Executive Summary

This report gives an overview of the digital transformation of Telefónica, the Spanish multinational broadband and telecommunications service provider. It offers a case study of digitalization for non-digitally native retailers, which are facing similar competitive pressures.

• Internal inefficiencies and the growing number of new entrants providing new, digital services triggered the digital transformation at Telefónica.
• A business-led, end-to-end digital transformation, implemented and measured through standardized stages and supported by a revamp of the company’s IT capabilities was central in the digitalization process at Telefónica.

Non-digitally native retailers can learn from Telefónica’s digital transformation the need to deliver a thorough business-led digital transformation that involves all part of the business.