Capgemini-B2B脉搏-电信企业客户的六大期望（英）

The B2B pulse: Top six expectations of telecom’s business customersTable of contents2Capgemini Research Institute 2025The B2B pulse: Top six expectations of telecom’s business customers04Executive Summary07Who should read this report and why?08Solution-centricity: Meeting the specific needs of business customers14Simplification: Making telecom easier for business customers3Capgemini Research Institute 2025The B2B pulse: Top six expectations of telecom’s business customers22Collaboration: Ecosystem integration and co-innovation are key 30Innovation: Business customers expect their telecom provider to be a strategic partner40Cybersecurity: Business customers seek robust protection from telecom providers44Enhanced CX: Business customers demand a responsive and seamless customer experience50How the telecom sector can seize the B2B opportunity64Conclusion65Research methodologyExecutive summary This is our first edition of the B2B pulse for the telecom industry, an annual study analyzing the evolving needs, challenges, and experiences of business customers (hereafter, referred to as organizations) across various industries. This report explores the pain points these organizations face with the telecom services and identifies six areas of improvement to help telecom providers enhance service delivery and drive business value. To understand these, we surveyed executives from 1,000 organizations across 11 sectors and 13 countries. We further conducted twenty in-depth interviews with executives from the telecom industry and the customer industries. With widespread digital transformation, the telecom sector has the opportunity to evolve from its traditional role as trusted service provider to become a strategic partner to its business customers. To transition successfully, the telecom sector must understand and align itself with the trajectories of its clients, their needs, and evolving ecosystem partners.1. Solution-centricity: Around three in five organizations expect telecom providers to better understand their markets and needs, while 67% of organizations want the telecom providers to offer the most effective solution. To illustrate, there is a stark gap between the percentage of organizations that prioritize compliance with service level agreements (SLAs) and network performance and reliability with more than seven in ten saying these are a priority, and the percentage of those that express satisfaction with these two aspects, which is only around one in three. Further, more than half of organizations would be willing to pay a premium for customized services. 2. Simplification: Organizations expect simpler solutions along with more flexible purchasing and servicing experience, as confirmed by seven in ten organizations that responded to our survey. 51% of organizations feel that the telecom buying process is complex and providers should simplify the process while only 22% are satisfied with the lead times. This calls for digitalization of many aspect