5 Ways That 5G Will Impact Business and How To Prepare Your Company

5g Technology

With the rollout of 5G fast approaching, an entirely new form of connectivity will be at the fingertips of every consumer. How will the new technology impact customer experience and the digital consumer landscape?

While predicting the future impact and developments of 5G can be difficult, what we can do is look back at the disruption caused by it’s the predecessor and identify the developing trends that are set to be accelerated by the technology.


Ever since smart devices were embraced into the mainstream, companies have been battling to satisfy the demand for a consistent and smooth experience across the multiple platforms consumers choose to interact with brands. Consumers today interact with brands 2X more on mobile than any other channel. In the early days of 4G LTE, few predicted the rise of new business models and innovative products and services that grew from the adoption of the technology.

The European Patent Office reported a 54% increase in patents relating to smart devices in the years following the rollout of 4G LTE. With speeds that are ten times faster, the disruptive 5G technology’s impact on the digital consumer landscape will be massive.

There will be more connected devices, new sources of data, new products and services, and new ways for brands to interact with their customers. Is your company ready to take advantage of the opportunities this new disruptor presents?

1. Next-Gen Customer Experience

Today’s successful companies are already focused on offering a customized and connected experience to their customers. 5G technology will enable companies to collect, analyze, and use data at a speed and scale that is far beyond current connectivity. AI technology will process more data and learn at a faster rate, becoming an integral tool for delivering tailored customer experiences.

It will be possible for brands to utilize consumer preferences and behavior information to offer a highly personalized real-time shopping experience. The opportunity for real-time personalization could dramatically increase the opportunity for customer engagement, revolutionizing the relationship between consumers and brands.

2. Immersive Experiences Will Become Mainstream

While VR and AR have made significant inroads into a business over the last decade, a considerable drawback has been the restrictive speeds of 4G. Users can feel nauseous if there is a 20-millisecond delay. While the average 4G latency is 50 milliseconds, 5G connectivity will reduce this to below 1 millisecond. With AR and VR capable of processing images at a speed beyond the human brain, these technologies will offer new opportunities for brands to deliver immersive experiences to their customers.

While some companies are already utilizing this technology to help consumers visualize what products will look like in their home, 5G will offer new levels of immersion. Think of the VR/AR possibilities for improved customer support and developing additional revenue streams. The home improvement retailer Lowes has already invested in the technology by creating the Holorooms How To VR experience. The virtual training clinic utilizes VR to guide consumers through an immersive educational experience. From purchasing clothes to booking a holiday, these technologies will transform the customer experience across almost every industry. 

Just as the rollout of 4G LTE proved the catalyst for mobile video platforms like Vine and Snapchat, 5G technology will see the rise of more data-heavy platforms and increased demand for immersive content. We can expect a host of new changes to how people consume visual media, which will ultimately impact how brands target, engage and connect with consumers.

3. IoT Devices Will Improve Customer Service

The increased reliability and speed of 5G connectivity will lead to an increase in both the number of devices that are connected and the ability to control these devices remotely. For example, smart appliances such as hot tubs and refrigerators will be able to communicate and predict maintenance and service requirements. By utilizing the diagnostic information from connected IoT devices, companies can reduce the downtime and maintenance costs of their products, leading to improved customer satisfaction.

In terms of distribution, it will be possible to track shipments from the factory to consumers, enabling improved supply chain management and helping customers to track their shipments. Customer service will shift from being reactive to proactive. Companies will be able to monitor products, identify problems, and fix them remotely or through scheduled maintenance before they become an issue for the customer.

4. Real-Time Analytics

More connected devices and faster data processing will enable companies to access real-time analytics. In terms of marketing, 5G connectivity and AI automation will make real-time marketing optimization a reality. For example, after a consumer makes a purchase using a connected mobile wallet, the wallet could connect with the consumer’s smart TV and stop advertisements for that product.

The combination of 5G connectivity and AI automation will enable companies to connect with consumers through connected devices, in-store beacons, and smart city services. The volume of new data and increased analytics speed can be used to increase the personalization of messaging, improve customer experience, and offer insights into the new demands of consumers and opportunities for growth.

5. The Need For Speed

The most evident expected evolution from 5G connectivity will be the ability to process more data and at faster speeds. What does this mean for marketing?

We can expect a digital environment where reduced latency results in dramatically reduced Ad-load times. Bounce rates will significantly drop, and click-through rates will increase. Out-of-home advertising could see a dramatic revival. With 5G connectivity integrated into every billboard and poster site, it will be possible to optimize advertising remotely while the campaign is live. In plain terms, this signals an improved ROI for ad spend and marketing campaigns.

The reduced loading times for websites will undoubtedly have an impact on search engine algorithms – Google currently values page speed as a key ranking metric. Consumers will become more demanding, expecting near-instant buffering for digital media and content. This will impact customer experience with consumers expecting instant customer service and immediate responses from companies. As 5G speeds increase the demand for real-time personalized customer support, chatbots and automated messaging will become essential.

How To Prepare Your Company For 5G

While we can speculate and identify the trends that will be accelerated by 5G connectivity, the opportunities this technology will present are beyond current comprehension. However, companies that are data-driven and focused on customer experience will be positioned to profit from 5G technologies.

Companies that still have disparate data silos will struggle to take advantage. Data needs to be unified, with AI technologies used to gain insights. Creating tailored customer experiences will be the key to delivering on consumer demand.

The rise of VR and AR-based platforms means brands should explore immersive media as an addition to their content library. With this technology still in its infancy, consumers currently have lower expectations, marking VR and AR as a content format that is ripe for exploration.

With a new network of connected IoT devices in both public and private locations, the demand on brands to deliver a consistent and smooth customer experience across these devices will make a data-driven approach even more critical. To prepare for the disruption, companies should explore how AI and automation can assist in creating a personalized omnichannel customer experience.


The rise of 5G will bring both challenges and opportunities to businesses across all industries. Improved connectivity has the potential to revolutionize how businesses interact with customers and provide the capacity to make progressive innovations a reality. According to a study from Qualcomm, 5G will cumulatively increase global GDP growth by $3 trillion from 2020 to 2035, support 22 million jobs, and generate $3.5 trillion in extra revenue by 2035.

PSB Research conducted a survey of 3,500 business leaders, decision-makers, and technology experts on the impact of 5G:

  • 91% anticipate that 5G will result in new products and services.
  • 87% expect the creation of new industries.
  • 85% believe it will make companies more competitive in global markets.
  • 89% state that 5G will boost productivity.

As the rollout of 5G approaches, companies need a data-driven approach to their operations and processes. AI-powered big data analytics will be key to identifying opportunities and meeting the increased consumer demand for immersive personalized experiences

When the first iPhone was unveiled back in 2007, Nokia viewed it as a subpar phone made by a company without any credibility in the industry. Although it had some interesting features, the iPhone wasn’t considered a significant threat to Nokia’s market share. Which companies will suffer the same fate as Nokia in the coming 5G revolution?