Each year, CGI meets face-to-face with business and IT leaders to hear their views on the trends affecting their organizations. In 2018, we conducted 87 in-person interviews with communications industry executives to learn more about their top trends and priorities.

Digital transformation remains top trend

For the second straight year, becoming digital organizations to meet customer expectations ranks highest on the list of trends for communications industry executives we interviewed. This is followed by protecting through cybersecurity and assuring regulatory compliance—both of which executives cited more often than last year.

Digital strategies continue to mature

Communications service providers (CSPs) continue to drive digital transformation with 74% of executives interviewed indicating they have a digital transformation strategy in place, and just 8% beginning to build their strategy. For those executives with a defined digital transformation strategy, 81% are building, launching or have operationalized a digital strategy focused on the internal organization. Sixty-four percent of executives indicate they are in similar stages with a digital strategy that extends to external partners and suppliers.

Cultural change continues as top challenge

Digital transformation inherently requires a cultural change, and communications executives once again cited it as a top barrier to transformation, along with technology and legacy constraints.

Benchmarking internal IT and more

This year, business and IT executives interviewed ranked their satisfaction with their own IT organizations based on 10 key attributes of a world-class IT organization. Across the communications sector, executives we interviewed assess their level of satisfaction with internal IT significantly above their colleagues in other industries. In addition, business executives give their own internal IT organizations higher marks than IT executives give their own organizations across each measure.

CGI can provide clients with a discussion of all available benchmarking, including each client’s positioning, on topics such as digital maturity, IT budgets, IT satisfaction, innovation investments and more.

Discover the insight

Download the 2018 CGI Client Global Insights communications summary infographic for additional trend information. We also invite you to request a copy of our full report and to arrange a personal discussion with a CGI expert for further analysis and insights.


Also see the 2017 CGI Client Global Insights industry summaries.