Next-Gen Customer Experience: How 5G Roaming is Revolutionizing Connectivity

As 5G technology continues to revolutionize mobile networks, providing seamless and high-performance, customer experience is becoming a key differentiator in the telecom industry. When it comes to roaming, the introduction of 5G Stand Alone (5G SA) not only enhances the speed and reliability of mobile services across borders but also creates new opportunities for telecom operators to elevate the customer experience and drive significant revenue.

According to Kaleido Intelligence, combined wholesale and retail roaming revenues are projected to exceed $50 billion by 2027, marking a 32% increase from 2024 levels¹. This growth is driven by higher data consumption, premium services, and the widespread adoption of 5G technology. To capitalize on this opportunity, telecom providers must leverage real-time data insights and advanced engagement strategies to personalize, predict, and monetize these roaming experiences. In this blog, we will explore how 5G roaming, when combined with smart solutions, can enable telcos to create a superior customer experience and unlock new monetization opportunities.

The evolving landscape of 5G Roaming

With traveling on the rise, 5G roaming is a critical service for telecom providers looking to offer seamless, high-speed connectivity regardless of where their customers are. As more people travel internationally, the demand for reliable, fast, and affordable roaming services will increase.

In this context, 5G SA roaming is not just a matter of expanding coverage or improving speed - it is also an opportunity to transform the customer experience and increase overall Average Revenue Per User (ARPU) through more personalized and monetizable experiences.

The role of data insights in enhancing 5G Roaming experience

The power of real-time data insights in enhancing 5G roaming experience cannot be overstated. By analyzing customer behavior, network performance, and usage patterns, telecom providers can gain deep insights into how roamers interact with the network and offer them more personalized services.

These insights can enable telecom providers to:

• Personalize the experience: By analyzing customer data, they can tailor their roaming plans, offers, and notifications based on individual customer behavior, preferences, and location. For instance, as soon as a customer enters a new region, smart automated systems can trigger personalized roaming offers or upgrade suggestions based on typical usage patterns.
• Predict and Prevent Issues: By detecting potential disruptions before they occur, they can proactively address customer concerns. If a customer is about to enter an area with known network congestion, alerts can be sent to notify the roamer about possible service issues or offer alternative solutions such as data boosts or upgraded packages.
• Slicing Roaming Assurance: Network Slicing is, arguably, the most important feature delivered by 5G SA. Slicing enables MNOs to deliver service performance guarantees through the use of logical networks that are designed to meet the specific use case requirements. Data insights become a critical tool to ensure SLA compliance to each slice offered to roamers.
• Monetize in Real-Time: Data insights enable dynamic monetization by detecting key moments of engagement, such as when a customer can use high-speed 5G connectivity or consumes a large volume of data while roaming. These insights can drive real-time upsell opportunities, like offering extra data, premium plans, or loyalty rewards.

Customer satisfaction with personalized 5G Roaming services

As telecom providers increasingly adopt personalized roaming offers powered by real-time data insights, customer satisfaction has seen significant improvement over the past few years. The chart below highlights the positive trend, with satisfaction levels rising from 50% in 2021 to 80% in 2025², as 5G roaming services become more tailored and responsive to individual user needs. This evolution underscores the growing importance of personalized customer experience in the competitive telecom market, where providing real-time, context-aware offers is key to enhancing customer loyalty and maximizing revenue potential.

Monetization strategies for 5G Roaming: How data insights can unlock new revenue streams

The real opportunity lies in monetizing the roaming experience through data-driven insights. Telecom operators can create new revenue streams by offering personalized, value-driven services at the right moments:

• Real-time dynamic offers: Using real-time network and customer insights, they can deliver contextual offers in real time. For example, if a roamers makes a significantly high data usage, the system can trigger an offer for a temporary data boost or a special roaming package tailored to their needs.
• Targeted upselling: By analyzing data, they can predict customer needs based on usage patterns, behaviors, and preferences. This allows for customized plans or premium services, increasing ARPU while enhancing the overall experience.
• Customer loyalty and retention: By offering personalized engagement through data insights, they can not only enhance the roaming experience but also increase customer loyalty, by proactively providing relevant offers - such as discounts on future roaming charges or early access to 5G features - encouraging customers to stay engaged and loyal.

The future of 5G Roaming: Data-driven personalization and monetization

As the 5G landscape continues to evolve, the use of real-time data insights in roaming will become even more critical. Telecom operators who integrate these tools will have the edge in delivering not only seamless roaming service performance, but also hyper-personalized, monetizable experiences.

The combination of 5G and real-time insights will empower telecom providers to better understand their customers’ needs, predict potential issues, and deliver proactive solutions that enhance loyalty and increase revenue. Telecom providers that will successfully capitalize on this opportunity will be able to provide a truly customer-first experience while driving new monetization avenues.

1. Historical & market forecast roaming intelligence, Kaleido Intelligence, 2024
2. ConsumerLab Report, Ericsson, 2021 & 2022,
    Global Survey, Deloitte, 2022 & 2023,
    U.S. Business Wireless Satisfaction Study, J.D. Power, 2023,
    Global’s 2025 Predictions Report, Deloitte, 2024