consumerlab UNLOCKING CONSUMER VALUE Identifying the needs of today s smartphone and mobile internet users

Size: px
Start display at page:

Download "consumerlab UNLOCKING CONSUMER VALUE Identifying the needs of today s smartphone and mobile internet users"

Transcription

1 consumerlab UNLOCKING CONSUMER VALUE Identifying the needs of today s smartphone and mobile internet users An Ericsson Consumer Insight Summary Report May 2013

2 contents DIVIDE AND CONQUER 3 KEY FACTORS 4 PERFORMANCE SEEKERS 5 DEVICERS 6 VIPs 7 COST CUTTERS 8 CURIOUS NOVICES 9 CONTROL SEEKERS 10 Summary 11 METHODOLOGY This report identifies six target groups who all use mobile internet in different ways and prioritize different services. These groups have been defined based on the results of qualitative fieldwork in Sweden, US, UK and Italy. Each group places a unique emphasis on specific areas of the mobile internet experience. In-depth interviews were conducted to ensure qualitative results were achieved. The defined target groups are based on attitudes and what matters to them, not usage of specific services. These attitudes become more stable over time, allowing operators to better personalize their services and offers, and even apply the findings to consumers that are about to start using mobile internet. Ericsson consumerlab the voice of the consumer Ericsson ConsumerLab has more than 15 years experience of studying people s behaviors and values, including the way they act and think about ICT products and services. Ericsson ConsumerLab provides unique insights on market and consumer trends. Ericsson ConsumerLab gains its knowledge through a global consumer research program based on interviews with 100,000 individuals each year, in more than 40 countries and 15 megacities statistically representing the views of 1.1 billion people. Both quantitative and qualitative methods are used, and hundreds of hours are spent with consumers from different cultures. To be close to the market and consumers, Ericsson ConsumerLab has analysts in all regions where Ericsson is present, which gives a thorough global understanding of the ICT market and business models. All ConsumerLab reports can be found at: 2 ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE

3 DIVIDE and conquer The rapid uptake of smartphones and other connected devices has transformed the mobile broadband landscape shaping and broadening the way users work, play and communicate. When the uptake of smartphones begins to accelerate in a particular market, it is vital to differentiate between consumers based on what they prioritize in an offering, whether that s unwavering performance or cost control and data usage. This report outlines Ericsson ConsumerLab s findings and details six different mobile internet target groups. It can be used to help operators and developers better understand what is important to their users. This information can enhance overall consumer experience and loyalty by creating more value through relevant services and offerings. Key findings > The online experience is increasingly important The connected society is becoming ever more demanding, and as the smartphone becomes integrated into all aspects of life, operators need to move swiftly in order to match the needs and expectations of new and current users. > Target groups value different mobile internet features As technology matures, new types of users with different needs are entering the scene. It is vital to address and treat users differently in order to provide the best individual experience and make them feel valued. > Four factors affecting consumers Examining smartphone users shows that there are four different key factors that affect the overall mobile internet experience and relationship with the operator. These factors are: performance, price, interaction and device. > Operators should promote areas other than price Price is something mobile internet users can easily compare between operators, but comparing important areas such as network performance presents a more challenging task. Highlighting the importance of this, and making those other areas a part of the initial purchase decision is vital to building lasting relationships with consumers. Six different mobile internet target groups PERformance seekers COST CUTTERs DEVICERS curious novices VIPs CONTROL SEEKERS ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE 3

4 key factors Consumers select operators based on a number of key factors ranging from performance of the network, to value for money. Target groups place emphasis on specific areas of mobile internet, considering one or more of the following aspects: Today, the quality of network performance is one of the most important factors affecting customer loyalty to the operator. Therefore ensuring network speed and reliability is fundamental to a trusting, long-term relationship. PRICE Value for money is a deciding factor for most when considering a smartphone package. Being trapped in an unsuitable price plan can impact negatively on the relationship and lead to churn, but a transparent, fair plan that is flexible can positively impact the user experience. INTERACTION The relationship between operator and consumer is currently distant and a little unfamiliar. Most users don t experience an overly negative relationship, but the personal touch is somewhat lacking, and the relationship is often peripheral rather than focal. The relationship could be vastly improved through offering loyalty rewards or personalized prices, which could effectively re-engage the consumer and ensure improved satisfaction. DEVICE The devices that operators offer can be extremely important for certain consumers. In particular, it s important that operators carry the very latest and sought-after models. Although the device does not directly improve the relationship between the operator and consumer, it can be used to build on the relationship through device-related communications, such as offering upgrades. 4 ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE

5 seekers My operator s coverage in Chicago is really good. You can even be on a train and you still have a signal. Samir, Seeker Most important factors for Seekers Price Interaction Device The best possible experience to support connected lifestyles The reliability and performance of a service is important for a successful operator-user relationship. But for Seekers, it s absolutely fundamental. Members of this target group live and breathe technology, and their device touches every part of what they do and how they do it. Therefore providing a network experience that is good, reliable and efficient could be the difference between user satisfaction and churn. They realize that everything can be achieved through their connected devices, and therefore look for operators who can deliver fast and reliable mobile internet services. RELIABLE SERVICE The fundamental satisfaction driver for Seekers ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE 5

6 devicers A phone is more than just a phone it s a statement For Devicers, a handset is far more than a means to communicate. Their choice of smartphone expresses their style of living, while the brands and products they consume are directly linked to an aspired social status. Deciding which mobile phone operator and subscription to have is not as important as the device itself. The choice of provider can also be a direct result of the device with Devicers choosing the operator that provides the right device for them. Most important factors for Devicers Price Interaction Device I really need to get the new iphone as soon as it s available, it is so cool! Emilia, Devicer upgrade Having the perfect device drives loyalty for this group 6 ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE

7 vips special treatment VIPs expect acknowledgement and special rewards Feeling valued is paramount VIPs expect a level of service and performance that is second to none, even if they might not always fully utilize it. The relationship between the operator and the user is vital for this group, and they demand superior treatment at all times. VIPs are prepared to pay for a service that has the right service level and doesn t limit their experience in any way. They need to feel like a premium consumer and want all the perks that come with that whether it s jumping queues or receiving personalized promotions. Their mobile internet usage is rich and extensive, making use of all types of apps and features throughout everyday life. The use of mobile internet is not seen as a luxury to VIPs, but more a necessity to maintain a level of consumption that is in line with their lifestyle. Most important factors for VIPs Price Interaction Device I ve been with my operator for years and I must say that I like them very much. Maybe my operator could acknowledge me somehow, that I am a loyal customer. Monica, VIP ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE 7

8 cost cutters I don t see why I should have to pay anything extra for my subscription. Internet is supposed to be included. Irene, Cost Cutter Always searching for the cheapest possible alternative Cost Cutters prioritize one thing price. They look for simple, low cost plans from honest operators who will not surprise them with additional charges in the small print. They are naturally skeptical and constantly on guard, not really trusting their operator. The device and the service they use must fulfill basic operations and cover basic needs, but must meet their specific expectations, allowing them to still do the things they want. Many of them are fine with using an older phone model or device, as long as it doesn t hamper the experience too much. Cost Cutters use mobile internet in very different ways, depending on their priorities and needs. Usage can be as rich and frequent as any other user group. This group appreciates other factors such as reliable and good network performance, but they are not willing to pay extra in order to improve them price is still the primary focus. Most important factors for Cost Cutters Price low prices Cost overrules quality of service for this group Interaction Device 8 ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE

9 curious novices OPERATOR SUPPORT An important factor for Curious Novices as they enter the communications evolution Exploring recommendations and appreciating support Curious Novices are popping up everywhere, finding their feet on digital platforms and discovering the potential of connected devices. Curious Novices want to become part of the media and communications evolution but are unsure and uninformed about their options. They look for devices that perform well and are easy to use. They need to feel supported in the technical side of things, so they appreciate friendly help and advice. The relationship with the operator should be a trusting, open and caring one. Mobile internet usage varies greatly in this group. Curious Novices consume data on a daily basis, but some more freely than others. They use mobile devices every day and expect everything to work seamlessly, so a reliable service is fundamental to how they consume mobile internet services, and impacts how they will consume data in the future. Most important factors for Curious Novices Price Interaction Device It s very frustrating when it takes four times the usual time to do things on the ipad. Massimiliano, Curious Novice ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE 9

10 control seekers Cautious users who stay on top of spending Staying in control of mobile internet usage and avoiding bad surprises is something Control Seekers value highly. They are headstrong users who have possibly had bad experiences concerning billing and subscriptions. As a result, they are now cautious in the way they use mobile broadband services. Some users will even use trackers to keep a closer eye on their usage, which helps to avoid financial shocks when the bill arrives, and ensures data usage is paced more effectively. Although they like to keep a close eye on how much data they consume, habits can vary within this group, ranging from high to average usage. Control Seekers restrict the use of certain devices and are more likely to opt for pre-paid services which offer more control over costs. Customized PLANS Vital for those who wish to control their mobile internet usage Most important factors for Control Seekers Price Interaction Device I haven t reached my limit yet, but I m very careful. I pay an extra GBP 5 for 500 megabytes in case I do go over. I try not to watch videos that are too long. Dionne, Control Seeker 10 ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE

11 SUMMARY Using a smartphone is a vital part of many consumers lives all over the world. Their needs and wants continue to evolve, as do the demands for faster, more reliable and flexible mobile networks. Of course, different consumer groups require different things, and operators must handle these expectations with innovative solutions that are tailored to specific target groups, not specific usage habits. In addressing consumer loyalty, operators must build relationships in the areas that are important for multiple target groups be it performance, value, or service. If operators manage to address the areas that are important to the consumer, they will increase value for users and ultimately build stronger relationships. SMARTPHONEs A vital part of consumers lives Inspired business opportunities Understanding the target groups identified in this report can help operators to tailor their offerings and increase uptake in mobile internet services and usage. Whether it s providing better loyalty benefits for those who demand constant attention, or improving data bundles for the user who wants to keep control effectively targeting the right user group presents the operator with a number of opportunities. Below are three of the many suggestions resulting from the study, proposing how operators can address and improve value for some of the identified target groups. How do operators deliver a service Seekers will love? Provide consumers with a better way to evaluate network performance. Allowing consumers to see personalized performance maps based on their commuting habits would provide them with a more individualized and relevant network rating, which is important when choosing an operator. What makes Curious Novices tick? This dependent target group can be helped by having a personal telecom contact who they can turn to whenever they are overwhelmed by technical problems. Having this personal contact will help to build a long-term relationship with their operator. What do Control Seekers look for in an operator? Assurance and the right to return offers that are not living up to expectations are highly valued by Control Seekers. Offering this type of flexible service will greatly improve the trust between operator and subscriber. ERICSSON CONSUMERLAB UNLOCKING CONSUMER VALUE 11

12 Ericsson is a world-leading provider of communications technology and services. We are enabling the Networked Society with efficient real-time solutions that allow us all to study, work and live our lives more freely, in sustainable societies around the world. Our offering comprises services, software and infrastructure within Information and Communications Technology for telecom operators and other industries. Today 40 percent of the world s mobile traffic goes through Ericsson networks and we support customers networks servicing more than 2.5 billion subscriptions. We are more than 110,000 people working with customers in more than 180 countries. Founded in 1876, Ericsson is headquartered in Stockholm, Sweden. In 2012 the company s net sales were SEK billion (USD 33.8 billion). Ericsson is listed on NASDAQ OMX, Stockholm and NASDAQ, New York stock exchanges. The content of this document is subject to revision without notice due to continued progress in methodology, design and manufacturing. Ericsson shall have no liability for any error or damage of any kind resulting from the use of this document. Ericsson SE Stockholm, Sweden Telephone Fax EAB-13: Uen Ericsson AB 2013

CONSUMERLAB CONNECTED LIFESTYLES. An analysis of evolving consumer needs

CONSUMERLAB CONNECTED LIFESTYLES. An analysis of evolving consumer needs CONSUMERLAB CONNECTED LIFESTYLES An analysis of evolving consumer needs An Ericsson Consumer Insight Summary Report January 2014 Contents INTRODUCTION AND KEY FINDINGS 3 THREE MARKETS, THREE REALITIES

More information

CONSUMERLAB. The Indoor Influence. Regional report Europe

CONSUMERLAB. The Indoor Influence. Regional report Europe CONSUMERLAB The Indoor Influence Regional report Europe Consumer Insight Summary Report April 2015 contents FROM DUSK TIL DAWN 3 LOCATION EQUATION 4 THE GENERATION GAME 6 INFORMATION IN HAND 7 METHODOLOGY

More information

consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction

consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction An Ericsson Consumer Insight Summary Report February 2012 contents Enhancing the consumer

More information

consumerlab SMARTER MOBILE BROADBAND How smarter management and charging of mobile internet can enhance the consumer experience

consumerlab SMARTER MOBILE BROADBAND How smarter management and charging of mobile internet can enhance the consumer experience consumerlab SMARTER MOBILE BROADBAND How smarter management and charging of mobile internet can enhance the consumer experience An Ericsson Consumer Insight Summary Report June 2012 contents Setting the

More information

CONSUMERLAB. Performance shapes smartphone behavior Understanding mobile broadband user expectations in India

CONSUMERLAB. Performance shapes smartphone behavior Understanding mobile broadband user expectations in India CONSUMERLAB Performance shapes smartphone behavior Understanding mobile broadband user expectations in India An Ericsson Consumer Insight Summary Report July 2014 contents CONSUMER PERCEPTION 3 VS. REAL

More information

consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators

consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators An Ericsson Consumer Insight Summary Report June 2013 contents USER BEHAVIOR IS CHANGING

More information

CONSUMERLAB INTERNET GOES MOBILE. Regional report South Africa

CONSUMERLAB INTERNET GOES MOBILE. Regional report South Africa CONSUMERLAB INTERNET GOES MOBILE Regional report South Africa An Ericsson ConsumerLab Insight Summary Report April 2015 contents FROM DUSK TIL DAWN 3 COMPREHENSIVE CONNECTIVITY 4 AGE MATTERS 5 SERVICE

More information

CONSUMERLAB. INTERNET GOES MOBILE Country report Nigeria

CONSUMERLAB. INTERNET GOES MOBILE Country report Nigeria CONSUMERLAB INTERNET GOES MOBILE Country report Nigeria An Ericsson Consumer Insight Summary Report April 2015 contents FROM DUSK TIL DAWN 3 LOCATION EQUATION 4 CONNECTIVITY CALCULATIONS 5 SERVICE AND

More information

CONSUMERLAB. Flexibility in work life

CONSUMERLAB. Flexibility in work life CONSUMERLAB Flexibility in work life An Ericsson ConsumerLab Insight Summary Report June 2015 contents ANY PLACE IS A WORK PLACE 3 TOWARDS GREATER FLEXIBILITY 4 ENABLING MOBLITY 5 THERE S AN APP FOR THAT

More information

CONSUMERLAB. sharing information. The rise of consumer influence

CONSUMERLAB. sharing information. The rise of consumer influence CONSUMERLAB sharing information The rise of consumer influence An Ericsson Consumer Insight Summary Report September 2015 Contents 3 INFORMATION SHARING DYNAMICS 4 INFORMATION SHARING WITH INDIVIDUALS

More information

Privacy, security and safety online

Privacy, security and safety online CONSUMERLAB Privacy, security and safety online Consumer perspectives and behavior February 2014 Contents CONTENTS internet reaches critical mass CONCERNS AFFECT BEHAVIOR BUT NOT USAGE ONLINE CONCERNS

More information

BUSINESS USERS GO MOBILE

BUSINESS USERS GO MOBILE CONSUMERLAB BUSINESS USERS GO MOBILE A study of enterprise mobility transformation An Ericsson ConsumerLab Insight Summary Report December 2014 ERICSSON CONSUMERLAB GAMING IN THE NETWORKED SOCIETY 1 contents

More information

CONSUMERLAB. Internet goes mobile. A study of ICT usage trends in urban Maghreb

CONSUMERLAB. Internet goes mobile. A study of ICT usage trends in urban Maghreb CONSUMERLAB Internet goes mobile A study of ICT usage trends in urban Maghreb An Ericsson Consumer Insight Summary Report February 2015 contents MAGHREB: MARKET OVERVIEW 3 INTERNET ON THE RISE 4 GETTING

More information

CONSUMERLAB. Mobile COMMERCE IN EMERGING MARKETS

CONSUMERLAB. Mobile COMMERCE IN EMERGING MARKETS CONSUMERLAB Mobile COMMERCE IN EMERGING MARKETS An Ericsson ConsumerLab Insight Summary Report January 2015 contents EXAMINING ATTITUDES 3 GROWING URBANIZATION 4 A CASH ECONOMY 6 PERCEPTION IS KEY 7 ECONOMIC

More information

One billion. Mobile Broadband subscriptions 2011. An Ericsson Consumer Insight Study on consumers connectivity needs

One billion. Mobile Broadband subscriptions 2011. An Ericsson Consumer Insight Study on consumers connectivity needs One billion Mobile Broadband subscriptions 2011 An Ericsson Consumer Insight Study on consumers connectivity needs This is ERICSSON CONSUMERLAB ConsumerLab is a knowledge-based organization. We provide

More information

EUROPE ERICSSON MOBILITY REPORT APPENDIX JUNE

EUROPE ERICSSON MOBILITY REPORT APPENDIX JUNE EUROPE ERICSSON MOBILITY REPORT APPENDIX JUNE 2015 MARKET OVERVIEW Key figures: Europe 2014 2020 CAGR 2014 2020 Mobile subscriptions (million) 1,125 1,270 2% Smartphone subscriptions (million) 450 830

More information

CONSUMERLAB. Mobile commerce in Emerging Asia

CONSUMERLAB. Mobile commerce in Emerging Asia CONSUMERLAB Mobile commerce in Emerging Asia An Ericsson Consumer Insight Summary Report August 2014 Contents METHODOLOGY 2 KEY FINDINGS 3 DIVERSE MARKETS 4 CASHONOMICS 6 DRIVING CHANGE 8 BUILDING BLOCKS

More information

LATIN AMERICA AND THE CARIBBEAN ERICSSON MOBILITY REPORT APPENDIX NOVEMBER

LATIN AMERICA AND THE CARIBBEAN ERICSSON MOBILITY REPORT APPENDIX NOVEMBER LATIN AMERICA AND THE CARIBBEAN ERICSSON MOBILITY REPORT APPENDIX NOVEMBER MARKET OVERVIEW Key figures: Latin America and the Caribbean M Mobile subscriptions (million) Smartphone subscriptions (million)

More information

BRINGING FAMILIES CLOSER

BRINGING FAMILIES CLOSER consumerlab BRINGING FAMILIES CLOSER The impact of communication technology on families in the US An Ericsson ConsumerLab Insight Summary Report August 2015 Contents 3 Family communication 4 Communication

More information

DATA-ENHANCED CUSTOMER EXPERIENCE

DATA-ENHANCED CUSTOMER EXPERIENCE DATA-ENHANCED CUSTOMER EXPERIENCE Using big data analytics to gather essential insight into user behaviors ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within

More information

EXPERIENCE ICT. Ericsson IT Managed Services

EXPERIENCE ICT. Ericsson IT Managed Services EXPERIENCE ICT Ericsson IT Managed Services Evolve the Experience BUILT WITH YOUR CUSTOMERS IN MIND Studies show that network and service performance are the most important factors in ensuring customer

More information

Customer centric managed services. Helping businesses thrive through joint strategic partnerships

Customer centric managed services. Helping businesses thrive through joint strategic partnerships Customer centric managed services Helping businesses thrive through joint strategic partnerships AN EVOLVING MODEL Managed services are evolving, and with them the model of business relationships that

More information

NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER

NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER 214 MARKET OVERVIEW Key figures: North America M 214 22 CAGR 214 22 Mobile subscriptions (million) 385 49 4% Smartphone subscriptions (million)

More information

NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX JUNE

NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX JUNE NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX JUNE 215 MARKET OVERVIEW Key figures: North America 214 22 CAGR 214 22 Mobile subscriptions (million) 38 48 4% Smartphone subscriptions (million) 25 37 5%

More information

LATIN AMERICA AND THE CARIBBEAN

LATIN AMERICA AND THE CARIBBEAN LATIN AMERICA AND THE CARIBBEAN ERICSSON MOBILITY REPORT NOVEMBER 2015 Market Overview Key figures: Latin America and the Caribbean 2015 2021 CAGR 2015 2021 Mobile subscriptions (million) 740 850 2% Smartphone

More information

Fast, Flexible & In Control MEET THE AGILE OPERATOR

Fast, Flexible & In Control MEET THE AGILE OPERATOR Fast, Flexible & In Control MEET THE AGILE OPERATOR From managing Scale To managing diversity Source: Ericsson Mobility Report, November 2013 A connected world is just the beginning The Networked Society

More information

Experience shapes mobile customer loyalty ERICSSON CONSUMERLAB

Experience shapes mobile customer loyalty ERICSSON CONSUMERLAB ERICSSON CONSUMERLAB Experience shapes mobile customer loyalty Understanding the impact of connectivity experience on smartphone user s loyalty to their operator An Ericsson Consumer and Industry Insight

More information

Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH

Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within all aspects

More information

DATA-DRIVEN EFFICIENCY

DATA-DRIVEN EFFICIENCY DATA-DRIVEN EFFICIENCY Combining actionable information with market insights to work intelligently and reduce costs ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence

More information

Embracing data sharing. Understanding the perceived value of shared data plans among smartphone users

Embracing data sharing. Understanding the perceived value of shared data plans among smartphone users Embracing data sharing Understanding the perceived value of shared data plans among smartphone users Ericsson ConsumerLab January 2015 Background and objectives Objectives Understand the perceived value

More information

Smart MOBILE DEVICES and app COVERAGE

Smart MOBILE DEVICES and app COVERAGE Smart MOBILE DEVICES and app COVERAGE EXTRACT FROM THE ERICSSON MOBILITY REPORT JUNE 2014 Smart MOBILE DEVICES and app COVERAGE Mobile radio network capabilities increase with each new technology generation.

More information

CONSUMERLAB. connected homes

CONSUMERLAB. connected homes CONSUMERLAB connected homes An Ericsson Consumer Insight Summary Report June 2015 contents 3 4 5 6 7 9 10 11 THE IMPORTANCE OF THE HOME DRIVERS for a connected home CONNECTIVITY TODAY CONNECTED HOME CATEGORIES

More information

YOUNG PROFESSIONALS AT WORK

YOUNG PROFESSIONALS AT WORK consumerlab YOUNG PROFESSIONALS AT WORK The working lives and expectations of the emerging professional generation in the US An Ericsson Consumer Insight Summary Report April 2013 contents THE LEADERS

More information

Ericsson Live Events

Ericsson Live Events Ericsson Live Events Enabling the Ultimate Fan Experience Delivering on fan expectations Enabling you to invent your ultimate fan experience We know what s important: Growing revenues through attendance

More information

CONSUMERLAB. 10 Hot Consumer Trends 2014. www.ericsson.com/consumerlab

CONSUMERLAB. 10 Hot Consumer Trends 2014. www.ericsson.com/consumerlab CONSUMERLAB 10 Hot Consumer Trends 2014 www.ericsson.com/consumerlab 1. Apps change society The fast global uptake of smartphones has completely changed the way we communicate and use the internet. This

More information

EUROPE ERICSSON MOBILITY REPORT

EUROPE ERICSSON MOBILITY REPORT EUROPE ERICSSON MOBILITY REPORT NOVEMBER 2015 Market Overview Key figures: Europe 2015 2021 CAGR 2015 2021 Mobile subscriptions (million) 1,140 1,250 1% Smartphone subscriptions (million) 550 880 10% Data

More information

CONSUMERLAB COMMUNICATION IN THE WORLD OF APPS. Understanding how app usage is transforming the way we interact

CONSUMERLAB COMMUNICATION IN THE WORLD OF APPS. Understanding how app usage is transforming the way we interact CONSUMERLAB COMMUNICATION IN THE WORLD OF APPS Understanding how app usage is transforming the way we interact An Ericsson Consumer Insight Summary Report June 2015 contents 3 THE FUTURE OF INTERACTION

More information

SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER

SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER 214 Market overview Key figures: South East Asia and Oceania M 214 995 224 35 22 1,33 81 2,7 CAGR 214 22 5% 25% 4% Mobile subscriptions

More information

THIS IS ERICSSON Global connections Local commitment

THIS IS ERICSSON Global connections Local commitment THIS IS ERICSSON Global connections Local commitment In the rapidly changing information and communication industry, we take the role of business enabler. Hans Vestberg, President and CEO Communication

More information

CONSUMERLAB. TV AND MEDIA 2014 Changing consumer needs are creating a new media landscape

CONSUMERLAB. TV AND MEDIA 2014 Changing consumer needs are creating a new media landscape CONSUMERLAB TV AND MEDIA 2014 Changing consumer needs are creating a new media landscape An Ericsson Consumer Insight Summary Report September 2014 Contents EVOLUTION OF TV 3 CONTENT IS KING 4 THE SERVICE

More information

SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT APPENDIX

SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT APPENDIX SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT APPENDIX June 2014 MARKET OVERVIEW The telecommunications infrastructure in Sub-Saharan Africa continues to evolve and develop across key sectors. Consumers,

More information

CONSUMERLAB. Understanding the diverse behavior and needs of smartphone mobile internet users in urban India

CONSUMERLAB. Understanding the diverse behavior and needs of smartphone mobile internet users in urban India CONSUMERLAB Understanding the diverse behavior and needs of smartphone mobile internet users in urban India An Ericsson Consumer Insight Summary Report April 2015 Indian cities researched contents Top

More information

consumerlab TV AND VIDEO An analysis of evolving consumer habits

consumerlab TV AND VIDEO An analysis of evolving consumer habits consumerlab TV AND VIDEO An analysis of evolving consumer habits An Ericsson Consumer Insight Summary Report August 2012 contents A NEW ERA 3 TODAY S HABITS 4 WILLINGNESS TO PAY 6 CORD CUTTERS AND CORD

More information

A WIDER SHARING ECOSYSTEM. The pivotal role of data in transport solutions

A WIDER SHARING ECOSYSTEM. The pivotal role of data in transport solutions A WIDER SHARING ECOSYSTEM The pivotal role of data in transport solutions October 2015 A MARKET ON THE MOVE CONTENTS 3 TRANSPORT TRENDS 4 THE ROAD AHEAD 5 TRANSPARENCY LEADS TO TRUST 6 DATA LOCATION AND

More information

SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT

SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT NOVEMBER 2015 Market Overview Key figures: Sub-Saharan Africa 2015 2021 CAGR 2015 2021 Mobile subscriptions (million) 690 1,020 7% Smartphone subscriptions (million)

More information

KEEPING THE internet OPEN FOR INNOVATION Our perspective on the net neutrality debate

KEEPING THE internet OPEN FOR INNOVATION Our perspective on the net neutrality debate KEEPING THE internet OPEN FOR INNOVATION Our perspective on the net neutrality debate June 2015 INTRODUCTION Keeping the internet open for innovation is critical to ensuring continued investment in all

More information

INTERACTIVITY BEYOND THE SCREEN

INTERACTIVITY BEYOND THE SCREEN CONSUMERLAB INTERACTIVITY BEYOND THE SCREEN Consumer expectations of the internet of things contents UNDERSTANDING DIGITAL 3 THE INTERACTIVE SCREEN AGE 4 THE CONSTANT YET EVER-CHANGING CLOUD 5 USING SENSORS

More information

CONSUMERLAB. New ways to play games. Exploring changing video gaming behaviors

CONSUMERLAB. New ways to play games. Exploring changing video gaming behaviors CONSUMERLAB New ways to play games Exploring changing video gaming behaviors An Ericsson Consumer Insight Summary Report March 2014 contents KEY FINDINGS 3 TRANSFORMING BEHAVIORS 4 NEW WAYS TO PLAY 6 GAMIFICATION

More information

#sharedvictory. Key Event Experience services maximize spectators satisfaction at the world s biggest football tournament

#sharedvictory. Key Event Experience services maximize spectators satisfaction at the world s biggest football tournament #sharedvictory Key Event Experience services maximize spectators satisfaction at the world s biggest football tournament January 2015 CONTENTS SUMMARY 3 IN THE MOMENT 4 MEASURING THE EXPERIENCE 6 TEAMING

More information

app coverage applied EXTRACT FROM THE ERICSSON MOBILITY REPORT

app coverage applied EXTRACT FROM THE ERICSSON MOBILITY REPORT app applied EXTRACT FROM THE ERICSSON MOBILITY REPORT NOVEMBER 2013 App COVERAGE applied The use of smartphones and tablets has caused a surge in mobile data around the world. Today, users want reliable

More information

voice and internet vital to city life CONSUMERLAB www.ericsson.com/consumerlab

voice and internet vital to city life CONSUMERLAB www.ericsson.com/consumerlab voice and internet vital to city life CONSUMERLAB www.ericsson.com/consumerlab Good quality voice and internet connections vital to city life City dwellers around the world are clear about one thing: having

More information

10 hot consumer trends 2013. consumerlab www.ericsson.com/consumerlab

10 hot consumer trends 2013. consumerlab www.ericsson.com/consumerlab 10 hot consumer trends 2013 consumerlab www.ericsson.com/consumerlab Cloud reliance reshapes device needs Figure 1: Online service use preference on different devices USA Tablet user Smartphone user Mobile

More information

Transforming industries: energy and utilities. How the Internet of Things will transform the utilities industry

Transforming industries: energy and utilities. How the Internet of Things will transform the utilities industry Transforming industries: energy and utilities How the Internet of Things will transform the utilities industry GETTING TO KNOW UTILITIES Utility companies are responsible for managing the infrastructure

More information

Mobile broadband for all

Mobile broadband for all ericsson White paper Uen 284 23-3195 Rev B March 2015 Mobile broadband for all optimizing radio technologies As operators roll out LTE 4G networks, WCDMA/HSPA 3G technology is rapidly shifting from the

More information

consumerlab CITy life

consumerlab CITy life consumerlab CITy life An Ericsson Consumer Insight Summary Report May 2012 contents Nowadays, more and more people are opting to live in cities. There are many reasons for this, often stemming from the

More information

CONSUMERLAB. TV AND MEDIA 2015 The empowered TV and media consumer s influence

CONSUMERLAB. TV AND MEDIA 2015 The empowered TV and media consumer s influence CONSUMERLAB TV AND MEDIA 2015 The empowered TV and media consumer s influence An Ericsson Consumer Insight Report September 2015 Contents 4 THE ROLE OF CONTENT EVOLVING MEDIA HABITS 8 VIDEO ON THE GO 10

More information

Ericsson Mobility Report ON THE PULSE OF THE NETWORKED SOCIETY

Ericsson Mobility Report ON THE PULSE OF THE NETWORKED SOCIETY Ericsson Mobility Report ON THE PULSE OF THE NETWORKED SOCIETY MOBILE WORLD CONGRESS EDITION FEBRUARY 215 Key figures Accumulated mobile subscriptions (net additions) 29 214 215 22 Unit Worldwide mobile

More information

Rethinking energy performance. Increase App Coverage, lower energy

Rethinking energy performance. Increase App Coverage, lower energy Rethinking energy performance Increase App Coverage, lower energy February 2015 RETHINKING ENERGY PERFORMANCE Technology is developing faster than ever, and with demands pulling at operators from all directions,

More information

TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience

TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience OVERVIEW You can t provide the best possible shopping experience and truly live up to the promise of

More information

Translating user experience into KPIs

Translating user experience into KPIs ericsson White paper 284 23-3270 Uen August 2015 Translating user experience into KPIs A NEW METHODOLOGY Operators have often struggled to find connections between user experience and what the network

More information

Yield Optimization. Increased revenue improved user experience

Yield Optimization. Increased revenue improved user experience Yield Optimization Increased revenue improved user experience INTRODUCTION User experience is central to operator success. Satisfied subscribers are more loyal an essential consideration in competitive

More information

5G: what is it? MORE THAN JUST IMPROVED PERFORMANCE AND GREATER FLEXIBILITY, THE NEXT GENERATION IS A SHIFT IN MINDSET

5G: what is it? MORE THAN JUST IMPROVED PERFORMANCE AND GREATER FLEXIBILITY, THE NEXT GENERATION IS A SHIFT IN MINDSET 5G: what is it? MORE THAN JUST IMPROVED PERFORMANCE AND GREATER FLEXIBILITY, THE NEXT GENERATION IS A SHIFT IN MINDSET October 2014 CONTENTS Abstract A SHIFT in MiNDSET 3 5G TECHNOLOGY 5 KEY EXPECTATIONS

More information

A comprehensive, three-step approach to monetizing network assets

A comprehensive, three-step approach to monetizing network assets A comprehensive, three-step approach to monetizing network assets Sustaining the brand promise has never been more important in maturing markets, where customers have greater choice for devices, services

More information

App coverage. ericsson White paper Uen 284 23-3212 Rev B August 2015

App coverage. ericsson White paper Uen 284 23-3212 Rev B August 2015 ericsson White paper Uen 284 23-3212 Rev B August 2015 App coverage effectively relating network performance to user experience Mobile broadband networks, smart devices and apps bring significant benefits

More information

Mobile Broadband, DSL, & International Bandwidth Prices

Mobile Broadband, DSL, & International Bandwidth Prices Mobile Broadband, DSL, & International Bandwidth Prices Market and Competition Unit TELECOMMUNICATIONS REGULATORY AUTHORITY (TRA), LEBANON November 2011 Table of Contents I. Mobile Broadband Pricing in

More information

Focusing on you. Focusing on the future.

Focusing on you. Focusing on the future. Focusing on you. Focusing on the future. Talk to JAM now on 0800 211 8877 www.jamrecruitment.co.uk Powerful RPO solutions from JAM Recruitment Future Great recruitment is incredibly powerful. It can change

More information

Sage 50 Accounts. What is Sage 50 Accounts?

Sage 50 Accounts. What is Sage 50 Accounts? Sage 50 Accounts What is Sage 50 Accounts? What is Sage 50 Accounts? Sage 50 Accounts is market-leading accounts software designed to help you manage your finances. Keep track of sales, expenses and profit,

More information

The Quad-Play Balancing Act

The Quad-Play Balancing Act Understanding the Business Model By Michael Dargue and Jennifer Lin Service providers continue to invest heavily to build quad-play bundles, many with high hopes for lower churn and better margins. The

More information

Trending with NextGen travelers. Understanding the NextGen consumer-traveler

Trending with NextGen travelers. Understanding the NextGen consumer-traveler Trending with NextGen travelers Understanding the NextGen consumer-traveler Why NextGen is important Amadeus research study: the NextGen traveler Understanding trendsetters and future heavy consumers of

More information

Tv & media 2014 italy. Aurelio Severino, Direttore Tv e Media Giovanni Zappelli, Responsabile ConsumerLab

Tv & media 2014 italy. Aurelio Severino, Direttore Tv e Media Giovanni Zappelli, Responsabile ConsumerLab Tv & media 2014 italy Aurelio Severino, Direttore Tv e Media Giovanni Zappelli, Responsabile ConsumerLab Leadership di mercato INFRASTRUTTURE MOBILI OSS&BSS SERVIZI TV AND MEDIA DELIVERY Patents 35,000

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

See what cloud can do for you.

See what cloud can do for you. See what cloud can do for you. Uncomplicating cloud business Table of contents Introduction 3 Why cloud is relevant for your business? 4 What is changing? 4 Why organizations are moving to cloud 5 What

More information

Why Superior Network Performance Matters

Why Superior Network Performance Matters de title 44 pt level 1 24 pt vel 2-5 20 pt _`abcdefghijklm ÚÛÜÝÞßàáâãä ĎďĐđĒĖėĘęĚě ŘřŚśŞşŠšŢţŤťŪ ỳ ĠĢĢĪĪĮĮİĶĶĹĹĻ ŮŮŰŰŲŲŴŴŶ ΪΫΆΈΉΊΰαβγδε РСТУФХЦЧШ ХЦЧШЩЪЫЬЭ ẂẃẄẅỲỳ ects or r area Ericsson Internal 2012-07-16

More information

Next-Generation Mobile Apps 7 Critical Success Factors

Next-Generation Mobile Apps 7 Critical Success Factors Mobile marketing is still the new kid on the block. Some marketers have tried a variety of mobile tactics and found Next-Generation Mobile Apps 7 Critical Success Factors Introduction There are literally

More information

the stress of streaming delays

the stress of streaming delays the stress of streaming delays EXTRACT FROM THE ERICSSON MOBILITY REPORT MOBILE WORLD CONGRESS EDITION FEBRUARY 2016 The stress of streaming delays When consumers turn to their smartphones to find information

More information

Email Marketing Now let s get started on probably the most important part probably it is the most important part of this system and that s building your e-mail list. The money is in the list, the money

More information

WHITE PAPER. Telecom industry the expatriate consumer segment

WHITE PAPER. Telecom industry the expatriate consumer segment WHITE PAPER Telecom industry the expatriate consumer segment Summary The telecom industry, keeping pace with the leaps in this global digital era, is undergoing an immense transformation. It has been affected

More information

ANALYZE ACT AND ADAPT. Analytics Suite: Loyalty And Churn Analytics

ANALYZE ACT AND ADAPT. Analytics Suite: Loyalty And Churn Analytics ANALYZE ACT AND ADAPT Analytics Suite: Loyalty And Churn Analytics Introduction Increasing market saturation means everyone is struggling to keep their customers and attract someone else s. The competition

More information

ACTIONABLE INTELLIGENCE: TRANSFORMING UTILITIES

ACTIONABLE INTELLIGENCE: TRANSFORMING UTILITIES ACTIONABLE INTELLIGENCE: TRANSFORMING UTILITIES Combining actionable information with market insights to work intelligently and reduce costs BIG DATA AND UTILITIES Ericsson is driving the development of

More information

Evolving operator roles. How the Internet of Things can create innovative solutions that support society

Evolving operator roles. How the Internet of Things can create innovative solutions that support society Evolving operator roles How the Internet of Things can create innovative solutions that support society WHAT IS THE INTERNET OF THINGS? A definition The Internet of Things (IoT) is the design and implementation

More information

Research Report Charging and Billing for the Digital Economy

Research Report Charging and Billing for the Digital Economy Research Report Charging and Billing for the Digital Economy Copyright Openet Telecom, 2013 Index Introduction 3 1. The Future for Traditional Billing and Charging 4 2. Innovating and Accelerating Time

More information

Mobile Marketing: Key Trends

Mobile Marketing: Key Trends The Mobile Media Authority The Mobile Market Authority Mobile Marketing: Key Trends The Mobile Media Authority Trusted intelligence for a mobile world Evan Neufeld VP + Sr. Analyst M:Metrics, Inc 2007

More information

2013 Acquisition & Retention Study Report. Key trends show that quality drives loyalty

2013 Acquisition & Retention Study Report. Key trends show that quality drives loyalty 2013 Acquisition & Retention Study Report Key trends show that quality drives loyalty Key findings of the 2013 Acquisition & Retention Study Report More people are using advanced mobile services: In mature

More information

How Financial Institutions Can Build Customer Relationships for Long-Term Success

How Financial Institutions Can Build Customer Relationships for Long-Term Success How Financial Institutions Can Build Customer Relationships for Long-Term Success By First Data and Market Strategies International 2011 First Data Corporation. All trademarks, service marks and trade

More information

Rethink application possibilities and align to desired business outcomes

Rethink application possibilities and align to desired business outcomes Whitepaper Rethink application possibilities and align to desired business outcomes EALA results January 2014 2014 Avanade Inc. All rights reserved. Executive summary It s a new world of applications.

More information

Improving indoor app coverage

Improving indoor app coverage Improving indoor app coverage Launch Commercial Presentation Improving Indoor App Coverage Commercial in confidence Ericsson AB 2015 2015-08-14 Page 1 Improving indoor app coverage Capitalizing on Indoor

More information

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications Mobile Apps: What Consumers Really Need and Want A Global Study of Consumers Expectations and Experiences of Mobile Applications The Difference Between a Mobile App and a Mobile Website Before we evaluate

More information

SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT JUNE

SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT JUNE SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT JUNE Market Overview Key figures: South East Asia and Oceania 2021 CAGR 2021 Mobile subscriptions (million) 990 1,250 4% Smartphone subscriptions (million)

More information

Mobile broadband. Market trends. Mikael Halén Director, Government & Industry Relations. September 5, 2014, CAPE TOWN

Mobile broadband. Market trends. Mikael Halén Director, Government & Industry Relations. September 5, 2014, CAPE TOWN Mobile broadband Market trends September 5, 2014, CAPE TOWN Mikael Halén Director, Government & Industry Relations Capacity building workshop SA Parliament Cape Town September 5, 2014 The last 20 years

More information

TOGETHER WE PARTNER FOR SUCCESS

TOGETHER WE PARTNER FOR SUCCESS TOGETHER WE PARTNER FOR SUCCESS TOGETHER WE At the end of this highly successful year, these two simple words encompass our unrelenting commitment to collaborate and innovate with you our campus partners

More information

European Mobile Market: Beyond Price-based Strategies. Laura Allen Phillips, Research Analyst, Parks Associates

European Mobile Market: Beyond Price-based Strategies. Laura Allen Phillips, Research Analyst, Parks Associates European Mobile Market: Beyond Price-based Strategies Laura Allen Phillips, Research Analyst, Parks Associates A Paradigm Shift Italy The European Mobile Industry European Mobile Market: Beyond Price-based

More information

Expanding the human possibilities of technology

Expanding the human possibilities of technology Expanding the human possibilities of technology Let s talk Barcelona Days 2015 1 Nokia Solutions and Networks 2015 - Technology Vision 2020 For internal use Nokia Networks voice evolution strategies How

More information

CONSUMERLAB. Consumer privacy in an online world

CONSUMERLAB. Consumer privacy in an online world CONSUMERLAB Consumer privacy in an online world An Ericsson Consumer Insight Summary Report, February 2012 introduction Ericsson ConsumerLab has done research during the past year on consumer awareness,

More information

From App Failure to App Success

From App Failure to App Success StockTwits Customer Story From App Failure to App Success + StockTwits is a social network for investors and traders to share info on public companies in real time. StockTwits integrated Apptentive to

More information

The Changing Environment of Video Advertising

The Changing Environment of Video Advertising WhitePaper The Changing Environment of Video Advertising Video. Personal. Everywhere. White Paper Introduction While the technology industry today moves in evolutions, not revolutions, you d be hard-pressed

More information

GUIDE Social Media Strategy Guide. How to build your strategy from start to finish

GUIDE Social Media Strategy Guide. How to build your strategy from start to finish GUIDE Social Media Strategy Guide How to build your strategy from start to finish Social Media Strategy Guide How to build your strategy from start to finish Whether you re a social media coordinator for

More information

The Executive s CXM Strategy Guide

The Executive s CXM Strategy Guide The Executive s CXM Strategy Guide Cut through the CXM noise Customer Experience Management (CXM) is a strategy and practice for delivering online and offline customer experiences to acquire and retain

More information

HSPA, LTE and beyond. HSPA going strong. PRESS INFORMATION February 11, 2011

HSPA, LTE and beyond. HSPA going strong. PRESS INFORMATION February 11, 2011 HSPA, LTE and beyond The online multimedia world made possible by mobile broadband has changed people s perceptions of data speeds and network service quality. Regardless of where they are, consumers no

More information

White Paper Service Excellence: Transforming the Customer Experience

White Paper Service Excellence: Transforming the Customer Experience White Paper Service Excellence: Transforming the Customer Experience Telephone: +44 (0)20 7960 4197 Email: info@makepositive.com makepositive.com Are we really getting the most from technology? Hello from

More information

News in a Mobile World

News in a Mobile World News in a Mobile World About This Series The business of news continues to change at an astonishingly rapid pace. Like our local news partners, CNN must stay ahead of evolving consumer preferences, new

More information