Reconnect with telco customers

The future is calling

Our need to stay connected has not changed in the wake of COVID-19. In fact, never has it been so important. Capgemini Research Institute released a report with pragmatic guidance on how organizations can take action on the things that matter during the pandemic.

In our previous reports, we reviewed the future of work and emerging business models. For telecom operators, the future means unprecedented demand for connectivity. For this report, we surveyed over 6,300 consumers who use both mobile and fixed broadband services. Our goal was to understand how connectivity needs and purchase criteria are impacted by this health crisis and what changes they expect from their operators’ online and offline sales and service experience.

The findings concluded that consumers’ connectivity needs are evolving as a result of the pandemic. Remote work and education have become essential aspects of their lifestyles, however, less than half (48 percent) of consumers believe that they are receiving adequate connectivity services to meet their needs. Telecom companies play an essential role in helping consumers adapt to the new way of life. Additionally, telecom brick-and-mortar stores will need to comply with heightened health and safety concerns while renewing focus on the digital experience. Digitally mature companies are well-placed to meet these changing customer expectations, while others risk being left behind unless they rapidly transform efforts.

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