Core Insights - The report emphasizes the urgent need for communications service providers (CSPs) to transition from network-centric to service-centric operations to enhance customer experience and operational efficiency [1][17][29] - Autonomous operations (AO) and autonomous networks (AN) are identified as foundational elements for this transformation, enabling CSPs to automate processes and improve service delivery [18][37] - The integration of new technologies such as AI, digital twins, and generative AI (GenAI) is crucial for driving this transformation and measuring service value [2][25][60] Industry Landscape - CSPs are facing increased complexity in network and service operations, necessitating a shift in business models to meet evolving customer expectations [17][50] - The report outlines a six-step maturity model for assessing the progress of CSPs in adopting autonomous networks, which is essential for achieving service-centric operations [38][42] - Market challenges include rising operational costs, regulatory pressures, and the need for cultural shifts within organizations to embrace digital transformation [46][50] Defining New Values and Metrics - The report proposes a framework for establishing new value metrics that focus on customer experience and operational efficiency, moving beyond traditional network performance indicators [24][94] - The Evaluate, Operate, and Transfer (E.O.T.) model is introduced as a roadmap for CSPs to align their transformation efforts with business objectives and measure outcomes effectively [109][110] - New value metrics are categorized into service availability, SLA compliance, and customer satisfaction, providing a comprehensive approach to measuring service performance [2][24][94] Transformation Approaches - A suggested transformation framework emphasizes the need for CSPs to adopt a holistic approach that integrates technology, processes, and organizational culture [3][14] - The report highlights successful case studies from CSPs like Orange and China Mobile, showcasing how they have leveraged new technologies to enhance service delivery and operational efficiency [2][15][31] - The importance of collaboration between network operations centers (NOCs) and service operations centers (SOCs) is stressed to improve customer experience and operational outcomes [20][21][35] Technology Evolution - The report identifies six dimensions of technology evolution necessary for supporting service-centric operations, including AI-driven automation and intent-based management [54][60] - Digital twins are highlighted as a powerful tool for real-time monitoring and predictive analysis, enabling CSPs to enhance service quality and operational resilience [83][85] - The integration of AI and GenAI is positioned as a key driver for operational efficiency, allowing CSPs to proactively address service issues and optimize resource allocation [62][66][74]