Operator retail strategies for stores, omnichannel and devices: key survey findings
Access this insight with a Premium plan. Contact our sales team to get started.
Debates about the future of retail stores have been amplified by the Covid-19 pandemic. This is true for all industries, not just telecoms. Consumers have come to expect omnichannel journeys; operators need to be aiming for these to attract and retain customers. While the shift in purchases to online channels will keep growing, telco retail operations will continue to maintain a core store presence to engage on a personal level, delivering enhanced experiences tailored to customer needs.
In October 2021, GSMA Intelligence surveyed 100 telecoms retail professionals from operators around the world to understand their views on the current and future shape of operator retail strategies. The goal was to better understand (and compare) how operators are evolving their retail strategies across a range of areas including retail stores, omnichannel practices, distribution, devices and sustainability. The accompanying dashboard provides all the relevant survey data, including data by region and operator size.
Report details
Operator retail strategies for stores, omnichannel and devices: key survey findings
Report details
Operator retail strategies for stores, omnichannel and devices: key survey findings
Related research
Smartphone competition in 2026 and beyond: regional dynamics matter more than global share
As smartphone competition becomes increasingly shaped by regional dynamics, understanding competitive dynamics beyond the global level is becoming more important. This report examines smartphone competition through a regional lens, highlighting leaders, followers and challengers across regions and countries. The insights can be used to formulate or adjust commercial strategies, identify growth opportunities and prioritise markets.
OEMs in Focus: Smartphone Market Shares Dashboard 2026 by region and country
The Smartphone Market Shares Dashboard 2026 provides granular data on OEM smartphone market shares across countries, regions and at the global level, highlighting market leaders, followers and challengers. It is a valuable resource for OEMs looking to refine their growth strategies and targets, as well as for mobile operators, digital service providers and other stakeholders whose businesses rely on smartphone market dynamics and competitive positioning.
Industry Checkpoint: consumer devices, Q3 2026
This edition of the Industry Checkpoint series focuses on consumer devices, highlighting how the market has changed in the last six months and its implications. The report considers three major developments: accelerating innovation for smart glasses as leading companies try to establish it as the next major consumer platform; smartphone innovation becoming more diverse, from practical to experimental concepts; and chipmakers increasingly designing on-device agentic AI capabilities.
Authors
How to access this report
Annual subscription: Subscribe to our research modules for comprehensive access to more than 200 reports per year.
Enquire about subscriptionContact our research team
Get in touch with us to find out more about our research topics and analysis.
Contact our research teamMedia
To cite our research, please see our citation policy in our Terms of Use, or contact our Media team for more information.
Learn more- 200 reports a year
- 50 million data points
- Over 350 metrics
How can we support you?
Get in touch
Contact the GSMA Intelligence support team for help with your account, subscriptions, or access to reports and insights.
Newsletter
Subscribe to the GSMA Intelligence newsletter for the latest industry news and insights, delivered to your inbox.
