How 5G will transform Customer Experience in Mobile Technology

How 5G will transform Customer Experience in Mobile Technology


5G technology, a new wireless advancement promises to transform how people utilize the internet through the amazing fast connection speed, the ability to connect with millions of gadgets per square kilometer, and lower latency. With its higher performance, efficiency, and reliability, 5G technology will soon be a massive boon to various businesses to meet their higher customer expectations. Let us see about 5G Customer Experience.

The deeper entrenchment of the 5G technology will also be a higher proliferation of other latest technologies such as Augmented and Virtual Reality, Big Data, the Internet of Things (IoT), and Cloud Computing.

The blog provides insights on the essential elements of the technology and its benefits to businesses. Furthermore, readers can understand what is 5g technology? and how this new technology can drive value for the clients and genuinely augment the user experience.


The technical element of 5G

  1. Enhanced Mobile Broadband (eMBB)

Enhanced Mobile Broadband (eMBB) is the part of 5G that supercharges connectivity, especially for today’s smartphones, giving consumers access to extremely fast network speeds and bolstered capacity.

Enhanced Mobile Broadband is the main element of the 5G that boosts connectivity and enables customers to access high-speed networks with good speeds and bolstered capacity.

  1. mMTC (massive Machine Type Communications)

Massive Machine-Type Communications enables one million smart devices connection and sensors per square kilometer without overloading the network.

  1. uRLCC (Ultra-reliable and Low Latency Communications)

Ultra-reliable and Low Latency Communications is another element that dramatically boosts the speed of communication for autonomous vehicles reduces the error rate by a factor of around one thousand.

5G Customer Experience

8 Different ways which will impact the customer experience

Higher Customer Expectation

At present, customers cite reliability as the biggest complaint with 4G, because over 43% of customers state that a network connection on their smartphone is not always strong and cuts in and out. The latest 5G technology comes with the promise of prioritized reliability over speed, amount of data, and cost.

With this point in mind, 5G technology has the potential to reframe the customer expectation. With the new technology on a roll, the speed and reliability could be less problematic.

  • The low cost per bit may help in reducing the cost of unlimited mobile data.
  • The Seamless mobile transactions will be made possible
  • Customers can develop more expectations in terms of the customer experience that includes understanding user needs, respond in real-time and interpret the feedback.

Instant and precise location-triggered notification

When compared with the 4G technology, 5G wireless can be more accurate in pinpointing a customer location. With 4G, Companies can determine a customer’s location within a mile, 5G technology is more accurate in pinpointing a customer’s location. For this reason, 5G could be a boon to mobile marketers, as they can utilize this information to enhance their user experience with personalized emails, instantly trigger an SMS or a push notification to promote the service or product the user is standing beside or the store they are in.

5G Customer Experience

Widespread access to video support

With faster network speeds and low latency, 5G will initiate a new era of mobile video. It is anticipated that there would be over 70% of video usage, which is a significant spike when compared with 47% in 2015. The 5G technology will also be playing a significant role in promoting

the use of general live video.

For B2C companies, live video support can be a real boon as it will open doors to new opportunities and more efficient customer service. As per a study conducted by Oracles, over 75% of the people find it more remarkable with the efficiency and value of voice and video chat.

 More smart devices (IoT) and increased ability to troubleshoot via self-service

The smart device market is progressively growing, but the evolution of 5G will boost growth. According to the GSM Association (industry organization that represents global mobile network operators), the number of IoT connections across the world is anticipated to double (25 billion) between 2019 and 2025.

From a user support perspective, the growth of 5G technology could enhance at-home troubleshooting. In certain cases, a gadget could independently detect a problem or requirement for maintenance and alert its customer before the gadget faces an issue.

For instance, a sensor smart fridge could detect low Freon levels, letting the service provider schedule and send a service executive before the consumer loses frozen food loaded in the freezer. This sort of smart sensor will help in self-service assistance to scale up.

Greater proliferation of AR/VR capabilities

5G technology will cross the adoption of Augmented and Virtual Reality. 5G is completely a new pitch presented to customers, while the AR and VR are where graphics and information are overlaid on top of whatever the user is viewing.

For instance, VR enables potential home buyers to explore properties from any part of the world. AR allows people to check how the new furniture will look at their new property or how the coolers will appear on their faces. Though these are not completely new niches, as they are seen as new experiences today, with the introduction of the 5G Customer Experience will become more common in the business world.

Tighter omni channel orchestration

Higher bandwidth and more powerful apps can commonly create opportunities to weave marketing channels to enhance the user experience. Starting from the app-based check-ins to contactless payments, and above mentioned AR and VR reality could be made more common.

Better big data processing power

Big data analytics and AI are presently being used to determine user patterns and personalize the customer experience. 5G capabilities can raise the volume of data that companies collect and the speed at which AI processes it without a need for tethered connection. As the various use cases for 5G Customer Experience continue to develop, we can likely witness in-store personalization growth based on higher convergence of IoT and user data profiles.

While all these technologies are not entirely new, these technologies’ full potential has not been appropriately explored due to the constraint of network connectivity. The future generation of wireless technology can bring a transformation.

Big data


Though we can only anticipate the changes, we can’t imagine the complete opportunities that 5G technology will bring. Brands that understand their user today will succeed in the future environment. Several companies still follow the silos structure in their data organization structure. For a more successful environment, companies should have an in-depth understanding of what is 5g technology and how it can potentially harness the technology today to take advantage of AI-powered insights and establish a customized user experience. This was all about 5G Customer Experience.

No Comments

Leave a Comment