International Journal of Social Science Research (IJSSR)

Enhancing Customer Experience in the Telecommunications Industry Through 5G-Enabled Innovative Approaches

With the emergence of transformative era of innovative techniques of 5G technology in the country and with the assistance of latest technological trends enhancing customer experience has become an inevitable scenario in the business management techniques. This paper explores how the introduction of 5G powered innovative techniques like use of Artificial intelligence, chatbots, virtual assistants support the businesses in establishing and maintaining a strong customer retention, reducing churn rate and increasing loyalty rate. This has already marked the onset of breaking of traditional barriers of business management practices. The research is based on critical analysis and review of relevant literature and other related case studies that offer an insight into the enhancement of customer experience and satisfaction. The study is based on customer satisfaction survey and the market relevant research findings to prove the positive impact on customer retention and loyalty in the telecommunication market. The findings of the study suggest that providing better and more accurate form of feedback, query resolution in no time, faster and more reliable results, better suggestion for future target, safety and security of personal information of customers. The study concludes that 5G is a revolution and acts as a game changer in the telecommunication industry in the present scenario positioning revolution and ensuring sustainable growth rate, encapsulating a chance to maintain a competitive edge over other competitors in the industry. Keywords: 5G, Artificial Intelligence, Chatbots, Virtual Assistants, Customer Experience, Customer Retention, Loyalty, SPSS Analysis.