Case Study

Decoding Telecom Switching Decisions in French Businesses

About

Understanding Telecom Switching in France

This qualitative B2B study explored how French businesses make telecom decisions and why they switch operators.Through 50 AI-led interviews, we spoke with decision-makers at small, medium, and large companies about their needs, drivers, and switching experiences.
Problem Statement

Understanding the Why Behind Switching

Telecom decisions in businesses involve multiple stakeholders, policies, and priorities. The client lacked clear insight into what triggers an operator change, how the switching experience unfolds, and how these factors vary by company size. Reaching the right decision-makers was also a challenge, since only people with real influence over telecom choices could provide useful answers.

Solution

AI-Led Conversations with Recent Switchers

We ran 50 ChatAI-powered qualitative interviews of 21-25 minutes each across France. A precise screener ensured that every participant was a telecom decision-maker whose company had switched operators in the past year, spread across small (0-49), medium (50-499), and large (500+) businesses. The AI-led format allowed consistent, in-depth conversations about decision drivers, policies, and switching experiences.

Outcome

Insights at a Glance

50In-depth AI-led interviews completed
21-25 minAverage interview length
3Company size segments covered (small, medium, large)
3Telecom services explored (mobile, internet, telephony)
100%Participants were telecom decision-makers at companies that switched operators in the past year
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