Capgemini-B2B脉搏-电信企业客户的六大期望（英）-2025_79页_8mb

报告摘要

B2B Pulse Summary: Telecom Industry Insights

Core Content

This report, The B2B Pulse, presents the findings of an annual study conducted by the Capgemini Research Institute, analyzing the evolving needs, challenges, and experiences of business customers in the telecom industry. The report is based on surveys of 1,000 organizations across 11 sectors and 13 countries, as well as 20 in-depth interviews with telecom and customer industry executives. It highlights the shift in expectations of telecom providers from traditional service providers to strategic partners who can deliver tailored, integrated solutions that support digital transformation and business growth.

Main Expectations of Business Customers

The report identifies six key expectations of business customers from telecom providers:

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, even at a premium.
There is a stark gap between the priority and satisfaction levels with SLA compliance and network performance.
Customization is a major differentiator, with 62% of public sector organizations and 62% of small organizations (50–100 employees) preferring customized services.

2. Simplification

51% of organizations find the telecom buying process complex.
70% expect telecom providers to digitalize the buying and servicing experience.
79% want order placement and processing to be digitalized, and 76% want product/service discovery to be digitalized.
54% of small organizations prefer full automation of the process, compared to the global average of 49%.

3. Collaboration

62% of organizations expect telecom providers to bring industry expertise and integrate IT and system support.
Three in five organizations (60%) want an orchestrated ecosystem of providers for end-to-end solutions.
40% of organizations are looking to consolidate their number of service providers, indicating a preference for fewer, more capable partners.

4. Innovation

Organizations are investing in advanced connectivity solutions such as 5G, IoT, cloud-native architectures, and AI.
They also seek telecom providers to support collaboration and productivity, unified communications, and managed cloud and analytics services.
62% of organizations expect telecom providers to be a key source of innovation.

5. Cybersecurity

70% of organizations consider cybersecurity a top priority.
They expect telecom providers to ensure robust protection for their networks, especially as more businesses move to cloud and remote work environments.
Opportunities exist for telecom providers to develop security offerings such as data security and fraud protection.

6. Customer Experience (CX)

Only 27% of organizations currently perceive their telecom providers as delivering exceptional CX.
50% are ready to pay a premium to improve CX, indicating a strong demand for better service delivery and support.

Key Recommendations for the Telecom Sector

To align with these expectations and become a strategic partner, telecom providers should:

Reimagine the portfolio and sales approach by shifting to a solution-first model with flexible pricing and AI-driven insights.
Focus on industry-specific offerings to enable vertical integration and meet unique demands.
Embrace impactful ecosystem partnerships through industry-specific alliances, open platforms, and co-innovation.
Keep CX at the heart of every action by delivering seamless omnichannel support, personalized interactions, and reliable services.
Embed or invest in advanced technologies such as edge computing, 5G, virtualization, cloud-native architectures, generative AI, and hyperautomation to provide scalable, time-critical solutions.
Prioritize operational excellence by automating processes, using data-driven decision-making, and upskilling the workforce.
Build resilience and sustainability by strengthening cybersecurity, adopting green technologies, and developing robust crisis management strategies.

Who Should Read This Report?

Executives in the telecom sector.
Decision-makers and leaders in the B2B segment.
Heads of enterprise or B2B sales, product and portfolio managers, network and infrastructure leaders, and executives responsible for customer experience and cybersecurity solutions.
Enterprise IT, procurement, and digital transformation leaders across industries reliant on telecom solutions.

Conclusion

Business customers are increasingly looking for more than just connectivity—they want integrated, tailored solutions that align with their unique operational and strategic needs. The telecom sector has a significant opportunity to evolve from a service provider to a strategic partner by focusing on solution-centricity, simplification, collaboration, innovation, cybersecurity, and enhanced customer experience. With digital transformation driving demand, telecom providers must rethink their approach, invest in technology, and build strong, agile ecosystems to meet the evolving expectations of their clients.