Over half (61%) of B2B organisations would like their telecom provider to contribute to innovation, according to a Capgemini report. In its survey of 1000 senior executives based in the UK, the consultancy found that two in three business customers expect their telecom partners to demonstrate a deep understanding of specific industry challenges and provide […]
Over half (61%) of B2B organisations would like their telecom provider to contribute to innovation, according to a Capgemini report.
In its survey of 1000 senior executives based in the UK, the consultancy found that two in three business customers expect their telecom partners to demonstrate a deep understanding of specific industry challenges and provide tailored solutions.
A similar number expects their telco providers to orchestrate an ecosystem.
Business customers are now seeking solutions that operate across hybrid networks, edge computing, and cloud environments, the survey found, with the goal to seamlessly integrate IT, support systems, and industry-specific expertise.
In fact, early access to cutting-edge technologies and joint efforts on pilots and prototypes is a top expectation (62%) while organisations are exploring advanced communications services to support use cases such as autonomous vehicles, smart city applications, cloud connectivity, and real-time industrial automation.
“In today’s hyperconnected world, telcos are the backbone of the digital economy,” said Praveen Shankar, global telecom leader at Capgemini.
“Businesses expect providers to move beyond connectivity services and offer tailored, end-to-end and flexible solutions that power digitalisation, operational efficiency, and sustainable growth.”
However, telco customers believe that customer experience (CX) is underdeveloped and could be an opportunity to accelerate growth and boost loyalty to telco providers, with 7 in 10 wanting more simplified CX.
The need is imposing as over 40% said they would pay a premium for better CX.
As they continue to innovate, customers are also keen to work with their telco providers to provide cybersecurity coverage.
With AI, GenAI, cloud and wireless/5G growing within, the survey found that businesses are increasingly concerned about protecting their data and systems.
More than half of organisations (53%), for instance, are willing to invest in telecom tech services including advanced cybersecurity solutions in the next 1-2 years.
“By forging strong partnerships with customers and industry peers, orchestrating an innovation ecosystem and prioritising seamless customer experience, telecom organisations can enhance trust, simplify offerings, and differentiate themselves in a fast-moving landscape,” concluded Shankar.
