70% of businesses want simpler telecom services—Capgemini study reveals

The telecom industry is experiencing a fundamental shift as business customers demand more than traditional connectivity. Companies across various sectors now expect their telecom providers to deliver industry-specific solutions, seamless digital experiences, and robust security frameworks. As technological advancements in AI, cloud computing, and 5G redefine enterprise needs, telecom providers must transition from offering basic network services to becoming strategic technology partners.

A new report from the Capgemini Research Institute highlights the evolving priorities of telecom business customers, showing a strong preference for providers that simplify service delivery, enhance security, and introduce cutting-edge innovations. The study, which surveyed 1,000 businesses, underscores that telecom firms must rethink their value proposition to remain competitive.

How are telecom business customers redefining expectations?

The report identifies key areas where business customers expect more from telecom providers. The first major demand is for industry-specific solutions that go beyond generic connectivity services. Around 67% of organizations want telecom companies to deeply understand their operational challenges and offer tailored solutions that integrate hybrid networks, cloud platforms, and edge computing technologies.

Another critical expectation is for a more customer-centric experience. The study found that seven in ten businesses are looking for simpler and more flexible purchasing processes, along with improved after-sales support. Despite this growing demand, only 27% of businesses believe that their telecom providers currently deliver an exceptional customer experience. This gap presents a significant opportunity for telecom firms that prioritize personalization, digitalization, and service efficiency.

Cybersecurity also remains a top concern for businesses, with 72% of respondents highlighting it as a critical priority when choosing a telecom partner. As organizations increase their reliance on cloud computing and wireless networks, the demand for stronger security measures is escalating. More than half of the surveyed companies plan to invest in advanced cybersecurity solutions within the next two years, underscoring the urgency for telecom providers to integrate security into their offerings.

Why is customer experience an untapped growth driver for telecoms?

One of the most striking insights from the report is that customer experience expectations have become a deciding factor for business customers. While many companies acknowledge the importance of reliable network performance, they are also seeking greater transparency, faster service activation, and more flexible service agreements. However, only 28% of businesses currently purchase value-added services from their telecom providers, suggesting that the industry has yet to fully capitalize on this demand.

The research also highlights that nearly half of businesses are willing to pay a premium for improved customer experiences. This indicates that telecom firms that invest in better service models, digital interfaces, and proactive customer support will not only improve client satisfaction but also create new revenue streams.

How can telecom providers leverage industry-specific solutions to gain a competitive edge?

To meet the rising expectations of telecom business customers, providers must shift their focus from standardized offerings to industry-specific solutions. Different sectors have unique communication needs, from real-time industrial automation in manufacturing to high-speed, low-latency networks for financial services. By developing customized solutions tailored to these industries, telecom providers can position themselves as essential partners in their clients’ digital transformation strategies.

The report points to a growing trend of businesses seeking integrated telecom solutions that connect multiple technologies, including AI-driven analytics, cloud computing, and edge networking. Companies are no longer satisfied with standalone telecom services; they are looking for providers that offer seamless ecosystem integration, ensuring that IT infrastructure, operational technology, and communication networks work together efficiently.

What role does cybersecurity play in telecom service selection?

Security concerns continue to shape purchasing decisions, with 72% of telecom business customers considering cybersecurity a key priority. The increasing adoption of AI, cloud solutions, and 5G networks has created a more complex security landscape, exposing organizations to greater risks. Businesses are now looking for comprehensive security solutions that not only protect their data but also ensure the resilience of their communication infrastructure.

More than half of the organizations surveyed plan to invest in advanced cybersecurity services through their telecom providers in the next two years. This includes measures such as threat detection, data encryption, and AI-driven security analytics. By incorporating these security services into their offerings, telecom providers can differentiate themselves and build stronger, long-term relationships with their clients.

What must telecom providers do to stay ahead?

The evolving demands of telecom business customers indicate that providers must rethink their approach to service delivery. Investing in customer experience enhancements, expanding industry-specific solutions, and strengthening cybersecurity frameworks will be essential for future success.

The study suggests that telecom companies that embrace innovation, automation, and seamless digital interactions will have a competitive advantage. Simplifying processes, offering transparent pricing, and integrating advanced technologies will be key to driving customer satisfaction and revenue growth.

As businesses continue to evolve in a hyperconnected digital economy, telecom providers that proactively address their customers’ expectations will emerge as industry leaders. By focusing on customer experience expectations, industry-specific solutions, and advanced cybersecurity, telecom firms can redefine their role in the business ecosystem and unlock new opportunities for sustainable growth.