{"id":630007,"date":"2021-10-01T07:50:36","date_gmt":"2021-10-01T07:50:36","guid":{"rendered":"https:\/\/www.capgemini.com\/be-en\/?post_type=research-and-insight&#038;p=630007"},"modified":"2025-03-27T12:40:46","modified_gmt":"2025-03-27T12:40:46","slug":"re-invent-the-customer-experience-with-5g","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/re-invent-the-customer-experience-with-5g\/","title":{"rendered":"Re-invent the customer experience with 5G"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-blue-line header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/2021\/10\/Capgemini_CRI_Reinvent-the-customer-experience-with-5G.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:51% 37%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Re-invent the customer experience with 5G<\/h1><\/div><h2 class=\"reasearchInsightTitle\">How telco operators and industry players can leverage new network capabilities to enable new services and re-invent the customer experience.<\/h2><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>5G has large potential and many industry experts regard it as the most important enabler for digital transformation. 5G is reinventing the customer experience while redesigning the relationship and the operating model between telcos and vertical industries for their connectivity needs.<\/p>\n\n\n\n<p>One example is the media and entertainment industry which is continuously changing and is now under even more pressure to accelerate its transformation by securing access, delivery and monetization of the right content for the right audience at the right time. Also new formats and experiences have to be developed. The 5G network offers high-speed bandwidth, high reliability, low latency, and can also manage larger density of connected devices.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-reinvent-the-customer-experience-with-5g\">Reinvent the customer experience with 5G<\/h3>\n\n\n\n<p><\/p>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video\"><div class=\"bg-color video-align-left\"><div class=\"container\"><div class=\"row video-align-right\"><div class=\"col-md-12\"><div class=\"video-align-right row box box--4 box--mini\"><div class=\"col-md-1\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video-section\" src=\"https:\/\/www.youtube.com\/embed\/68qzAWXY8OE\" frameborder=\"0\" rel=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/div><\/div><\/div><div class=\"col-md-3\"><h4 data-maxlength=\"34\">Discover how on video<\/h4><div class=\"video-info\"><p data-maxlength=\"68\"><\/p><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<p>Media experts believe that 5G will transform the entire media landscape and that 5G is the beginning of a content revolution. <em>\u201cWe see 5G changing everything about how media is produced and consumed,\u201d <\/em>Walt Disney Studios chief technology officer Jamie Voris said in an interview with <em>Variety<\/em> Monday.<\/p>\n\n\n\n<p>In the age of 5G, we see new innovative services emerging. In Formula 1, 5G is considered as a key technology, unlocking new experiences designed to bring fans closer to the action in the world\u2019s premier motorsport. In the gaming industry, Microsoft has formed partnerships with telecom operators worldwide to optimize xCloud game streaming technology, which allows gamers to play games on mobile devices while connected to the internet.<\/p>\n\n\n\n<p>With 5G, the operating model between the media player and the telco operator is changing. 5G is opening up a completely different business compared to what telco operates today which implies new ways of selling, invoicing, and measuring. It also means that new requirements will be put on the operators, both from the consumers and the media players.<\/p>\n\n\n\n<p>Together with our partners, Salesforce, Vlocity, and MATRIXX, we have created a live-event streaming use case to show a concrete example of what can be achieved using 5G. Please contact us below for a live demo.<\/p>\n\n\n\n<p>Live-event video capture using mobile network today means high costs, quality issues and limited interactivity. 5G mobile networks enable new services and more flexible and interactive live events while maintaining quality of service. With 5G, the media company can request on-demand network usage through a platform that details their needs, and completely changes their operations. The media player is able to monitor its online usage, and even request on-the-fly add-on capacity.<\/p>\n\n\n\n<p>In our illustration, the sports event production manager initiates a 5G slice order to capture the event in real time, ensuring end-to-end video quality. With just a few clicks, the event parameters are defined and the media company instantly receives an order summary with a quote. Reviewing and confirming the order online then triggers activation of the slice, and the media company can start using the service. Through this demo, we have achieved an end-to-end use case, from configuration of usage parameters and ordering a slice, to activation of the network slice.<\/p>\n\n\n\n<p>This use case, illustrate in a good way, changes needed in the customer experience, operating model, E2E processes, core capabilities and solutions. The 5G-powered platform is enabled by a two-stack approach. The media company does the production planning, automated requests and ordering of slices towards the operators, as well as handles the live event by themselves while the operator adapts its catalogue to fit vertical needs and performs automated quoting and activation of slices.<\/p>\n\n\n\n<p>To enable this, several new capabilities are needed from both the media company and the operator. Frame agreements are needed between the two parties, and the requests and quotes should be managed in an automated manner. The operator needs to change their product and offering structure \u2013 and make it much more dynamic. The media company needs to develop own capabilities to manage assets, planning, and financing, as well as have the ability to manage events fairly independently. The operator needs to build, activate, and manage the services including enable possibilities to up- and cross-sell.<\/p>\n\n\n\n<p>\u201cWe chose this tactic because we felt confident that it was promising proving ground that will allow us to prepare for the next wave of digital transformation in the communications industry and for our customers.\u201d Jean-Marie Pierron, Chief Digital Transformation Officer, Vlocity, a Salesforce Company<\/p>\n\n\n\n<p>\u201cConsumers will demand new services which will open up opportunities for telcos to tailor interesting services and offerings towards media companies. The importance for telcos is to think through how to structure that offering, how to sell it, and how to be flexible enough to quickly change the offer that can be a good source of monetization of your investments in 5G.\u201d Fredrik Gunnarsson, Global Digital Telco Lead, Capgemini Invent.<\/p>\n\n\n\n<p>\u201cImmersive media use-cases are a great example of how promise of 5G\u2019s unconstrained mobility will unleash a new wave of compelling experiences.&nbsp;&nbsp; Delighting consumers with these new experiences will create a sizable and sustainable monetization opportunity for Telcos and media organisations\u201d. Jennifer Kyriakakis, Founder &amp; VP Marketing, MATRIXX Software<\/p>\n\n\n\n<p>5G creates opportunities for new services and business models. Media is just one examples \u2013 there are similar opportunities in other verticals, which we also develop in our 5G lab.<\/p>\n\n\n\n<p>Today, the operators are far away from this new business model enabled by 5G and major changes are required from both the operator and the industry players in order to capture the opportunities. We can help operators utilize the full potential of 5G. Together, let us leverage the power of 5G to imagine, create, and monetize service and business models of the future.<\/p>\n\n\n\n<p>To learn more about our 5G offering or schedule a live demo, connect with one of our experts.<\/p>\n\n\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_492563_2492324502\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t<div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_492563_8915_3561548915\" name=\"_mf_492563_8915\" placeholder=\"First Name\" required \/><label for=\"_mf_492563_8915_3561548915\" class=\"form-label\">First Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" role=\"alert\">First Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_492563_9298_4026613297\" name=\"_mf_492563_9298\" placeholder=\"Last Name\" required \/><label for=\"_mf_492563_9298_4026613297\" class=\"form-label\">Last Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" role=\"alert\">Last Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_492563_2715_3515517320\" name=\"_mf_492563_2715\" placeholder=\"Company\" required \/><label for=\"_mf_492563_2715_3515517320\" class=\"form-label\">Company <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" role=\"alert\">Company is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_492563_1393_405471046\" name=\"_mf_492563_1393\" placeholder=\"Job Title\" required \/><label for=\"_mf_492563_1393_405471046\" class=\"form-label\">Job Title <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" role=\"alert\">Job Title is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"email\" class=\"form-control\" id=\"_mf_492563_1972_2451150117\" name=\"_mf_492563_1972\" placeholder=\"Email\" required \/><label for=\"_mf_492563_1972_2451150117\" class=\"form-label\">Email <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" role=\"alert\">Email is not valid.<\/div><\/div><div class=\"mf-field-wrapper  col-sm-12\">\n\t\t<div class=\"form-check checkbox-controls\">\n\n\t\t\t<input type=\"checkbox\" id=\"_mf_492563_6106_806388436\" class=\"form-check-input\"\n\t\t\t\tname=\"_mf_492563_6106[]\"\n\t\t\t\tvalue=\"1\"\n\t\t\t\trequired\n\t\t\t>\n\n\t\t\t<label for=\"_mf_492563_6106_806388436\" class=\"form-check-label consent-text\">\n\t\t\t\tBy submitting this form, I understand that my data will be processed by Capgemini as indicated above and described in the <a href=\"https:\/\/www.capgemini.com\/us-en\/terms-of-use\/\">Terms of use.<\/a> &nbsp;\t\t\t<\/label>\n\n\t\t<\/div>\n\t\t<\/div>\t\t\t<div class=\"mf_field mf_field--recaptcha\">\n\t\t\t\t<div class=\"g-recaptcha\" data-sitekey=\"6Lc3OpIUAAAAADY4ErEHF0HF6Tr7vuknduDU-fbl\"><\/div>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"mf_field mf_field--submit\" >\n\t\t\t\t<div class=\"slide-button-background button-background\">\n\t\t\t\t\t<label for=\"slider-submit-_mf_492563_9061\" class=\"slide-text\">\n\t\t\t\t\t\tSlide to submit\t\t\t\t\t<\/label>\n\t\t\t\t\t<input\n\t\t\t\t\t\tid=\"slider-submit-_mf_492563_9061\"\n\t\t\t\t\t\ttype=\"range\"\n\t\t\t\t\t\tclass=\"mf_field__input slider-frm-btn\"\n\t\t\t\t\t\trel=\"_mf_492563_9061\"\n\t\t\t\t\t\tmin=\"0\"\n\t\t\t\t\t\tmax=\"100\"\n\t\t\t\t\t\tvalue=\"0\"\n\t\t\t\t\t\taria-label=\"Slide to submit\"\n\t\t\t\t\t\taria-describedby=\"slide-instruction-_mf_492563_9061\"\n\t\t\t\t\t\taria-valuenow=\"0\"\n\t\t\t\t\t\taria-valuemin=\"0\"\n\t\t\t\t\t\taria-valuemax=\"100\"\n\t\t\t\t\t\taria-orientation=\"horizontal\"\n\t\t\t\t\t\trole=\"slider\"\n\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\/>\n\t\t\t\t\t<span id=\"slide-instruction-_mf_492563_9061\" class=\"sr-only\">\n\t\t\t\t\t\tUse right arrow keys to slide, or drag right with your finger. 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This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Re-invent the customer experience with 5G - Capgemini Belgium<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/re-invent-the-customer-experience-with-5g\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Re-invent the customer experience with 5G\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/re-invent-the-customer-experience-with-5g\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini Belgium\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-27T12:40:46+00:00\" \/>\n<meta property=\"og:image\" 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