Capgemini’s 2026 B2B Pulse for Telcos finds that enterprise customers increasingly expect telecom providers to move beyond connectivity and act as strategic digital partners. Organizations want outcome-driven solutions, tailored offerings, ecosystem orchestration across partners, intelligent networks, AI-enabled services, strong cybersecurity, and seamless digital customer experiences. However, significant gaps remain between expectations and delivery—few customers believe telcos currently drive growth, provide effective bundles, or deliver strong CX. Enterprises are investing heavily in AI, advanced networking, sovereign cloud, and cybersecurity, and expect telcos to support these initiatives through partnerships, innovation, and integrated services. To stay competitive, telcos must choose between remaining connectivity providers or evolving into digital service platforms by embedding AI, building ecosystems, strengthening trust and sovereignty capabilities, and developing solution-oriented talent.

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