Trends in the Communications Industry

Streamlined experiences, network monetization and better service has never been more important.

Chapter 1: Focusing on customer satisfaction will help build trust and reduce churn

Technology companies are showing signs of healthy growth in some early moves into the communications industry. This is pushing traditional providers to rethink customer experiences. Consumers view technology companies as solutions providers who help them accomplish the tasks of daily living. They enhance customers’ lives with services and hardware that they use multiple times throughout their day. Apps, services, and hardware have become part of customers' routines and forge a deep loyalty with big tech brands. When people want to listen to their favorite song, get directions to their favorite restaurant, or buy a gift for their best friend, they turn to big tech solutions to get things done. This is despite the fact that in most cases, people are using a communications service provider in order to access these services.

Chapter 2: Providers are investing in network modernization

As more of our personal and professional lives move online, it’s imperative that providers meet business and consumer needs for greater bandwidth with faster throughput, lower latency, and improved reliability. Next-generation technologies like 5G and fiber have companies across multiple sectors excited about the opportunities these services may provide to meet consumer needs and expectations.

67 %
percentage of customers willing to pay more for wireless services offering 5G.

Chapter 3: Digital transformation unlocks efficiency and customer satisfaction

While 90% of employees agree or strongly agree that their company makes it easy to communicate internally to resolve customer cases faster, this is not having a strong enough impact on overall customer satisfaction. Only 62% of customers feel satisfied with their current providers.