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Home > Top Stories > How 5G can improve the customer experience and unlock business potential

How 5G can improve the customer experience and unlock business potential

Published by linker 5

Posted on December 23, 2020

4 min read

Last updated: January 21, 2026

Illustration of 5G technology enhancing customer experience in banking - Global Banking & Finance Review — A visual representation of 5G technology's impact on the banking sector, highlighting enhanced customer engagement and real-time data sharing. This image captures the essence of how 5G can unlock business potential in the financial services industry.

By Lee Whittington, customer engagement specialist at Pegasystems

5G is key to unlocking business potential in 2021. It allows the enterprise to implement innovative strategies to improve the customer experience, thus contributing to the success of the business. Although, for organisations to avoid wasting the valuable customer insights that 5G and real-time data sharing have to offer, siloed communication channels should not continue functioning as separate entities. Instead, all customer data should be available within one digital body that acts as a single source of truth, no matter which channel is being used.

5G, AI, and RPA: The power trio

5G network slicing helps improve the speed, frequency and efficiency of data-sharing as it splits 5G bandwidth and allocates priority to the channels which are used the most. This is a useful feature which gives brands access to richer insight into how customers prefer to be contacted. With this information, brands can enhance the service they provide on specific channels.

5G-powered IoT devices that have specific use-cases like smart kettles or connected lamps will be used less frequently than smartphones or smartwatches in comparison. However, they can also enable customer interactions in real-time. Businesses need to be mindful of ensuring that all data is accessible across all platforms regardless of which channel was used to perform the interaction. By using a central AI system that provides updates on all devices, businesses can always make use of the information customers provide them with.

Alongside real-time data and AI, Robotic Process Automation (RPA) can introduce a higher level of convenience to the customer experience by alerting a customer to the availability of items relevant to their needs whenever they are in close proximity. For example, a customer can be notified from a smartwatch when an item is ordered, using a connected device like Alexa or a smart fridge. When it is ready for collection at their local shop they can be sent a reminder as soon as they are less than one kilometre away.

Keeping customers engaged

Customers have wide ranging preferences, so taking the same approach to engagement won’t work for everyone. Businesses need to keep up with their customers and see that there are alternative ways to approach customer engagement, such as creating unique experiences around each customer. This has already proven effective in retaining customers, however 5G is now expanding the scope of possibilities for hyper-personalised experiences.

Businesses should use 5G to their advantage and seize the opportunity to incorporate new features. Where customers used to be restricted within their households to make payments or contact customer services, these restrictions no longer apply. As a result, user-centric strategies like low-code app development and micro-journeys should adapt with the modern customer journey. Merging data from all the available devices to design experiences to the individual customer’s preferences will drive improved services and encourage engagement.

Improving customer experiences with 5G and real-time data

Businesses have long been under scrutiny over how they use the information that customers share with them. This issue can be addressed by reassuring customers with the delivery of real benefits that optimise convenience. 5G and real-time data give brands the tools they need to really improve the lives of their customers where it matters.

As well as convenient strategies like 24-hour customer care, businesses can also turn proactive sales using 5G connectivity into beneficial lifestyle changes for customers. By tapping into the data they hold on customers, businesses can predict with confidence what each customer needs and how to remove friction from the journey. Where simply collecting data on location, purchase history and preferences is made much more effortless with better connectivity and real-time data sharing, brands need to apply those insights to enhance the overall customer experience. Knowing more about customers empowers brands to offer relevant products, suggest updates to existing services or subscriptions and remove barriers that prevent customers from completing their customer journey.

Organisations should ensure that the possibilities of 5G are not disregarded as it is set to fuel new ways of improving customer engagement and achieving customer success. There is power in knowing how customers like to be contacted, however, a proactive strategy will need to be put in place to truly reap the benefits of 5G. Businesses can fully capitalise on customers’ willingness to share more data using 5G in 2021. Therefore, agendas have to be built around the customer, as technologies like 5G and IoT are set to transform the customer journey for the better.