India, Dec. 26 -- As internet connectivity becomes deeply embedded in everyday life, telecom services are increasingly being seen as a basic utility rather than a differentiated offering. Consumers now expect reliable connectivity as a given and are often willing to switch providers in search of lower prices or marginal service improvements. According to Anil Sharma, Vice President and Customer Unit Leader at Kyndryl India, this commoditisation has left telecom operators with limited room to stand out in an already saturated market.

"Connectivity has become essential to daily life, but that very ubiquity has turned telecom services into a commodity," Sharma said. "When customers view telecoms purely as a utility, loyalty weakens and pric...