Capgemini’s New Report Reveals Shift in Telecom Customer Expectations Toward Tailored Solutions and Innovation

Capgemini’s New Report Reveals Shift in Telecom Customer Expectations Toward Tailored Solutions and Innovation

(IN BRIEF) Capgemini’s latest B2B Pulse report highlights a shift in business customer expectations from telecom providers. Businesses now seek telecom companies to provide tailored, industry-specific solutions, moving beyond basic connectivity services. Customers expect telecoms to integrate hybrid networks, edge computing, and cloud technologies into a seamless ecosystem. While innovation and enhanced customer experiences are priorities, only a small percentage of businesses are satisfied with their current providers’ performance. The report also underscores the growing demand for advanced cybersecurity solutions, with many businesses ready to invest in telecom-provided security tech in the near future.

(PRESS RELEASE) PARIS, 3-Mar-2025 — /EuropaWire/ — A new study published by the Capgemini Research Institute, The B2B Pulse: Top Six Expectations of Telecoms’ Business Customers, uncovers a significant shift in the expectations of business customers toward telecom providers. As AI, Cloud, and 5G technologies converge, companies are calling on telecom operators to evolve from traditional connectivity service providers to comprehensive, client-centric partners offering tailored solutions.

The research reveals that two-thirds of business customers (67%) now expect their telecom partners to go beyond generic connectivity services. Instead, they seek providers that can deliver industry-specific solutions with a deep understanding of their unique challenges. In this rapidly evolving environment, businesses increasingly rely on telecom operators to manage hybrid networks, edge computing, and cloud environments, with about three in five organizations (59%) looking to providers for a fully integrated ecosystem that combines IT, support systems, and specialized expertise.

Customers also seek more streamlined and flexible experiences. Around 70% of organizations are demanding simpler processes, more adaptable purchasing options, and more flexible service experiences. However, despite these high expectations, only 33% of businesses are satisfied with telecom providers’ compliance with Service Level Agreements (SLAs) and their network reliability.

Innovation is another top priority. Over 60% of organizations (61%) want their telecom providers to lead in technological advancements, with early access to emerging technologies, and joint efforts on pilots and prototypes being particularly desirable. Telecoms are expected to support cutting-edge applications such as autonomous vehicles, smart cities, cloud connectivity, and real-time industrial automation.

Praveen Shankar, Global Telecom Leader at Capgemini, commented, “In today’s hyperconnected world, telecoms are essential to the digital economy. Business leaders expect telecom providers to offer more than just connectivity – they want end-to-end, tailored, and flexible solutions that drive digital transformation, operational efficiency, and long-term growth. Building strong customer partnerships, prioritizing customer experience, and driving innovation will help telecoms stand out in an increasingly competitive market.”

Customer Experience: A Key Growth Opportunity for Telecom Providers

Despite businesses’ desire for expanded services, only 28% of organizations report that they are currently purchasing such offerings from their telecom providers. Additionally, just 27% say they are receiving exceptional customer experiences (CX) from their telecoms, leaving a significant growth opportunity untapped. Half of the organizations surveyed are willing to pay a premium for improved CX, signaling a clear demand for providers to focus on this area to enhance customer loyalty and accelerate innovation.

Cybersecurity as a Growing Priority

The report also underscores the importance of robust security measures. Over 70% of organizations prioritize cybersecurity when selecting telecom services, given the growing risks posed by advancements in AI, Gen AI, and 5G networks. To stay ahead of these evolving threats, more than half (53%) of businesses are ready to invest in advanced cybersecurity solutions from telecom providers over the next 1-2 years.

For more information or to download the full report, visit: [Link]

Methodology

The research, conducted by Capgemini Research Institute, surveyed 1,000 senior executives (director-level or above) from telecom business customers across 11 sectors in 13 countries spanning Asia–Pacific, Europe, and North America. In addition to the survey, 20 in-depth interviews were conducted with executives from the telecom and customer industries. The global survey took place between December 2024 and January 2025.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

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About the Capgemini Research Institute

The Capgemini Research Institute is Capgemini’s in-house think-tank on all things digital. The Institute publishes research on the impact of digital technologies on large traditional businesses. The team draws on the worldwide network of Capgemini experts and works closely with academic and technology partners. The Institute has dedicated research centers in India, Singapore, the United Kingdom and the United States. It was ranked #1 in the world for the quality of its research by independent analysts for six consecutive times – an industry first. Visit us at https://www.capgemini.com/researchinstitute/

Media Contact:

Florence Lievre
Tel: + 33 1 47 54 50 71
Email: florence.lievre@capgemini.com

SOURCE: Capgemini