2025-03-16-Capgemini-B2B脉搏-电信企业客户的六大期望（英）_80页_8mb

The B2B Pulse: Top Six Expectations of Telecom's Business Customers

Core Content Overview

This report, titled The B2B Pulse, is the first edition of an annual study focusing on the evolving needs, challenges, and experiences of business customers in the telecom industry. It highlights six key expectations that organizations have of their telecom providers, revealing critical trends and opportunities for improvement.

Main Expectations of Business Customers

1. Solution-Centricity

   • 67% of organizations expect telecom providers to offer the most effective solutions tailored to their specific needs.
   • 50% of organizations seek industry-tailored solutions, indicating a shift from one-size-fits-all offerings.
   • 62% emphasize the need for telecom providers to demonstrate market understanding and industry expertise.
   • 51% of organizations are dissatisfied with the telecom buying process, and 22% are satisfied with lead times.
   • Over half of organizations are willing to pay a premium for customized services.

2. Simplification

   • 70% of organizations expect telecom providers to simplify the buying and servicing experience through digitalization.
   • 51% find the telecom buying process complex, with 56% of small organizations expressing the same sentiment.
   • 54% of small organizations expect automation of the entire process, compared to the global average of 49%.
   • 79% of organizations believe order placement and processing should be digitalized.
   • 76% expect product/service discovery to be digitalized.

3. Collaboration

   • 62% of organizations expect telecom providers to collaborate on developing solutions and share insights on industry trends.
   • 40% of organizations want a single service provider for all their telecom needs, while 62% want to collaborate more with their providers.
   • Very large organizations are more hesitant to rely on a single provider, with only 34% currently preferring this model.
   • Telecom providers are expected to orchestrate an ecosystem that integrates IT, system support, and industry expertise.

4. Innovation

   • Organizations are investing in advanced connectivity solutions such as 5G, IoT, cloud-native architectures, and AI.
   • They are looking for telecom providers to act as a key source of innovation and offer value-added services.
   • 62% of organizations plan to invest in collaboration and productivity tools, unified communications, and managed cloud and analytics services.

5. Cybersecurity

   • 70% of organizations consider cybersecurity a priority.
   • They expect telecom providers to ensure robust protection for their networks and offer services like data security and fraud protection.
   • As businesses shift to cloud-based and remote work environments, network performance and reliability are increasingly critical.

6. Customer Experience (CX)

   • Only 27% of organizations currently rate their telecom providers as delivering exceptional CX.
   • 50% are ready to pay a premium to improve their CX, highlighting a major opportunity for telecom providers to enhance service delivery and satisfaction.

Key Recommendations for Telecom Providers

• Reimagine the portfolio and sales approach: Shift to a solution-first model with flexible pricing and AI-driven insights.
• Focus on industry-specific offerings: Develop vertical integration to meet unique industry demands.
• Embrace impactful ecosystem partnerships: Build open platforms, co-innovation, and industry-specific alliances.
• Keep CX at the heart of every action: Deliver seamless omnichannel support, personalized interactions, and reliable services.
• Embed or invest in advanced technologies: Leverage edge computing, 5G, virtualization, generative AI, and hyperautomation.
• Prioritize operational excellence: Automate processes, use data-driven decision-making, and upskill the workforce.
• Build resilience and sustainability: Strengthen cybersecurity, adopt green technologies, and develop crisis management strategies.

Who Should Read This Report?

• Executives in the telecom sector
• Decision-makers and B2B leaders
• Enterprise IT and procurement leaders
• Digital transformation leaders

The report is especially valuable for those looking to align their services with the dynamic and evolving needs of business customers, who are now seeking integrated, tailored, and strategic telecom solutions.

Conclusion

Business customers are no longer satisfied with traditional telecom services. They expect customized, reliable, and innovative solutions that integrate with their operations and support their digital transformation. The telecom industry has the opportunity to evolve from a mere service provider to a strategic partner by focusing on solution-centricity, simplification, collaboration, and advanced technology integration. By addressing these expectations, telecom providers can enhance customer satisfaction, operational efficiency, and market competitiveness.