Businesses, like consumers, want every advantage offered by digital services; yet, digital and communications services providers aren’t making it easy. ICT Intuition, LLC set out to uncover the reasons why businesses aren’t embracing digital services beyond basic bandwidth and storage. We surveyed decision-makers across industries and continents to understand what’s missing in the business customer experience and how digital and communications service providers can capitalise on this lucrative market.

Contrary to previous thinking that businesses were tentatively approaching cloud-based applications and “as a Service” (aaS) offerings, the most recent data shows that businesses are rapidly transitioning from on-premise to cloud services for everything from basic sales management (e.g. Salesforce.com) to IT help desk and CRM, order, billing and supply chain management, but digital and communications service providers are being left behind.

Eighty-three percent of those surveyed are currently using digital services, and the remaining 17 percent are considering it. None of those surveyed replied that they are not using digital services and have no plans in place.

Businesses don’t have the time or resources to build business functionality themselves, and even for unique, industry-specific applications, only 2 percent are not considering aaS options. This is a seller’s market, so why aren’t digital and communications service providers selling?

There are dozens of existing applications that could be bundled with connectivity and offered to business customers. In addition, many businesses don’t just want to use digital services – they want to bundle connectivity into new products and sell them.

And – this is the best part – 95 percent would consider partnering with a digital and communications service provider to do it. Two-thirds completely or mostly trust a digital and communications service provider to meet the reliability, availability and performance requirements of critical business applications.

How do we get there from here?

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