5G fuelling the next Customer Experience revolution

We are fast approaching the dawn of a new digital age where humans and machines will be constantly connected. Businesses and organisations will need to start redefining their own standards of exceptional customer experience that will deliver value and have a meaningful impact on the world.

In this new age, delivering first class, engaging and immersive personalised experiences will be the key differentiator for organisations. This will mean a complete overhaul of business models and strategies to be able to compete with new businesses that will have personalisation at the core of their products from the onset.

Connectivity has always been the catalyst that drives both new innovative industries and unfathomable customer experiences. Faster internet connectivity has unleashed endless opportunities for businesses to create new products and services that will bring more value to their customers.

From 2G, 3G, 4G  and now 5G, network operators are continuously improving their infrastructure to deliver faster connectivity and low latency. In this article, we share some key insights about 5G and why we think it will redefine our approach to business and technology.

What is 5G?

The best way to describe the origins of 5G is to take a look back its predecessors and understand the technological advances they created.

1G delivered voice capabilities that enabled people to carry their phones everywhere.

2G fine-tuned its voice capabilities and added short messaging to its repertoire, enabling people to use text messaging as a way of communicating.

3G ushered in a new digital revolution promising faster connectivity that allowed organisations to create data services and hubs. This was a huge turning point as organisations could seamlessly connect their services and deliver new found value to their customers.

4G unleashed even faster connectivity that brought about “near real-time” experiences. Data streaming services such as Netflix and Spotify thrived under this generation. 4G created open source ecosystems that allowed technologists to collaborate at scale, thereby creating innovations that proliferated new industries.

5G is the next generation of mobile networks that will succeed 4G. Unlike its predecessors, this generation promises more than just delivering a network that is 100 times faster but also introduces its own set of standards that will pave the way to artificially intelligent applications and platforms.

Applications of 5G

High throughput, low latency and speeds of up to 1GB per second will drive new innovations and further enable our current infrastructures to thrive.

IoT (Internet of Things) applications will be the main beneficiaries of the network will now be able to scale to billions of connected devices, each transferring and communicating large amounts of data in real-time.

Augmented reality (AR) and virtual reality (VR) applications will also benefit greatly, as it will no longer be necessary to download large amounts of data upfront to deliver a smooth experience. These applications will be able to leverage 5G high throughput to deliver experiences in real-time.

Commercial opportunities of 5G

Transportation Sector

In the transportation sector, we will see the advent of self-driving smart cars at a scale that will be able to connect and share information with each other. This will enable cars to predict and make intelligent decisions without the input of the driver.

Education Sector

5G will usher in a new generation of education systems that will provide far more engaging and immersive learning experiences. The process of long-distance learning will completely transform as students from around the world will be able to learn in virtual reality, thereby enabling collaboration and diversity across a global platform.

Health Sector

The approach to healthcare will transform into a more personable experience, where patients will be treated within the comfort of their own homes through remote consultations. Smart self-driving ambulances will be dispatched to high-risk patients using predictive artificial intelligent systems, thereby increasing the number of lives saved.

Specialist surgeons will be able to deliver highly sophisticated surgical operations remotely with the help of machines.

Smart Cities

Cities will evolve to be able to collect information and data from billions of connected devices in order to react and adjust conditions to make it more suitable for its inhabitants.

Smart technologies like intelligent asphalt will be able to receive information from the immediate environment, which will reduce carbon emissions drastically in real-time.

Hospitality Sector

Restaurants and hotels will be able to seamlessly connect with their producers using sensors in farms and fishing equipment that will be relaying real-time information. Storage and freezing equipment will auto adjust to react to changing environmental conditions, to make sure products being harvested will be stored at their optimum temperature to ensure freshness.


Businesses will need to start thinking critically about how they will deliver value and drive loyalty with their customers in this new customer experience revolution. They will need to start exploring avenues of how they can personalise customer experiences using Big Data, Cloud Computing, Blockchain and Artificial Intelligence in real-time. We will be exploring how businesses can take advantage of these technologies in the next series of articles.