In a recent episode of Beyond the Cable, gaiia founder and CEO Marc Campagna argues that the telecom industry has long suffered from a weak customer-service reputation, but the rules of the game are shifting as private equity-backed challengers target the entire customer journey.
Campagna notes that the telecom sector has the worst Net Promoter Score among major industries, a statistic he says should motivate incumbents to improve and signal opportunity for disruptors that can differentiate on service quality.
Challengers aren’t just nimble; with the right tools and support models, they can scale personalized service and win customers away from larger providers that have focused more on market segmentation than on elevating the customer experience.
“This is the first time in telecom’s monopolistic history that today’s challenger actually has a shot of displacing the big guys,” Campagna said, stressing that the route to disruption lies in taking better care of customers.
Gaiia itself was named a finalist for Technology Partner of the Year at Broadband Communities Awards 2025, a recognition Campagna says underscores the growing importance of strategic partnerships and innovation in delivering superior service.
As startups push to redefine expectations in a crowded market, Campagna expects the focus on customer care to decide winners, shaping a future where service quality matters as much as network reach or price.
