As we make our final steps towards the end of 2024, we look back at the telecoms landscape and the transformations that have occurred with a focus on the forever changing tides of consumer behaviour and demands. In this article we will explore these changes and how telecoms service providers have responded.
A Customised Experience
Unfortunately, the one-size-fits-all approach by Telco’s (telecoms service providers) is no longer fit for the consumers of 2024. What was and is still being witnessed throughout the year is more and more organizations looking for telecoms solutions that are tailored to that organizations’ personal needs.
Through the use of data analytics and AI, Telco’s are trying to understand each customer and their needs better with the goal of recommending services that are fit for each customers’ unique needs.
Remote and Hybrid Work Models
Since the COVID-19 pandemic, remote and hybrid working styles have continued to grow in popularity and as this became greater and greater, so did the demand for reliable, robust and affordable telecoms services. As mentioned above, customers are looking for telecoms services that are tailored to their needs and this isn’t just the case for organizations, it’s the case for individuals as well.
Telco’s met this growing demand through the upgrading of their networks to ensure that they can handle the increase demand on their infrastructure by their customers. Some of these upgrades included; enhancing 5G capabilities, expanding their fiber-optic reach, improving customer service. Telco’s have also added service offerings that meet the different needs of those making use of remote and hybrid working models, ensuring that those customers also feel that their needs are being catered for.
The Streaming Boom
As we know, the world is becoming more connected and the number of users that previously didn’t have access to telecoms services are decreasing due to the number of users gaining access to telecoms services increasing. With access to telecoms services, comes the opportunity to access streaming services which is growing in popularity as the years go by, adding pressure to Telco’s and the quality of service they’re providing. New and existing customers are demanding faster internet speeds and more reliable connections at an attractive price point, pushing Telco’s to develop solutions to fulfil these demands or lose out to their competitors.
Many Telcos took this challenge in stride and not only enhanced their existing services to better suit their customers’ needs, but established partnerships with popular streaming platforms in order to provide their customers with bundled packages at a better rate.
It’s clear that the telecoms industry faced many challenges throughout the year, but Telcos that kept a close focus on their customers, while reassessing their offerings and embracing changing needs were not only able to meet their customers’ newest demands, but played a hand in shaping the telecoms industry as well.