CUSTOMER CENTRICITY IN TOMORROW’S WORLD HOW 5G WILL TRANSFORM CUSTOMER SERVICE

Swapnil Saurav

Abstract: 5G offers enormous potential for both consumers and industry As well as the prospect of being considerably faster than existing technologies, 5G holds the promise of applications with high social and economic value, leading to a ‘hyperconnected society’ in which mobile will play an ever more important role in people’s lives. The technical requirements that necessitate a true generational shift are sub-1ms latency and >1 Gbps downlink speed. Achieving sub-1ms latency is a hugely exciting challenge that will define 5G. In this paper, I explore how technology is changing consumer dynamics and show how businesses have an opportunity to influence persistency, retention and expectations through improved customer engagement. I discuss the strategic paradigm by proposing a framework and discussed about the operational areas where the businesses can become more customer focused: developing customer-centric models, applying advanced segmentation and data analytics to design an effective customer experience, harnessing the power of digital in an integrated channel strategy, and shifting to a new culture of innovation that will drive growth and competitive advantage

Keywords: 5G, Mobile and wireless communication, Mobile computing for future, Customer centricity, Brand positioning, customer segmentation

DOI: https://doi.org/10.15623/ijret.2015.0417001