Industry spotlight: Delivering flawless experiences with 5G

5G is poised to deliver the “total experience” with faster speeds, more bandwidth, and lower latency that create a more seamless customer experience. Find out why it matters and what comprises a sound plan to make that happen.

It’s here to stay: 5G is poised to shake up how companies do business and engage with their customers and partners. Because of its improved capabilities¹ such as faster speeds, more bandwidth, and lower latency, 5G is a game-changer in delivering the total experience for both B2C and B2B engagements.

Why do businesses need to be able to provide that “total experience”, and how can 5G help them create it?  To maximise 5G’s benefits, service providers need to rethink the service experience accordingly.

According to Ericsson,² enterprises expect 5G to positively impact business outcomes with better insight; improve productivity; accelerate the use of automation; enhance how applications perform; and create new experiences for customers.

Meeting these expectations, and subsequently increasing customer satisfaction, have become the overarching aim of transformation initiatives for CSPs across the globe.

To meet these lofty goals, 5G-powered digital transformation needs to evolve to meet increasing expectations as the technology progresses. To be able to do that effectively, companies need a better understanding of what the shift to 5G takes, the parts that comprise its ecosystem, and the right partner that understands their needs and knows the ins and outs of the whole 5G journey.

Before adopting the transformative potential of 5G for one’s own purposes, one should review the building blocks of a 5G ecosystem.

Businesses must be careful to distinguish the “what” of the 5G ecosystem against the “who”.³    

The former comprises the 5G network itself, and the technologies it enables: cloud computing, edge computing, artificial intelligence, machine learning, and the Internet of Things, among others. The latter includes 5G players like telcos, cloud providers, equipment manufacturers, software vendors, and systems integrators.

A harmonious relationship among all these interrelated components interrelated components can help users target specific areas for improvement. Companies can launch new products or services to their customers, backed by components of the 5G network such as digital device providers and innovators; Independent Software Vendors (ISVs); and hyperscalers. The seamless connectivity between parts of the 5G ecosystem will enable countless ways to collaborate.

5G can create opportunities for better customer satisfaction in ways never before seen. 5G will allow for widespread access to video support, more smart devices (IoT) and increased ability to troubleshoot via self-service, greater proliferation of AR/VR capabilities, and better big data processing power. These use-cases represent examples wherein customers directly engage with and experience the benefits of 5G.

Moreover, 5G has also has the potential to transform back-end retail operations that benefit the entire business - down to the retail customer experience. Global Banking and Finance says that this includes improved productivity and efficiency by enhancing back-end business operations that pave the way for the next generation in payment methods.⁴ 

Down the line, this will also equip small businesses for the impending digital shift and strengthen its remote retail workforce.

Tapping into 5G’s transformative powers will enjoy higher chances of success, if implementing businesses know how to maximise 5G’s best features and ensure the whole 5G ecosystem is in place.

5G can only be successfully monetised and optimised if its users know how to maximise its best features. This calls for partnering with a company that knows how it works for the business; this can expedite onboarding for business owners, and help transmit 5G’s benefits and insights to the staff afterwards. The whole journey can be complex and highly rewarding, as onboarding 5G  opens businesses to greater possibilities for delivering the total customer experience.

Singtel 5G maps out the phases of the journey for partner businesses in easy-to-follow steps, while providing holistic guidance for its partners throughout the whole journey. Businesses can start with a primer on what 5G is; explore the technology and understand how 5G works; co-create the use case, and eventually validate and activate the technology in their operations. From discovery to deployment and everything in between, we are fully equipped to help businesses maximise the 5G network, creating beneficial results that will be felt by end-users and customers.

The right partner can help businesses tap into 5G’s full potential, creating memorable and meaningful customer experiences while minimising its risks. Speak to us to take the first step on your 5G journey.


Sources

¹ The Future of Commerce, The benefits of 5G for customer experience are game-changing, 2021.

² Ericsson, Why the 5G B2B customer experience must evolve, 2022.

³ Deloitte, Take 5: The 5G ecosystem, 2022.

⁴ Telus International, Five ways 5G will impact the customer experience, 2020.

⁴ Global Banking and Finance, 5 ways 5G will transform the retail industry and customer experience, 2021.