critical customer-focused capabilities, especially in measuring profitability by customer (36% vs. 27%).  That said, they struggle with having a single view of customer interactions across all channels. 

Reflecting the importance of digital strategies to Telcos, their digital initiatives prioritise developing new products/services, attracting new customers, enhancing customer experience and growing existing customer revenue. Indeed they are proving successful in these areas compared to other industries with 41% rating themselves very/extremely effective at their top priority of developing new products/services. However, they struggle in using digital technologies to redesign business processes. While Telcos are leading most industries in many areas, there’s still much to do to fully exploit the digital opportunity.

© 2020 KPMG Advisory, a Belgian civil CVBA/SCRL and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. All rights reserved.

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