[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/12\/stats-and-telco-trends-2022\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/12\/stats-and-telco-trends-2022\/","headline":"Telco trends 2022: Customer revolution arrives, silos come tumbling down","name":"Telco trends 2022: Customer revolution arrives, silos come tumbling down","description":"Top telco trends 2022: New revenue streams, digitization like AI and IoT, changing mobile consumption trends, and enterprise connectivity.","datePublished":"2021-11-12","dateModified":"2025-01-30","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/jenn-vande-zande\/#Person","name":"Jenn Vande Zande","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/jenn-vande-zande\/","identifier":229,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/ef76ed873963201b65acc65a3cb353caa294225a4e9a8427f011077842dd955c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/ef76ed873963201b65acc65a3cb353caa294225a4e9a8427f011077842dd955c?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/11\/telco-trends_1200x375.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/11\/telco-trends_1200x375.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/12\/stats-and-telco-trends-2022\/","video":{"@context":"http:\/\/schema.org\/","@type":"VideoObject","@id":"https:\/\/www.youtube.com\/watch?v=jmEZ-wcpdWU#VideoObject","contentUrl":"https:\/\/www.youtube.com\/watch?v=jmEZ-wcpdWU","name":"VIKING reshapes the Future of your Workplace","description":"VIKING Reshaped the Future of B2B Retail by Creating an Easy Shopping One-Stop with SAP Commerce Cloud. \n\nLearn how #VIKING has expanded its leadership by leveraging SAP Commerce Cloud and become even more of a top-of-class customer friendly and one-stop easy shopping source for everything their customers need. \n\nLearn more about\u2026  \n\nSAP Named a Leader in 2021 Gartner\u00ae Magic Quadrant\u2122 for Digital Commerce http:\/\/sap.to\/6056yC8pp  \n\nSAP Commerce Cloud: http:\/\/sap.to\/6057yC8pV","thumbnailUrl":["https:\/\/i.ytimg.com\/vi\/jmEZ-wcpdWU\/default.jpg","https:\/\/i.ytimg.com\/vi\/jmEZ-wcpdWU\/mqdefault.jpg","https:\/\/i.ytimg.com\/vi\/jmEZ-wcpdWU\/hqdefault.jpg","https:\/\/i.ytimg.com\/vi\/jmEZ-wcpdWU\/sddefault.jpg","https:\/\/i.ytimg.com\/vi\/jmEZ-wcpdWU\/maxresdefault.jpg"],"uploadDate":"2021-09-20T15:02:47+00:00","duration":"PT1M34S","embedUrl":"https:\/\/www.youtube.com\/embed\/jmEZ-wcpdWU","publisher":{"@type":"Organization","@id":"https:\/\/www.youtube.com\/channel\/UCJ-J9ws028X7ASicv0-r8dQ#Organization","url":"https:\/\/www.youtube.com\/channel\/UCJ-J9ws028X7ASicv0-r8dQ","name":"SAP Customer Experience","description":"The official SAP Customer Experience (SAP CX) YouTube channel.  \n\nCheck out product demos, executive presentations, great customer experiences, customer and partner stories and more!\n\nSAP privacy statement for followers: www.sap.com\/sps \n\nFor more information from SAP Customer Experience or to have someone from SAP Customer Experience contact you please go to: cx.sap.com","logo":{"url":"https:\/\/yt3.ggpht.com\/Xh1UKLBf2zMxSEnvtd-X9C7nv3-dc9FCbfDkMhrO6DSRQYKMH_rdLPYabMMsf9FRYSmNTbVNow=s800-c-k-c0x00ffffff-no-rj","width":800,"height":800,"@type":"ImageObject","@id":"https:\/\/www.youtube.com\/watch?v=jmEZ-wcpdWU#VideoObject_publisher_logo_ImageObject"}},"potentialAction":{"@type":"SeekToAction","@id":"https:\/\/www.youtube.com\/watch?v=jmEZ-wcpdWU#VideoObject_potentialAction","target":"https:\/\/www.youtube.com\/watch?v=jmEZ-wcpdWU&t={seek_to_second_number}","startOffset-input":"required name=seek_to_second_number"},"interactionStatistic":[[{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=jmEZ-wcpdWU#VideoObject_interactionStatistic_WatchAction","interactionType":{"@type":"WatchAction"},"userInteractionCount":479}],{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=jmEZ-wcpdWU#VideoObject_interactionStatistic_LikeAction","interactionType":{"@type":"LikeAction"},"userInteractionCount":10}]},"about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/b2b\/","name":"B2B Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/B2B_e-commerce"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/","name":"Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Commerce","http:\/\/www.wikidata.org\/entity\/Q26643"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/commerce-general\/","name":"Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Commerce","http:\/\/www.wikidata.org\/entity\/Q26643"]},"Commerce Cloud",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-engagement-58\/","name":"Customer Engagement","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_engagement","http:\/\/www.wikidata.org\/entity\/Q5196451"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/marketing\/customer-engagement-marketing\/","name":"Customer Engagement","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_engagement","http:\/\/www.wikidata.org\/entity\/Q5196451"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},"Customer profiles: Customer Identity + Access Management (CIAM) for B2B and B2C",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/industries\/","name":"Industries","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Industry","http:\/\/www.wikidata.org\/entity\/Q2976602"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/intelligent-enterprise\/","name":"Intelligent Enterprise","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Intelligent_enterprise","http:\/\/www.wikidata.org\/entity\/Q6044119"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/omnichannel\/","name":"Omnichannel","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Omnichannel","http:\/\/www.wikidata.org\/entity\/Q16999365"]},"Telco",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/trends-commerce\/","name":"Trends","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Fad","http:\/\/www.wikidata.org\/entity\/Q787045"]}],"wordCount":2350,"keywords":["2022 Trends","B2B Commerce","Telco","Trends"],"articleBody":"The future of the telecommunications industry is a starkly different landscape than even three years ago, making telco trends for 2022 more of telco must-haves.Multiple factors play a huge role in the very survival of telcos within the upcoming decade, including:Changing consumer habits and preferencesCyber-security and regulatory complianceIncreased competitionAs telcos double-down on infrastructure, there’s also a need to align with overall business goals and priorities.Simply put: Silos must be removed for telcos to be relevant in the future.The future of telecommunications and telco trends in 2022Leveling the digital divide: AI, Iot, 5G, and Wifi 6 networks will spur opportunity + growthConnectivity matters – people want to stay in touch with those they care about.In the future, unlimited connectivity will become a must for telcos, and technologies like smart homes powered by AI and integrated with Iot will need to be included.5G will enable:Richer augmented + virtual realitiesCompletely autonomous vehiclesHigher resolution videoConnected IoT networks (think: smart cities)The expansion of 5G and Wi-Fi 6 networks will offer connectivity in areas that have previously been difficult to reach, further driving connectivity and offering global opportunities to improve businesses, governments, and the lives of people around the world.Remote workers, manufacturing, telehealth, and education will likely reap big benefits of this telco trend.While 5G will solve bandwidth demands, it’s up to telcos to select the right revenue streams today to help their companies grow tomorrow.Word of mouth, including good and bad comments, has the most impact on the volume of business of TV and internet service companies \u2013 to the tune of US $172 million.Source: ROI of Customer ExperienceGetting to what matters: Winning the hearts of consumersToday’s consumers don’t just consider each of their interactions with a business when deciding who to select – they also factor in how a brand portrays itself, what it stands for, and how serious a brand is about cyber-security.With the evolution of 5G, telcos must consider new services and revenue streams, as well as their overall customer experience.Over three years, U.S. TV + internet service companies can gain $633 million, while streaming media services can gain $777 million by modestly improving the experience they deliver to customers.Source: ROI of Customer Experience      Give people what they want: A sustainable business model                Consumers, investors, and partners are increasingly making decisions about your company based on a sustainable business model. Here, we examine the rise of sustainability as a business value.      More than a telco trend: Customer experience is the great brand equalizerEvery interaction with a brand matters when it comes to overall perception of a company.From the perspective of the customer, different divisions of your organization don’t matter to them – if they have a bad customer service experience, they don’t care if it’s because you couldn’t access their complete customer profile – they only care that your brand didn’t or couldn’t help them.That’s why breaking down silos to transform into an intelligent enterprise that includes end-to-end business processes is so important today.82% of telecom consumers would consider alternatives if they experience a poor customer journey. 27% of them would abandon the purchasing process entirely.Source: US Telecom Report      What is customer experience in 2025: Definition, strategy, examples                Everything you need to know about customer experience, including: CX meaning, tools, strategies, measurements, and real life examples.      The Un-carrier Movement: Sparking a revolution \u2013 with people at the heartWhen T-Mobile launched their Un-carrier movement in 2013, at the heart of it was an effort to become truly people-centric. That ethos delivered the telco giant 22 million new customers in only the first two years.Their focus on solving customer pain points and continually delivering products and services to ease those areas of friction has proven to be a boon.And their genuine concern for people doesn’t stop at the people who purchase from them \u2013 they’ve fostered a culture within their business to support and empower their employees, and built an empathetic and supportive workforce, from customer service reps to the c-suite.T-Mobile has also recognized that WFH is a core element of the future of work \u2013 and government \u2013 and have recently launched products focusing on solving pain points for enterprises, public sector, and citizen engagement.      Citizens want a connected public sector, especially in times of crisis                A connected public sector is critical, especially during a crisis. Organizations need tools to get employees and constituents the resources required to respond quickly and work toward recovery.      Customer service: The heart of your enterpriseCustomer satisfaction has always been important to any kind of business growth, but in an era of 24\/7 connectivity, it’s more important than ever. Consumers expect a lot from brands – and have eternal brands to choose from.Service must be part of each step of their journey, from search through post-purchase and beyond.More than pricing \u2013 and the product itself \u2013 service is the biggest driver of customer loyalty.      What is customer service in 2025: Definition, benefits, and examples                More than pricing, and even the product itself, customer service is a huge driver of customer loyalty. Discover all you need to know about customer service in this deep dive.      92% of adults in the U.S. say they’d switch to another company after three or fewer negative customer service experiences.Source: Customer Service Expectations SurveyDiscover the ROI of modernizing your customer service with Service Cloud HERE.How to make a workplace work \u2013 wherever it is, and whoever you areProviding a modern workplace means enabling a single source of truth for everything employees and customers need \u2013 whether it\u2019s products, services, or solutions. This ensures more productivity, efficiency, sustainability, and cost effectiveness across the board.By delivering top-of-class customer service via the SAP Commerce Cloud, VIKING was able to improve the customer shopping experience and introduce additional services and revenue streams.This content is hosted by a third party ( www.youtube.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew Window      How to manage millennials and Gen Z at work                Do you know how to manage Millennials and Gen Z at work? You should - they already make up almost half the full-time workforce.      B2Boom: Telcos regain control with the right softwareAs the decade unfolds, it will give further way to network edge applications, which will benefit from 5G\u2019s ability to provide the right latency, speed, and battery power.Meanwhile the customer journey and CX will expand to personal experiences on the edge of the smart network touchpoints as telco trends evolve throughout 2022.When it comes to telcos, B2B offers greater net profits, and an enterprise and customer base that will spend more for services that are specialized.      Lessons learned: How B2B industries tackled COVID challenges and won                Find out how B2B industries like manufacturing and high tech transformed amid the pandemic. Manufacturers had an important realization: Your buying experience should be simple, even if your products aren\u2019t. This is a valuable takeaway for every industry.      SAP customers generate 87% of total global commerce and 94% of the world\u2019s 500 largest companies are SAP customers.Sources: Primary: BRI, Secondary: Public Company Financial Statements, S&P Global Market IntelligenceIn the past, telcos often couldn’t make the financial case for digital investments with regard to B2B. And when investments were made, it was often fractured and siloed \u2013 a common situation when trying to merge legacy software with modern technologies.But as telcos shift to cloud-based applications and services, they’re learning that it’s not a slight change \u2013 it’s an entirely new way that clients want to engage and do business.The biggest players in the B2B space have some shared basics \u2013 and yes, you’ll find that customer data is a common theme:CIAM (Customer Identity and Access Management), that allows simple authentication, single-sign-on, and permissions managementA complete view of the customer, with data centralizedA common data catalog      Getting started with CDP: 5 important factors                CDPs are one of the fastest growing technology solutions in the market, and it\u2019s easy to see why. Let's take a closer look at the advantages of customer data platforms that are spurring their growing adoption by companies.      Once the above fundamentals are established, digital investments start to make much more sense, and it becomes easier to:Foster collaboration between sales and service, driving customer satisfaction and bottom lines, thanks to cross- and up-selling opportunities.Integrate marketing automation with social platforms and CRMGain new insights into product lifecycle and developmentPlan sales cyclesTelcos must break their organizational silos and streamline processes between IT services and other divisions of their companies \u2013 complete integration of telco and IT is needed for business growth.      As third party cookies crumble, IT teams must seize 3 opportunities                With the upcoming end of third-party cookies, IT teams have a unique opportunity to\u00a0amplify their impact\u00a0on revenue growth and customer experience.\u00a0Read more to find out why\u2026\u00a0\u00a0      Customer data and personalization: Can you hear me now?Today consumers want personalized offers, and they also want control of their own personal data.22% of consumers are happy to share some data in return for a more personalized service or product.Source: Rise of mass personalizationBusinesses need data to drive those contextual experiences, so it can be a fine line for brands to walk when it comes to balancing customer expectations.Fortunately, there’s some great solutions to help companies when it comes to customer data and personalization: CDP (customer data platforms) and CIAM (Customer Identity and Access Management).50% of sports fans want to control content on their mobile device, including unique camera angles. 70% are willing to receive ads + promotions on their mobile device when engaged with relevant event content and services.Source: Digital Fandom- Are you ready?      What is CIAM: Benefits, security features, build vs buy decision in 2025                What is CIAM, and how can it protect your business and boost CX? This guide has everything you need to know about CIAM.      Savvy 2022 telco trends: Service models + e-commerce offer big opportunities for revenueElectronic consumer brands have seen e-commerce skyrocket in importance, thanks to the ability to meet evolving consumer demands and behaviors.The global e-commerce market for consumer electronics is $415 billion, and in 2021, almost two billion consumers bought at least one TV, smartphone, radio, or laptop.Brands that focus on creating experiences, products, and services that revolve around solving customer pain points (home security, simple oversight of plans with multiple users, data security) will be the big winners in the future.This reality makes it mission-critical that telecommunication companies focus on subscription services that go beyond the product or service, and merge with customer needs, media, and content to strengthen customer engagement and brand loyalty.      Use real-time customer insights to understand and solve pain points                The key to building lasting customer relationships? Learn how to unlock real-time customer insights and pain points based on data with a CDP.      Digital marketplaces + commerceThe earliest marketplaces known to humankind were once community-based locations where vendors traveled to set up booths and sell their goods. Today, we’re returning to the community concept with the rise of digital marketplaces.Digital marketplaces and social commerce play a huge role in how consumers make purchases \u2013 social commerce is an $89.4 billion industry that\u2019s expected to be worth to be worth $604.5 billion by 2027 \u2013 and many of those shoppers are using their phones to make those purchases.Consumers expect that they’ll be able to continue their journey with sellers across devices seamlessly, and if they can’t, they’ll go elsewhere to shop.Retailers that provide frictionless purchasing can achieve a 48% improvement in revenue growth.Source: Customer Friction factor Study      What is mobile commerce: M-commerce definition, stats, benefits                Actually talking on the phone...not so much. But consumers are choosing mobile commerce for more than half of their e-commerce purchases today - and that number only looks to get bigger. See the trends behind the rise of m-commerce.      Listen up: Beyond 2022 telco trendsProducts and services have become commodities in a lot of industries like telco, insurance, and utilities.How can companies differentiate by expanding into new business models or enlarging their portfolio? We’ve got the solutions in this podcast:This content is hosted by a third party ( player.simplecast.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowSAP customers with a high level of digital maturity in the telecommunication services industry improved their cost 13% (as a percentage of revenue) over the past five years.Sources: Primary: BRI, Secondary: Public Company Financial Statements, S&P Global Market IntelligenceIn their quest to get closer to customers, it seems like every business is racing to achieve a 360-degree customer profile. Extending well beyond telco trends, this could actually be cited as a business trend.But is this achievable given the velocity, volume, and variety of customer data available today? How can a business best unify data sources, gain insights, and hyper-personalize engagements in real time? This podcast episode has the answers:This content is hosted by a third party ( player.simplecast.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowSAP customers in the telecommunication services industry generate a combined revenue of US$1.4 trillion and 97% of the telecommunication services industry’s total revenue.Source: IDC Review of SAP \u201cBest Run Intelligence\u201d Methodology, April 2021Break beyond telco trends and become the gold standardDiscover the benefits of SAP Customer Experience for telcos, a TM Forum compliant solution:Digital-firstUnderstand your customer \u2013 completelyBuild loyaltyTrusted source of dataAI and real-time engagementOnly enterprise that can offer a complete back to front office solutionFrom the most niche of industries to governments, SAP helps each run their best.  Regain control of your business.From manufacturers to high tech,innovation drives B2B success.And it starts HERE."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"11","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/11\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"12","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/11\/\/12\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Telco trends 2022: Customer revolution arrives, silos come tumbling down","item":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/12\/stats-and-telco-trends-2022\/#breadcrumbitem"}]}]