The future of telco retail: towards an omnichannel world
Please sign in or register for a free public account to access this report.
The shift in consumer purchasing to online channels has been on an inexorable rise. The pandemic and lockdown restrictions have been an accelerating factor; Covid-19 has provided an unforeseen staging ground for speeding the transition towards omnichannel – the seamless and rapid interplay between online and physical offerings, and between automated and human interactions.
In this report, GSMA Intelligence outlines how there will continue to be a central place for physical retail networks in the future. However, telco retail will evolve away from a primary reliance on retail stores for sales volumes, and move towards an omnichannel model in which stores and online channels work seamlessly together (rather than as discrete silos). This transition is challenging. However, it opens the door to a potentially more profitable and beneficial mode of retail and distribution as the 5G device cycle accelerates following the pandemic.
The report is the culmination of an industry analysis project in collaboration with major operators around the world.
Related research
Mobile Data Deck, Q1 2025
The GSMA Intelligence Mobile Data Deck offers a fast track to all the essential data you need to know, with key mobile metrics in one easy-to-use deck of charts. The forecasts to 2030 include connections by region and technology generation, smartphone connections and adoption, and mobile operator revenue.
The Mobile Economy Eurasia 2025
Governments in Eurasia are increasingly using mobile connectivity as a platform to transform their countries into modern digital economies. This shift is driven by the recognition that robust digital infrastructure, particularly mobile networks, improves public services and unlocks economic growth. Across the region, mobile connectivity is enabling citizens to engage with e-government systems and access education, healthcare and emergency services, even from remote and mountainous regions.
Global Mobile Forecasts, Q1 2025 Review: capturing the changes, discussing the drivers
GSMA Intelligence constantly monitors mobile markets across the world to capture the most recent trends and share the latest available data. As new data and information become available, our mobile forecasts for each operator are updated to give the most up-to-date outlook for each market. GSMA Intelligence also compares reported mobile connections for each operator with the corresponding forecast to ensure standards of accuracy are maintained. This analysis looks at the key revisions made to the mobile connection forecasts over the previous quarter and the drivers underpinning the changes.
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 moreRelated research
Mobile Data Deck, Q1 2025
The GSMA Intelligence Mobile Data Deck offers a fast track to all the essential data you need to know, with key mobile metrics in one easy-to-use deck of charts. The forecasts to 2030 include connections by region and technology generation, smartphone connections and adoption, and mobile operator revenue.
The Mobile Economy Eurasia 2025
Governments in Eurasia are increasingly using mobile connectivity as a platform to transform their countries into modern digital economies. This shift is driven by the recognition that robust digital infrastructure, particularly mobile networks, improves public services and unlocks economic growth. Across the region, mobile connectivity is enabling citizens to engage with e-government systems and access education, healthcare and emergency services, even from remote and mountainous regions.
Global Mobile Forecasts, Q1 2025 Review: capturing the changes, discussing the drivers
GSMA Intelligence constantly monitors mobile markets across the world to capture the most recent trends and share the latest available data. As new data and information become available, our mobile forecasts for each operator are updated to give the most up-to-date outlook for each market. GSMA Intelligence also compares reported mobile connections for each operator with the corresponding forecast to ensure standards of accuracy are maintained. This analysis looks at the key revisions made to the mobile connection forecasts over the previous quarter and the drivers underpinning the changes.
- 200 reports a year
- 50 million data points
- Over 350 metrics