Digital Transformation of Telecommunications Operators in South Africa, 2016

Aggressive Service Diversification, Strategic Consolidation, and Organizational Restructuring are Central to Operators becoming End-to-end Digital Ser

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This study provides an analysis of the digital transformation of the South African telecommunications operators. The service provider scope includes mobile network operators (MNOs), fixed-line operators, and mobile virtual network operators (MVNOs) and end-user scope includes consumers, small and medium enterprises (SMEs), and large enterprises.

This study explains the context of digital transformation in the telecommunications market, including digital customer engagement, and the strategic and tactical initiatives and the key digital trends that prompt operators to adopt digital transformation.

It provides a snapshot of global digital transformation trends adopted by leading operators including AT&T, Etisalat, SK Telecom, Orange, Telefonica, BT, Deutsche Telekom, Singtel, Verizon, and Giffgaff in terms of network operations, strategies and service offerings, and customer engagement.

The study provides an analysis of the South African telecommunications market, including the competitive market landscape along with the market share of mobile operators as well as highlighting the subscriber numbers and penetration rates for key indicators such as fixed-line communications, mobile communications, and Internet/data, 3G/4G network coverage, and segment-wise revenue breakdown for the base year 2016, with forecast measurements for 2017.

It identifies the key market drivers and restraints that are urging South African telecommunications operators to adopt digital transformation and analyses the overall mobile communications market revenue, operators’ revenue against their IT spending, extent of operator’s digitalisation and its business impact, and operators’ digital readiness index.

The study discusses case studies of leading telecommunications operators like Vodacom, MTN, and Telkom in the digital transformation context. Analyses their digital transformation strategy in terms of customer, operations, and people; historical revenue performance and how digitalisation is driving the revenue numbers; and the strategic initiatives adopted by them over the years in B2B as well as B2C segments to accelerate their journey.

It explores key growth opportunities that telecommunications operators will look to investing in and the strategic imperatives they will adopt to accelerate their digital transformation journey. It also throws light on the key predictions for the South African telecommunications market, in terms of digital transformation.

Key questions this study will answer:
• What are the global digital transformation trends in the telecommunications market, in terms of network operations, digital strategies and
service offerings, and customer engagement?
• What are the key market drivers and restraints for adopting digital transformation in the South African telecommunications market?
• What the key South African telecommunications market indicators, in terms of fixed-line, mobile, Internet/data, and 3G/4G network coverage?
• What is the overall South African mobile communications market revenue, operators’ revenue versus their IT spend, extent of operator’s
digitalisation and its business impact, and digital readiness index?
• How are the key South African telecommunication operators progressing in their digital transformation journey in terms of strategies and
revenue performance?
• What are the 5 major growth opportunities that South African operators can capitalise on so as to expedite their digital transformation journey?

Table of Contents

1. Executive Summary
Key Findings
2. Digital Transformation in Telecommunications Market—An Overview
Research Scope
Market Definitions
Digitisation Vs. Digitalisation
What is Digital Transformation?
The Three Levers of Digital Transformation that enable Digitalisation
What is Driving Operators to Adopt Digital Transformation?
Digital Transformation Strategy for B2C and B2B Customer Segments
Key Digital Trends that have Prompted Operator’s Transformation Toward Being Digital Service Providers
Digital Customer Engagement
3. Drivers and Restraints
Key Market Drivers
Key Market Restraints
4. Global Digital Transformation Trends in Telecommunications Market
Digitised Network Operations
Digital Strategies and Service Offerings
Digital Customer Engagement
5. Analysis of Digital Transformation in South African Telecommunications Market
Telecommunications Market Overview
2016–2017 Market Snapshot—Telecommunication Services
Overview of the Competitive Telecommunications Market Landscape
Total Mobile Communications Market Revenue and IT Spending
Mobile Operator Revenue and IT Spending
Extent of Operator’s Digital Transformation and its Impact on Growth
Digital Transformation Readiness Index
Operator’s Digital Transformation Driving ICT Convergence
Extent of Operator’s Digital Transformation Across Key Segments
Operator’s Digital Transformation Strategy and Business Impact
Digitised Telecommunications End-user Engagement
6. Digital Transformation in South African Telecommunications Market—Case Studies
Overview of the Digital Transformation Strategy—Vodacom
Digitalisation of the Telecommunication Operator
Impact of Digital Transformation on Operator’s Overall Performance
Digital Transformation Journey
Overview of the Digital Transformation Strategy—MTN
Digitalisation of the Telecommunications Operator
Impact of Digital Transformation on Operator’s Overall Performance
Digital Transformation Journey
Overview of the Digital Transformation Strategy—Telkom
Digitalisation of the Telecommunications Operator
Impact of Digital Transformation on Operator’s Overall Performance
Digital Transformation Journey
7. Growth Opportunities and Enterprises to Action
5 Major Growth Opportunities
Strategic Imperatives for Success and Growth
8. The Last Word
The Last Word—3 Big Predictions
Legal Disclaimer
9. Appendix
Abbreviations
10. The Frost & Sullivan Story

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List of Figures & Charts

1. Total Telecommunications Market: Key Indicators, South Africa, 2016
a. Key Connectivity Indicators, Top 3 African Countries, 2016
b. Key Economic Metrics, South Africa, 2016
c. Communication Penetration Rates, South Africa, 2016
2. Total Telecommunications Market: MNO and Fixed-line Operator Analysis, South Africa, 2016
a. MNO Analysis, South Africa, 2016
b. Fixed-line Operator Analysis, South Africa, 2016
3. Total Telecommunications Market: Degree of Operator’s Digital Transformation Across Key Segments, South Africa, 2016
4. Total Telecommunications Market: Digital Transformation Strategy and Business Impact, South Africa, 2016


1. Total Telecommunications Market: Strategic and Tactical Initiatives, Global, 2016
2. Total Telecommunications Market: Customer Segments, Global, 2016
3. Total Telecommunications Market: Digital Transformation Trends, Global, 2016
4. Total Telecommunications Market: Customer Engagement Digitalisation, Global, 2016
5. Total Telecommunications Market : Key Market Drivers, South Africa, 2016
6. Total Telecommunications Market : Key Market Restraints, South Africa, 2016
7. Total Telecommunications Market: Digitised Network Operations, Global, 2016
8. Total Telecommunications Market: Digital Strategies and Service Offerings, Global, 2016
9. Total Telecommunications Market: Digital Customer Engagement, Global, 2016
10. Total Telecommunications Market: Key Trends, South Africa, 2016 and 2017
a. Fixed-Line Communication Subscriber Forecast, South Africa, 2016 and 2017
b. Revenue Breakdown: Voice vs. Non-Voice, South Africa, 2016 and 2017
c. Mobile Communication Subscriber Forecast, South Africa, 2016 and 2017
d. Internet/Data Subscriber Forecast, South Africa, 2016 and 2017
e. 3G/4G Network Coverage, South Africa, 2016 and 2017
11. Percent Revenue Forecast by Segment, South Africa, 2016 and 2017
12. Total Telecommunications Market: MNO Subscriber Market Share, South Africa, 2016
13. Total Telecommunications Market: Total Mobile Communications Revenue and IT Spending Forecast, South Africa, 2016 and 2017
14. Total Telecommunications Market: Mobile Operator Revenue and IT Spending, South Africa, 2016
15. Total Telecommunications Market: Digital Transformation Journey, South Africa, 2016
16. Total Telecommunications Market: Digital Transformation Readiness Index, South Africa, 2016
17. Total Telecommunications Market: ICT Convergence, South Africa, 2016
18. Total Telecommunications Market: Digitised Telecommunications End-user Engagement, South Africa, 2016
19. Telecommunications Market: Historical Vodacom Total Revenue and Data Revenue Performance, South Africa, 2013–2016
20. Telecommunications Market: Historical MTN Total Revenue and Data Revenue Performance, South Africa, 2013–2016
21. Telecommunications Market: Historical Telkom Total Revenue and Data Revenue Performance, South Africa, 2013–2016



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