As technology advances, telecommunications providers must be proactive against data breaches and fraud. Meanwhile, the expansion of 5G and the Internet of Things (IoT) means maintaining network resilience and security is crucial. In social media and content companies, deep fakes are an increasing issue, with the rapid spread of misinformation impacting customer safety and trust. In addition to detection and prevention of these issues, today’s environment is also demanding that low price, high value, personalised experiences are delivered, as these factors help keep customers loyal.

Nat Gross

Partner and Head of KPMG Media Practice

KPMG in the UK

mail

As technology continues to evolve at breakneck speed, trust underpins every aspect of modern telecommunications. Telcos are not just managing networks—they're curating digital ecosystems where authenticity, security, and customer experience converge. While core responsibility lies in service excellence and data integrity, the real opportunity lies in transforming reliable utility into valued relationships. When done right, this opens doors to deeper customer connections and innovative partnerships that drive growth beyond traditional boundaries.

Nat Gross

Partner, Customer & Operations Consulting – Technology, Media and Telecoms

KPMG in the UK

Technology, media and telecoms

Just three organisations from technology, media and telecoms made this year’s UK top 100. However, those that did leapt up significantly from last year thanks to factors such as new product packages, competitive prices, and inspired programming.

Read the sector overview

2024/25 Technology, media and telecoms top companies

Tesco Mobile remains steady at 20, while giffgaff (ranked 31) and Netflix (ranked 57) have both made it into the top 100 this year, rising 48 and 106 places respectively.

Tesco Mobile

^{Source: Based on the views of 13,053 UK consumers interviewed in 2024/25}

Giff Gaff

Our consulting insights

Download the 2024/25 Customer Experience Excellence report

This year marks the 15th anniversary of our Customer Experience Excellence (CEE) research in the UK. Building on last year's study, “Say hello to your new AI colleague”, this report examines the transformative role of digital and AI technologies in reshaping customer experience. Explore how these technologies can be designed to connect emotionally with customers, build trust, and create a new era of cost-effective, AI-enabled CX.

Download the report