The customer-centric techco: delivering true enterprise-grade 5G customer experiences to unlock growth

Success in delivering 5G services will require CSPs to understand customers’ needs at a much deeper level than before, and to offer differentiated experiences in real time. In this whitepaper, interviews with enterprises across the construction, retail and aviation sectors shine a light on which new services they would like from service providers.

Aaron Boasman-Patel
Brian Smyth
Chantel Cary

The customer-centric techco: delivering true enterprise-grade 5G customer experiences to unlock growth

Communications service providers (CSPs) have long had going “beyond connectivity” at the heart of their transformation strategies as they evolve from being passive connectivity providers to actively selling and curating digital services.

Now, the Covid-19 pandemic and the deployment of 5G have hastened the need for CSPs to evolve from telcos to techcos as digital adoption has taken a quantum leap at personal, organizational, industry and governmental levels.

To be successful in delivering 5G services requires a huge cultural and mindset shift within the CSP business – to understand customers’ needs at a much deeper level than before, and to offer differentiated experiences in real time, delivering on a different set of metrics for each service provided.

For this whitepaper, several enterprises across the construction, retail and aviation sectors were interviewed to understand which new services they would like from their service providers, and how CSPs will need to evolve to monetize new opportunities.


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