Contents
- Introduction: From Reaction to Reinvention
- Business Outlook: Shifting Priorities and
- Emerging Concerns
- Streamlining the In-Store Experience
- Empowering Sales Associates
- Reimagining the Brick-and-Mortar Store
- The Promises — and Perils — of AI
- Bridging the Physical and Digital Worlds
- The Future is Vibrant — and Interconnected
Key Findings
Introduction
From Reaction to Reinvention
For telecom industry professionals in 2025,the questions are many: Are others seeing a slowdown in device sales? Is everyone investing in artificial intelligence (AI) — and if so, how? What will the future of the physical store look like — and am I keeping up?
To find the answers, iQmetrix conducted the third edition of its bi-annual Trends in Telecom Retail Survey. Nearly 120 telecom carriers, authorized retailers, device manufacturers and other industry leaders across the U.S., Canada and Mexico shared
a glimpse into a sector that’s shifting from reaction to reinvention.
Two years ago, economic uncertainty and supply chain challenges loomed large. Today, retail operators are less focused on
macro-level instabilities. Instead, they’re actively shaping what comes next with genuine enthusiasm.
“Overall, respondents are more optimistic than they were two years ago,” said Trish Sale, VP of Professional Services at iQmetrix.“After years of headlines proclaiming the death of retail, we’re seeing industry players take control of their destinies and invest their energy into reimagining the role of the brickand-mortar store.”
That role will undoubtedly involve AI. But exactly how AI will integrate into day-to-day operations is up for debate. “In 2023, AI was a buzzword, but respondents didn’t really know how they’d use it to improve the customer experience,” Sale said. “Now, we’re on the cusp of seeing how AI can start to transform the customer experience, which is why we’re taking an AI-native-by-design approach with our newest products.”
Still, one thing is clear. While AI may shape the future, the human touch remains essential. Read on to discover what’s top-of-mind for retailers and how your peers are preparing for the future.
Who did iQmetrix survey?
