Telecom providers enter a new decade with a network evolution from 4G to 5G, and they are focusing on changing their business models to get more growth opportunities. According to Statista, the number of 5G internet of things (IoT) units sold in the B2B environment is expected to be 248 million by 2030. This expected growth shows the increasing interest of consumers as well as enterprises in 5G. With the 5G network’s capabilities, such as greater speeds, support for massive endpoint connectivity, and the ability to process higher volumes of data with low latency, telecom providers can enable enterprises to offer flawless customer experience (CX) even in B2B environments.
The business-to-business customer experience (B2B CX) is one of the focus areas for most B2B companies globally. With the increasing demand for online and digital services, B2B enterprises started to shift from traditional methods to customer-led innovation methods, to enhance their touchpoints and provide a smooth and flawless experience for their vendors and business customers. With the introduction of the 5G network, customers started to demand an effortless and personalized B2B digital experience. Owing to the rising demand, traditional B2B organizations are moving toward the simplification of the complex process using 5G capabilities for instant user satisfaction.
Importance of 5G in B2B Customer Experience
5G is a platform for B2B enterprises to innovate every industry vertical with products and services that go beyond connectivity alone. With 5G’s technological advancements of delivering high speeds, higher connection density, and low latency, telecom companies help B2B enterprises launch new advanced products in the marketplace. B2B companies are looking at the 5G technology as a solution for their critical productivity and customer experience challenges. Telecom providers play a crucial role in enabling B2B companies to tackle the complexity of the 5G network and check various components involved in the 5G customer experience process holistically before they adopt the 5G technology. With 5G offering increased reliability, performance, and efficiency, B2B organizations need to focus on meeting all customer expectations by delivering better enterprise customer experiences.
Moreover, the deeper entrenchment of the 5G technology in day-to-day lives can lead to the proliferation of other technologies, like big data, augmented and virtual reality, and cloud computing. Although the effective capabilities of 5G are the direct result of significant investment by telecom operators into spectrum and infrastructure, when it comes to 5G services, the differentiating factor is the customer experiences enabled through the 5G network. With present-day consumers demanding real-time interactions and pinpoint accurate, personalized engagements, 5G is the only solution that can pave the foundation to fulfill customer experience requirements in the B2B environment.
How Can 5G Help B2B Companies Boost CX?
In the modern digital world, B2B companies should make sure that their vendors and customers have access to crucial information, like their profile, subscriptions, order status, AI-powered recommendations, billing, and ticket history, which will help them to perfect customer experiences. B2B enterprises must have a human-centered approach while creating user journeys on digital channels to deliver a flawless experience for their customers and vendors. Let’s check how B2B companies can boost customer experiences with the 5G technology.
1. Fulfilling Customer Expectations
Reliability is one of the main challenges faced by customers while using the 4G network. According to a survey conducted by PwC, around 43% of customers reported that the internet on their mobile devices is not always strong. With the introduction of 5G, this problem can be solved, and customer expectations can be fulfilled. Offering flawless customer experience through the 5G network can heighten customer expectations. So, companies need to be ready to identify their new requirements and respond in real time in order to maintain the customer experience.
Also see: Simplifying the deployment and utilization of 5G applications for better consumer experience
2. Offering Video Support
Downloading and streaming mobile videos have been very popular among the new generation. The 5G network can support the new era of mobile videos with its capabilities, such as low latency and faster network speeds. For B2B companies, offering video support to customers and vendors will open the door to more efficient customer service, thereby enhancing the overall customer experience.
3. Using More Smart Devices
The increasing use of the 5G network will accelerate the growth of the smart device market. At-home troubleshooting will be a major benefit of the increasing use of smart devices. For example, devices can independently identify errors or maintenance requirements and alert customers before the issue gets pervasive. With the help of smart devices, B2B companies can enhance their customer experience by proactively identifying and solving problems.
4. Utilizing AR/VR Technologies
The 5G technology’s high speed can support B2B companies to move their applications to the cloud and allow the widespread usage of VR/AR technologies for improved customer experiences. As the VR/AR growth solely depends on the pace of customer and brand adoption, the 5G network plays an important role.
Also read: Introducing HeadSpin 5G Labs
5. Leveraging AI and Data Science Capabilities
AI and data science are the most common advanced technologies used by B2B organizations to track customer patterns and personalize customer experiences. The 5G network can help enterprises increase the volume of data they gather and the speed at which artificial intelligence technology can process it. Moreover, with these advanced technologies, B2B companies can introduce personalization based on customer data profiles to improve customer experiences.
Why is HeadSpin Crucial for Improving 5G B2B Customer Experience?
Delivering flawless customer experiences can get very complex due to infrastructure fragmentation and third-party dependency, ranging from varying OS and device locations to network traffic and content delivery. HeadSpin offers a solution that enables B2B companies to perform effective digital experience monitoring and deliver industry-standard customer experiences.
Let's check some of the features of the HeadSpin Platform that support B2B companies deliver flawless customer experiences in the 5G environment.
1. Root Cause Analysis with Data Science Capabilities
Gathering data and monitoring it is important for enhancing customer experiences. HeadSpin’s AI engine helps B2B companies to automatically identify errors and analyze root causes on every stack layer. This will support them in getting a comprehensive report on all issues with actionable insights to help quickly resolve the problems.
2. Real Device Testing
With the HeadSpin Platform, B2B enterprises can test their apps and websites on real devices. This feature will make sure that test results are always accurate. HeadSpin’s devices are in around 90+ locations worldwide, on the real carrier and Wi-FI networks, which will help B2B companies to perfect their customer experiences worldwide.
3. Remote Access to Empower Global Teams
B2B organizations can empower their global teams by giving remote access to real devices located in various parts of the world. With this feature, HeadSpin can help enterprises to increase collaboration among development and testing teams to deliver great customer experiences.
4. Performance and UX Issue Reporting
HeadSpin AI-based Platform can enable B2B enterprises to get complete visibility into their devices to detect and fix issues with performance and functionality in every stage of the development and QA process. With HeadSpin, enterprises can automate user journeys and identify possible errors. This will help them to resolve issues proactively and deliver flawless customer experiences.
HeadSpin has supported many enterprises in the telecom industry with its unique capabilities to deliver flawless customer experiences. Recently, a leading American provider of technology and communication services was looking for a solution to test streaming applications from remote locations and perform 5G edge evaluation. HeadSpin deployed an on-premise solution with iOS and Android mobile phones in the company's home networks across three different locations in the US. With the help of HeadSpin's unique capabilities, the company was able to get a holistic view of the performance of applications, devices, and networks. The company also identified 5G application edge issues in the home network and was able to enhance its user engagement by 65% with the HeadSpin Platform.
Check the webinar hosted by experts from HeadSpin and Ericsson to learn how to accelerate digital adoption and enhance consumer engagement in the 5G experience economy.
Every business has become a digital business, with over 62% of sales being influenced by digital and customer experiences. Customers have become used to flawless end-user experiences. Moreover, with the introduction of the 5G technology, the expectations of customers will increase more than ever. B2B companies have to be prepared to fulfill the rising demand for flawless customer experiences and services.
HeadSpin is a unique Platform that combines data science insights and global device infrastructure to enable B2B companies to perfect their digital experiences during the engineering cycle. HeadSpin's data science Platform has the ability to assess over 130 performance KPIs, analyze root causes of poor experience issues, and recommend solutions to address them. By using HeadSpin, many B2B companies have enhanced their customer experience, reduced time to market, and optimized the cost of their digital applications.
Q1. What is enhanced mobile broadband?
Ans: Enhanced mobile broadband (eMBB) is one of the defining characteristics of 5G. It enables new data-driven experiences requiring high data rates, thus, resulting in faster and better customer experiences.
Q2. What is massive machine-type communication?
Ans: Massive machine-type communication (mMTC) is a type of communication between machines over wired or wireless networks where data generation, information exchange, and actuation take place with minimal or no intervention from humans.
Q3. What is ultra-reliable low latency communication (URLLC)?
Ans: Ultra-reliable low latency communication (URLLC) is a subset of the 5G network architecture that helps companies efficiently schedule data transfers, achieve shorter transmissions through a larger subcarrier, and schedule overlapping transmissions.