As technology advances, telecommunications providers must be proactive against data breaches and fraud. Meanwhile, the expansion of 5G and the Internet of Things (IoT) means maintaining network resilience and security is crucial. In social media and content companies, deep fakes are an increasing issue, with the rapid spread of misinformation impacting customer safety and trust. In addition to detection and prevention of these issues, today’s environment is also demanding that low price, high value, personalised experiences are delivered, as these factors help keep customers loyal.

"As technology continues to evolve at breakneck speed, trust underpins every aspect of modern telecommunications. Telcos are not just managing networks—they're curating digital ecosystems where authenticity, security, and customer experience converge. While core responsibility lies in service excellence and data integrity, the real opportunity lies in transforming reliable utility into valued relationships. When done right, this opens doors to deeper customer connections and innovative partnerships that drive growth beyond traditional boundaries."

Nat Gross, Partner, Customer & Operations Consulting – Technology, Media and Telecoms