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However, privacy is also a significant issue, especially with operators holding so much customer data. Most of all, though, with so many new competitors and technologies arriving in rapid succession, the biggest challenge is not to be left behind.Such a dynamic market is awash with risk, as well as opportunities. It’s no exaggeration to say that decisions taken today will not only determine where your business is in a few years, but whether it exists at all. You must be bold in how you invest, collaborate and recruit. Staying ahead of the game will require a commitment to new strategies, such as investing in or finding different network sourcing arrangements.
Our team of telecoms experts has been working with the industry worldwide for many years. Their experience and insight will provide the support you need in this fast moving sector. So whether you’re developing your business model or growing your market share, you can evolve with consumers’ needs.
Network operators are definitely in the midst of the ‘Telco perfect storm’. They clearly understand the challenges and opportunities ahead of them; for many, the question is simply ‘now what?’We believe it begins with Telcos recognising the characteristics that are required to ride out the storm.
This survey provides a truly comprehensive global consumer perspective on how consumers are using technology, with 9,600 respondents from 31 countries. Clearly we have seen a lot of change in just five years. Today, consumers are talking about how technology enables their lifestyle, from buying goods on their smartphones to keeping up with friends on social networks.
Mobile technology is radically transforming the world around us and the mobile evolution is moving at unprecedented speed. Clearly, many challenges still lie ahead and many questions remain to be answered. What business models will prove resilient to future change? How will security and privacy concerns be overcome? Which payment technologies will win out in the long-term?
Delivering a great customer experience is now top priority for many telecoms companies. As the range of products and service options increases, the customer experience has become a critical differentiator. Staff at every level - and even suppliers - are rated against the customer experience they deliver, and are rewarded accordingly.
It seems everybody is concerned about mobile security. Consumers are worried that all of their personal data that now resides on their smartphones – contacts, bank account numbers, emails and so on – will fall prey to identity thieves and crooks. The risk for corporations is higher still as mobile devices become integrated into the office environment and start to be used to access sensitive company information, customer records and valuable intellectual property.
A global customer experience study of the mobile market.
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