How will 5G impact customer experience?

5G is the newest technology and promises to enhance customer satisfaction. It will increase download speeds by up to 1,000 times.

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5G will decrease latency, which is the amount of time it takes a device to retrieve the required data. This will drop from 50 milliseconds to less than one millisecond.


Companies are getting very good at personalisation. 5G will improve this by enabling fast data – data that has been collected or retrieved and processed at super-high speeds and in vast volumes that are beyond imagination. This data will improve artificial intelligence (AI), as it will be able to get much smarter and quicker. It will also improve the connections between customers and brands. 5G will enable marketing to take place in real-time, providing huge opportunities for instant personalisation and engagement for the consumer.

Imagine walking into a shop and receiving a tailored shopping experience and in store music because the salesperson has huge amounts of data about your habits and preferences. Real-time personalisation will improve the customer’s relationship with all the brands they use; for example, your favourite store may play your favourite in store music found at Mood Media and other providers.

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5G will improve the delivery of technology such as virtual reality (VR), as the latency will be dramatically reduced. This will provide an opportunity for the VR technology to be able to process images faster than human brains; in turn, this will make the VR experience even closer to reality. Some companies are using augmented reality to help customers to make decisions, such as enabling them to see how furniture would look in their home before purchasing it.


The increased reliability of the connection coupled with the reduced latency will enable more devices to be connected to a network. It will also enable devices with more sensors to be connected, which will enable customers to control more devices remotely. This will help to improve users’ lives; for example, they can control their heating and lighting and turn on their oven and washing machine without being at home.

Another example could be deploying remotely-controlled drones to disaster areas, reducing the risk to the employees who had previously been sent to the area. The healthcare industry can also make use of wearable sensors to diagnose and treat people more promptly.

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