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The B2B pulse

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Top six expectations of telecom’s business customers

The telecom sector has the opportunity to evolve from its traditional role as trusted service provider, and become a strategic partner to its business customers. But to transition successfully, telcos must understand and align themselves with the evolving values and needs of their business clients.

The B2B pulse: Top six expectations of telecom’s business customers, the latest report from the Capgemini Research Institute, gives a current overview of these evolving needs, and is based on findings from a global survey of 1,000 executives from organisations operating across 11 sectors and 13 countries in Europe, North America, and Asia-Pacific. The report also includes insights drawn from in-depth discussions with industry leaders from the telecom sector and the consumer sectors.

The report provides insights on the key issues and opportunities that can drive transformation in the telecom industry, including:

  • Tailored, simplified, and scalable solutions: Telco business customers increasingly seek more than just connectivity. They want telcos to provide customised and integrated solutions based on the organisation’s unique needs.
  • Strategic partnerships: As the role of the telco evolves from a communications service provider to a strategic partner, 62 percent of organisations now expect their telecom partner to be a source of industry expertise, integrating IT and system support.
  • Prioritising innovation: Telcos have an opportunity to become a key source of innovation, as business customers undergo digital transformation and look to invest in advanced connectivity solutions such as enhanced 5G, internet of things, besides managed services.
  • Data security and fraud protection: Among the various facets of telecom services, cybersecurity is a priority for more than 70 percent of organisations, who expect their telecom provider to ensure robust protection for their networks.

By gaining a deeper understanding of what business customers value most, telecom executives can develop a proactive approach to better align their products and services, and cement their role as indispensable strategic partners in the digital transformation of their business customers.

To learn more about the road map to secure a competitive advantage in the dynamic telecom landscape, download The B2B pulse today.

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Meet our experts

Praveen Shankar

Global Head of Telecommunications
With more than 20 years of experience in the Telecommunications industry, Praveen has been at the forefront of navigating the journey to unlock the next generation of digital solutions and accelerating transformation in Telecoms. Over the course of his career he has developed a proven track record of driving transformation, delivering innovative business solutions, increasing revenues, and creating value for clients and partners.

Frederic Vander Sande

European Head of Telecoms for Capgemini Invent
Frédéric is European Head of Telecoms for Capgemini Invent. He brings over 20 years of experience in advising senior leaders on strategy, commercial, operations, and technology questions in the telecom, media, and entertainment industries. His areas of expertise are in business planning, transformation, commercial strategy or the launch of new businesses, products & services. Some of his recent work address telecom sustainable future challenges as well as digital identity developments.

Monika Gupta

VP, 5G & Edge lead for industries, Capgemini Group
Drawing from over 25 years of telecom and IT expertise, I’m passionate about unleashing the transformative power of 5G technology for industrial clients. As a global leader at Capgemini, I guide organisations in harnessing 5G’s potential, driving data-driven digital transformation, and shaping a future where innovation knows no bounds.