{"id":680926,"date":"2025-03-03T18:27:00","date_gmt":"2025-03-03T18:27:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=press-release&#038;p=680926"},"modified":"2026-01-22T07:47:12","modified_gmt":"2026-01-22T07:47:12","slug":"seven-in-ten-businesses-want-simplified-customer-experience-from-telecom-providers","status":"publish","type":"press-release","link":"https:\/\/www.capgemini.com\/gb-en\/news\/press-releases\/seven-in-ten-businesses-want-simplified-customer-experience-from-telecom-providers\/","title":{"rendered":"Seven in ten businesses want simplified customer experience from telecom providers"},"content":{"rendered":"\t\t<div class=\"wp-block-cg-blocks-hero-press-release\">\n\t\t\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t\t\t\t<div class=\"container\">\n\t\t\t\t\t<div class=\"hero-press-release\">\n\t\t\t\t\t\t<div class=\"hero-press-release-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t\t\t\t\t<div class=\"header-title\">\n\t\t\t\t\t\t\t\t\t\t<h1>\n\t\t\t\t\t\t\t\t\t\t\tSeven in ten businesses want simplified customer experience from telecom providers\t\t\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"header-description\">\n\t\t\t\t\t\t\t\t\t\t<p>Businesses expect customised, seamless, flexible, and secure experience when purchasing telecom services<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"header-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Mar 3, 2025<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"hero-press-release-downloads\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/2025_03_03_Capgemini_News-Alert_Top-expectations-of-Telco-business-customers.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">Download press release<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">117 KB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/Final-Infographic-Telco.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">Download Infographic<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">1 MB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/header>\n\t\t<\/div>\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p><strong>Paris, March 3, 2025 \u2013 The first edition of the <\/strong><a href=\"https:\/\/www.capgemini.com\/gb-en\/\"><strong>Capgemini<\/strong><\/a> <strong>Research Institute\u2019s new annual study \u2018<\/strong><a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/b2b-in-telco\/\"><strong><em>The B2B pulse: Top six expectations of telecoms\u2019 business customers\u2019<\/em><\/strong><\/a><strong>, published today, reveals<\/strong> <strong>a significant shift in business customer expectations. Most organisations across sectors expect telecom companies to go beyond connectivity services. The convergence of AI, Cloud, and 5G marks a pivotal moment, requiring operators to transition from <em>product-focused <\/em>connectivity providers to being comprehensive and client-centric.<\/strong><\/p>\n\n\n\n<p><strong>The top expectations: industry-tailored solutions, simplification and <\/strong><strong>ecosystem orchestration<\/strong><\/p>\n\n\n\n<p>Two in three business customers (67%) expect their telecom partners to demonstrate a deep understanding of specific industry challenges and provide flexible and tailored solutions that fit their needs, rather than generic services.<\/p>\n\n\n\n<p>Business customers now seek solutions that operate across hybrid networks, edge computing, and cloud environments: around three in five organisations rely on their telecom providers to orchestrate a comprehensive ecosystem that seamlessly integrates IT, support systems, and industry-specific expertise, while seven out of ten expect simpler processes solutions, along with more flexible purchasing and servicing experiences. However, only one in three organisations are currently satisfied with Service Level Agreement (SLA) compliance and network performance\/reliability.<\/p>\n\n\n\n<p>Most organisations (61%) are keen for their telecom provider to act as a source of\u00a0innovation. 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 a variety of use cases such as autonomous vehicles, smart city applications, cloud connectivity, and real-time industrial automation.<\/p>\n\n\n\n<p><em>\u201cIn today\u2019s hyperconnected world, telcos are the backbone of the digital economy. Businesses expect telecom providers to move beyond connectivity services, and offer tailored, end-to-end and flexible solutions that power digitalisation, operational efficiency, and sustainable growth,\u201d <\/em>said Praveen Shankar, Global Telecom Leader at Capgemini.<em> &#8220;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.\u201d<\/em><\/p>\n\n\n\n<p><strong>Customer experience, an untapped opportunity<\/strong> <strong>for telco provider growth<\/strong><\/p>\n\n\n\n<p>While telcos\u2019 customers are keen to access services beyond the core offerings, only 28% of organisations currently say that they purchase these services, from their provider. In their urgency to set up these value-added services only 27% of organisations say their telco providers currently deliver exceptional CX, while half are ready to pay a premium to improve it, highlighting that customer experience is still an untapped opportunity to accelerate growth and boost loyalty and innovation for telco providers.<\/p>\n\n\n\n<p><strong>Businesses rely on telecom providers for robust and reliable security safeguards<\/strong><\/p>\n\n\n\n<p>Among the various facets of telecom services, cybersecurity is a priority area for more than 70% of the organisations surveyed. With technological advancements, such as AI and Gen AI, cloudification, and wireless\/5G networks, the threat landscape for organisations is evolving rapidly and businesses are increasingly concerned about protecting their data and systems. The report highlights that enterprises are looking for comprehensive security solutions from their telecom providers, with more than half of organisations (53%) willing to invest in telecom tech services, such as implementation of advanced cybersecurity solutions, in the next 1\u20132 years.<\/p>\n\n\n\n<p>For more information or to download the report, visit: <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/b2b-in-telco\/\">Link<\/a><\/p>\n\n\n\n<p><strong>Methodology<\/strong><\/p>\n\n\n\n<p>The Capgemini Research Institute surveyed 1,000 executives, at director level or above from telecoms\u2019 business customers across 11 sectors and 13 countries in Asia\u2013Pacific, Europe, and North America. To complement the survey findings, twenty in-depth discussions were conducted with executives from the telecom industry and customer industries. The global survey was carried out in December 2024 and January 2025.<\/p>\n\n\n\n<p><strong>About Capgemini<\/strong><\/p>\n\n\n\n<p>Capgemini is a global business and technology transformation partner, helping organisations 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 \u20ac22.1 billion.<\/p>\n\n\n\n<p>Get The Future You Want |\u00a0<a href=\"http:\/\/www.capgemini.com\/gb-en\/#_blank\">www.capgemini.com<\/a><\/p>\n\n\n\n<p><strong>About the Capgemini Research Institute<\/strong><\/p>\n\n\n\n<p>The Capgemini Research Institute is Capgemini\u2019s 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 centres 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 &#8211; an industry first. Visit us at <a href=\"https:\/\/www.capgemini.com\/gb-en\/researchinstitute\/\">https:\/\/www.capgemini.com\/gb-en\/researchinstitute\/<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<div class=\"wp-block-cg-blocks-cg-block-related-content\"><section class=\"relatedContentBlock\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"related-content-heading\">Related news<\/h2><\/div><\/div><div class=\"row relatedContent\"><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Read more about 85% of banks\u2019 corporate clients plan to engage with a non-bank financial institution within the next year as competition with private capital intensifies\" href=\"https:\/\/www.capgemini.com\/gb-en\/news\/press-releases\/85-of-banks-corporate-clients-plan-to-engage-with-a-non-bank-financial-institution-within-the-next-year-as-competition-with-private-capital-intensifies\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Reports<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">85% of banks\u2019 corporate clients plan to engage with a non-bank financial institution within the next year as competition with private capital intensifies<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Mar 16, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t&lt;a class=&quot;link-download&quot; 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href=&quot;https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/01_06_Capgemini-news-alert_Consumer-Trends-report-1.pdf&quot; aria-label=&quot;Download Press Release&quot; target=&quot;_blank&quot;  type=&quot;download&quot; title=&quot;Opens in a new window&quot;&gt;\n\t\t\t\t\t\t\t&lt;span&gt;Download press release&lt;\/span&gt;\n\t\t\t\t\t\t\t&lt;span&gt;145 KB PDF&lt;\/span&gt;\n\t\t\t\t\t\t&lt;\/a&gt;\n\t\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Read more about Consumers are balancing spending on essentials with small indulgences that provide an emotional boost\" href=\"https:\/\/www.capgemini.com\/gb-en\/news\/press-releases\/consumers-are-balancing-spending-on-essentials-with-small-indulgences-that-provide-an-emotional-boost\/\">Read more about<\/a>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><\/div><\/div><\/section><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":376,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"fa0850e7-d5b1-4531-853c-fcc8f3c5f797\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"823aac8d-12e3-43d1-83b7-57d31fd58953\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"The first edition of the Capgemini Research Institute\u2019s new annual study \u2018The B2B pulse: Top six expectations of telecoms\u2019 business customers\u2019, published today, reveals a significant shift in business customer expectations. Most organizations across sectors expect telecom companies to go beyond connectivity services. The convergence of AI, Cloud, and 5G marks a pivotal moment, requiring operators to transition from product-focused connectivity providers to being comprehensive and client-centric.","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/03\/2025_03_03_Capgemini_News-Alert_Top-expectations-of-Telco-business-customers.pdf","related_resource_id":1103906,"related_resource_size":"117 KB","related_resource_type":"pdf","cg_author":0,"featured_focal_points":""},"tags":[],"press-release-type":[87],"brand":[],"class_list":["post-680926","press-release","type-press-release","status-publish","hentry","press-release-type-reports"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Seven in ten businesses want simplified customer experience from telecom providers - Capgemini UK<\/title>\n<meta name=\"description\" content=\"Businesses expect customised, seamless, flexible, and secure experience when purchasing telecom services\" \/>\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\/gb-en\/news\/press-releases\/seven-in-ten-businesses-want-simplified-customer-experience-from-telecom-providers\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Seven in ten businesses want simplified customer experience from telecom providers\" \/>\n<meta property=\"og:description\" content=\"Businesses expect customised, seamless, flexible, and secure experience when purchasing telecom services\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/gb-en\/news\/press-releases\/seven-in-ten-businesses-want-simplified-customer-experience-from-telecom-providers\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini UK\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-22T07:47:12+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/news\/press-releases\/seven-in-ten-businesses-want-simplified-customer-experience-from-telecom-providers\/\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/news\/press-releases\/seven-in-ten-businesses-want-simplified-customer-experience-from-telecom-providers\/\",\"name\":\"Seven in ten businesses want simplified customer experience from telecom providers - 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