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eSIM and its impact on the Customer Experience

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Apple recently announced that the iPhone XS will support electronic SIM's. The eSIM significantly alters the experience of the customer in terms of how they interact with their devices. Before I get into the details, let me explain what is an eSIM.

An eSIM is a little piece of hardware that is embedded within the phone that can hold and manage the profiles needed to connect to a mobile network. eSIM's have a distinct advantage over physical SIM's.

  • An eSIM can be provisioned electronically by downloading a profile onto the user's device. Unlike a physical SIM, the user won't have to go to a store, buy the SIM and insert it into their device and wait for it to get activated. They can seamlessly manage the process online.
  • A user can have multiple eSIM profiles, allowing them to switch between the same. So while roaming, the user won't need to buy and swap physical SIM's. They could seamlessly switch profiles between their local and roaming providers.


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