New Delhi: A new report from Capgemini Research Institute, titled The B2B Pulse: Top Six Expectations of Telecoms’ Business Customers, reveals a significant shift in business customer expectations, with seven out of ten organizations demanding a simpler, more flexible, and seamless experience when engaging with telecom providers.
The study, which marks the first edition of an annual series, highlights a growing expectation for telecom companies to move beyond basic connectivity services. With advancements in AI, Cloud, and 5G technologies, businesses are now looking for telecom providers to offer tailored, end-to-end solutions that cater to specific industry challenges.
Industry-Tailored Solutions in High Demand
According to the survey, 67% of businesses expect telecom providers to demonstrate a deep understanding of their unique industry needs, offering flexible, customized solutions rather than generic services. These organizations are seeking telecom partners who can support hybrid networks, edge computing, and cloud environments. In fact, nearly 60% of respondents rely on telecom providers to integrate a comprehensive ecosystem that links IT, support systems, and industry-specific expertise.
Simplification and Flexibility Key Expectations
A significant 70% of businesses expect simplified processes and more flexible purchasing and service experiences. However, despite this demand for improved customer service, only a third of organizations are satisfied with current Service Level Agreement (SLA) compliance and network reliability.
Innovation as a Priority
Businesses are increasingly looking for telecom providers to serve as sources of innovation, with 61% of organizations expecting early access to cutting-edge technologies. The report reveals that telecom services are being explored for use cases such as autonomous vehicles, smart cities, cloud connectivity, and real-time industrial automation. 62% of businesses also expect joint efforts with telecom providers on pilot projects and prototypes to explore these emerging technologies.
“In today’s hyperconnected world, telcos are the backbone of the digital economy,” said Praveen Shankar, Global Telecom Leader at Capgemini. “Businesses now expect telecom providers to offer tailored, flexible solutions that drive digital transformation, operational efficiency, and sustainable growth. By partnering with customers and industry peers, telecom organizations can build trust, simplify offerings, and differentiate themselves in an increasingly competitive market.”
Customer Experience: An Untapped Opportunity for Growth
While businesses are keen to access value-added services beyond core telecom offerings, only 28% of organizations report purchasing these services from their providers. Despite this, customer experience remains an underutilized opportunity for growth. A mere 27% of organizations report exceptional customer experiences, though half of businesses are willing to pay a premium to improve this aspect, underscoring the potential for telecom providers to increase customer loyalty and drive innovation.
Security Concerns Drive Demand for Comprehensive Cybersecurity Solutions
In the rapidly evolving digital landscape, cybersecurity has emerged as a critical priority. Over 70% of businesses surveyed identified cybersecurity as a top concern, with many organizations increasingly aware of the risks posed by advancements like AI, Gen AI, cloudification, and 5G networks. The report shows that more than half of organizations (53%) are willing to invest in advanced cybersecurity solutions from telecom providers in the next 1-2 years, emphasizing the need for telecom companies to offer robust and reliable security safeguards.
As the telecom industry continues to evolve, the Capgemini report reveals that businesses are calling for telecom providers to not only meet their connectivity needs but to act as strategic partners in driving innovation, offering tailored solutions, and ensuring the highest levels of customer experience and security.
