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The communications industry is racing to digitize and automate its operations to improve efficiency, innovation, and overall performance. The explosion of generative artificial intelligence (AI) has led communications service providers to extend their data and AI strategies to include the power of these new capabilities to augment productivity, increase automation, and provide autonomous services.

To gauge the current status and future plans of service providers on their digital journeys, Omdia conducted an online survey from October to November 2023 of more than 500 respondents at communications service providers in the Americas, Western Europe, and Asia & Oceania. The respondents, who are mainly decision-makers in data management and artificial intelligence (AI), are based in the following ten countries—the US, Canada, Mexico, Brazil, Germany, the UK, Spain, Japan, Australia, and New Zealand.

Communications providers’ data and AI strategies are naturally part of their overall business objectives, shaped by broader market drivers such as increasing competition and greater customer demands. Both of these can pressure telcos to increase investments in new technologies, services, products, and features in an effort to retain and increase revenue. However, the challenge for communications companies has been that massive investments in the latest connectivity technologies—one recent example being 5G—have driven up costs without delivering the expected revenue increase, which has pressured margins.

Communications Industry Data, Automation, and AI Trends