Author Mark Newman

Chief Analyst

Mark Newman is an analyst with 25 years of experience delivering insights on the future of the telecoms sector to senior level executives and audiences. Mark’s recent research has focussed on telecoms operator business models, digital transformation, service provider diversification, and the intersection between Internet and telecoms. He delivers analysis, presentations, strategy sessions and workshops to global audiences, helping them to plan for the changes that technology and disruptive new business models that will fundamentally transform their businesses. Mark was Chief Research Officer at Informa Telecoms & Media and Ovum before leaving to set up his own research firm, ConnectivityX, in 2016. He joined the TM Forum as Chief Analyst in February 2017.

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At a time when excitement in artificial intelligence AI is reaching fever pitch, CSPs are making their first tentative forays into a field of computer science which has the potential to bring significant benefits to their businesses.

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CSPs spend about 90% of their CapEx budget on network, so you’d assume network transformation would be a big part of digital transformation. Not necessarily…

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For the foreseeable future, Net Promoter Scores (NPS) will continue as a critical benchmark of operators’ success regarding customer centricity and digital transformation. Our report has gleaned details of NPS scores and usage.

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Read the first edition of our Digital Transformation Tracker, the largest investigation into how CSPs and their suppliers feel about their progress and struggles to become digital.