In a digital world, Telecom operators face challenging customer exceptions. Learn more about the ideal one click customer journey and Ericsson ConsumerLab insights.
Ericsson ConsumerLab: The one-click ideal - PresentationEricsson
In a digital world, Telecom operators face challenging customer exceptions. Learn more about the ideal one click customer journey and Ericsson ConsumerLab insights.
This deck shows how customer (self-)service can be re-imagined through messaging/texting, and how context continuity can be maintained atop of the explosion of available customer care channels.
Future of retail global trends summary nov 2020Future Agenda
This is an updated summary of 60 global trends that may impact the world of retail over the next decade. Multiple expert discussions across Asia, Europe, MENA and North America have developed and shared these insights that have been curated into ten key shifts.
As we finalise the future views before wider public sharing, we very much welcome your feedback on these and which may have greatest future impact.
douglas.jones@futureagenda.org
@futureagenda
PurpleBug Study - Consumer Purchasing Behavior Pre/During/After COVID-19 in t...PurpleBug, Inc.
This report is centered around people’s purchasing behavior, taking into consideration the influence of the still ongoing COVID-19 pandemic. It includes the presentation of the results of an in-house survey done by PurpleBug, delving deeper into Filipino consumers’ purchase behavior and psyche as affected by quarantines and other pandemic restrictions. The report tackles into detail their spending habits, perceptions, and purchase channel preferences.
Ericsson ConsumerLab: The one-click ideal - PresentationEricsson
In a digital world, Telecom operators face challenging customer exceptions. Learn more about the ideal one click customer journey and Ericsson ConsumerLab insights.
This deck shows how customer (self-)service can be re-imagined through messaging/texting, and how context continuity can be maintained atop of the explosion of available customer care channels.
Future of retail global trends summary nov 2020Future Agenda
This is an updated summary of 60 global trends that may impact the world of retail over the next decade. Multiple expert discussions across Asia, Europe, MENA and North America have developed and shared these insights that have been curated into ten key shifts.
As we finalise the future views before wider public sharing, we very much welcome your feedback on these and which may have greatest future impact.
douglas.jones@futureagenda.org
@futureagenda
PurpleBug Study - Consumer Purchasing Behavior Pre/During/After COVID-19 in t...PurpleBug, Inc.
This report is centered around people’s purchasing behavior, taking into consideration the influence of the still ongoing COVID-19 pandemic. It includes the presentation of the results of an in-house survey done by PurpleBug, delving deeper into Filipino consumers’ purchase behavior and psyche as affected by quarantines and other pandemic restrictions. The report tackles into detail their spending habits, perceptions, and purchase channel preferences.
Voice Commerce, Voice Shopping, or V-CommerceAlex Mari
Understanding shopping-related voice assistants and their effect on brands. Why are voice assistants relevant for brands and retailers? How is voice assistants diffusion affecting market dynamics?
Presented at IMMAA Annual Conference on Media and Innovation, Northwestern University in Qatar, Doha (Qatar), October 4-6, 2019.
The following presentation examines trends and best practices in Self Service, with respect to consumer trends, company strategies, tools and best practices in various industries.
We have reviewed the following types of Self Services:
Unassisted Self Service - where a customer can complete a transaction / receive the support he/she needs without requiring a human agent’s assistance at all. For example: online booking and ordering, online fund transferring, etc.
Assisted Self Service - where the customer can access the service at his/her own terms, but does require a human agent on the other side, for example: video tellers / conference calls, live chats with a live agent, email / SMS to an agent, etc.
Future of retail - Five key future trends - 9 Dec 2020Future Agenda
Future of Retail – Five Key Trends
The pandemic has accelerated change across many sectors – and especially retail. More online, less physical and empty malls have been evident globally. So what about the next ten years? What changes will continue to accelerate, which will rebalance, and which new ones will emerge?
Based on extensive dialogue with retail, tech and city leaders globally, this new point of view brings together the major shifts in the mix collated under five key trends – Reemphasis on the Local, Identity Insights, Automated Retail, Continuous Interaction and Informed Consumers.
Now being used to stimulate new thinking, innovation and strategy development in multiple projects around the world, this is being shared to continue dialogue on changes and impact.
We welcome your views @futureagenda
Pharma Conference 2016 - What's Next for Pharma? - Alex Cernatescu - InfinitAlex Cernatescu
A presentation that tackles the new technologies' impact in the pharma industry and how the future of both patients and pharma professionals will be changed. Also I am touching some interesting trends that we need to be very aware of in pharma marketing, advertising and overall business development.
In highly regulated healthcare environments, mobile technology advancements enable greater -flexibility, portability, interactivity and better patient care than ever before. This infographic presents different use cases for the latest technologies.
Profitability of Accessibility WordPress Accessibility Day 2020Sumner M. Davenport
Can creating or remediating WordPress sites to include Accessibility increase clients and web designers profits?
Can you measure how much money businesses are losing out on because of a non-Accessible website?
Can profits be lost by designers who are not including Accessibility in their services?
The answer to all of the above is “Yes.”
One in five US adults have some type of wearable technology and 77% want wearable tech to help them exercise smarter. 56% of US adults believe monitoring of vital signs will extend life expectancy by 10 years. Welcome to the #futureofhealth.
Voice Commerce, Voice Shopping, or V-CommerceAlex Mari
Understanding shopping-related voice assistants and their effect on brands. Why are voice assistants relevant for brands and retailers? How is voice assistants diffusion affecting market dynamics?
Presented at IMMAA Annual Conference on Media and Innovation, Northwestern University in Qatar, Doha (Qatar), October 4-6, 2019.
The following presentation examines trends and best practices in Self Service, with respect to consumer trends, company strategies, tools and best practices in various industries.
We have reviewed the following types of Self Services:
Unassisted Self Service - where a customer can complete a transaction / receive the support he/she needs without requiring a human agent’s assistance at all. For example: online booking and ordering, online fund transferring, etc.
Assisted Self Service - where the customer can access the service at his/her own terms, but does require a human agent on the other side, for example: video tellers / conference calls, live chats with a live agent, email / SMS to an agent, etc.
Future of retail - Five key future trends - 9 Dec 2020Future Agenda
Future of Retail – Five Key Trends
The pandemic has accelerated change across many sectors – and especially retail. More online, less physical and empty malls have been evident globally. So what about the next ten years? What changes will continue to accelerate, which will rebalance, and which new ones will emerge?
Based on extensive dialogue with retail, tech and city leaders globally, this new point of view brings together the major shifts in the mix collated under five key trends – Reemphasis on the Local, Identity Insights, Automated Retail, Continuous Interaction and Informed Consumers.
Now being used to stimulate new thinking, innovation and strategy development in multiple projects around the world, this is being shared to continue dialogue on changes and impact.
We welcome your views @futureagenda
Pharma Conference 2016 - What's Next for Pharma? - Alex Cernatescu - InfinitAlex Cernatescu
A presentation that tackles the new technologies' impact in the pharma industry and how the future of both patients and pharma professionals will be changed. Also I am touching some interesting trends that we need to be very aware of in pharma marketing, advertising and overall business development.
In highly regulated healthcare environments, mobile technology advancements enable greater -flexibility, portability, interactivity and better patient care than ever before. This infographic presents different use cases for the latest technologies.
Profitability of Accessibility WordPress Accessibility Day 2020Sumner M. Davenport
Can creating or remediating WordPress sites to include Accessibility increase clients and web designers profits?
Can you measure how much money businesses are losing out on because of a non-Accessible website?
Can profits be lost by designers who are not including Accessibility in their services?
The answer to all of the above is “Yes.”
One in five US adults have some type of wearable technology and 77% want wearable tech to help them exercise smarter. 56% of US adults believe monitoring of vital signs will extend life expectancy by 10 years. Welcome to the #futureofhealth.
Outsourcing payroll allows employers to concentrate on their core business and frees up the business owner, human resources or accounting personnel to work more on strategic tasks that could ultimately affect your bottom line. Here are the benefits of outsourcing payroll.
Проблемы производительности труда в УкраинеBPI-Group
Рабочая сила Украины, согласно отчету по глобальной конкурентоспособности Всемирного экономического форума, обладает высоким уровнем образования. Однако, на практике страна не может трансформировать это преимущество в высокие показатели производительности труда. Рассмотрим основные причины данного явления и ознакомимся с некоторыми фактами...
Digital divas represent 22% of total shoppers but 69% of total fashion spend. Read the full report from University of Arizona and Demandware on how they are digitizing the store.
Ericsson ConsumerLab: Connected lifestyles’ expectations identifiedEricsson
http://www.ericsson.com/thinkingahead/consumerlab
This Ericsson ConsumerLab report identifies the key success criteria for the services of tomorrow to satisfy the needs of a connected society.
People have changed the way they purchase things. Rather than going to the nearest store to research and make a purchase, customers now prefer to research online and then buy in-store, or vice versa. With the increasing popularity and use of mobile technology, people expect buying things from wherever they are and whenever they want to.
Harnessing Social and Mobile to Court the Digital ConsumerCognizant
Our recent research shows the myriad ways that digital consumers are increasingly incorporating social and mobile technologies into their shopping and buying experiences.
What does customer satisfaction in the digital age actually mean? At Sprint Reply, in close cooperation with our partner consultancy mobileVision, we have conducted an in-depth research on today’s customer satisfaction challenges and opportunities. The paper provides a number of interesting insights. Read it here.
The growing use of Internet in India provides varied opportunities for online shopping from both customer and seller perspective. If Electronic marketers (E-Marketers) know the factors affecting online Indian behavior, the relationships between these factors and the type of online buyers, they can further develop their marketing strategies to convert potential buyers into active buyerswhile retainingits original customer base. This study focuses on the factors which online buyers takes into consideration while shopping online. This research will help in finding the impact of e-market on customers’ purchasing patterns and how their security and privacy concerns about online marketinginfluences their online buying behavior. The study will further encompass the various important inputs which will equip the marketers for creating online marketing more lucrative and assured by adding value to the existing services.
2014 Digital Marketing Midyear Review - Mobile is the keywordConcur
The rise of mobile brings drastic changes on China’s internet, and becomes the new opportunity and inspiration for marketers to get in touch with the target audience. iClick reviewed some significant changes and concluded with a few practical recommendations for marketers to ride on the emerging digital trends in China.
Epsilon China Consumer Experience Report 2015Jeffrey Evans
Epsilon powers business results for the world’s leading marketers, using customer intelligence to ignite connections between brands and customers with solutions that integrate rich data, engaging creativity and robust technologies. Each year we conduct proprietary consumer research across China to gain customer perspectives on topics that matter to brands. In this year’s study, we sought to explore Chinese consumer experience: the connections with brands they value the most, and the impact of those connections on purchase behaviors. We looked at how Chinese consumers engage with brands, with an eye toward helping brands build and benefit from positive consumer experiences. Covering clothing, grocery, financial services, travel, luxury, restaurant, eCommerce, appliance, food and beverage, and consumer product sectors, Epsilon’s research examined in depth how China’s consumers engage with brands across numerous touchpoints and channels.
89% of consumers switch to a competitor after a poor CX Abhishek Sood
89% of consumers switch to a competitor following a poor customer experience, according to an Oracle study. But how can you use digital technology to improve your customers' experience?
Uncover how several prominent businesses embraced digital technologies to retain customers and increase profits. For example, Domino's Pizza had a 23% growth in profit after it allowed customers to track their deliveries online.
Discover the 4 factors that can make a digital transformation project profitable and worthwhile.
The global market for self service is experiencing growth, and research companies predict it will keep growing in the next few years. The main reason for growth is that self service can benefit both customers and companies.
Companies that deliver online self service are able to minimize costs (as long as service is provided efficiently) and benefit from increased customer satisfaction, customer loyalty, lifetime value and advocacy.
in terms of customer satisfaction, there is a clear preference for digital and multi-channel service. However, poor self service can cause the customer to abandon the channel. For organizations, self- service saves costs as long as the service is provided correctly and the information is synchronized between the different channels. Today, customer satisfaction is still very high when a live representative is involved, but our assessment is that in the near future, the picture may change following the entry of innovative tools that enhance the service experience significantly. We expect robots (or “bots”) to become the next preferred channel for self service, with the accumulation of data, which enables a better automatic service than ever before.
Quality of Experience in a Digital World: A CSP Action Plan for Millennials a...Cognizant
Customers of communications service providers want easier to use digital channels, proactive and personalized offerings, and the ability to bring connected technologies to life, our latest research reveals.
A report from Ericsson ConsumerLab shows how the internet facilitates smart choices in city life.
The idea of smart cities is an intriguing concept. However, the future will partly be a story of how the architects defining the way our future cities operate are going to be citizens themselves. As the internet makes us more informed, we are in turn making better informed decisions.
We are becoming smart citizens and through our changing behaviors, efficient practices and smarter social norms are developing in our cities.
Similar to Ericsson ConsumerLab: The one-click ideal (20)
Ericsson Technology Review: Versatile Video Coding explained – the future of ...Ericsson
Continuous innovation in 5G networks is creating new opportunities for video-enabled services for both consumers and industries, particularly in areas such as the Internet of Things and the automotive sector. These new services are expected to rely on continued video evolution toward 8K resolutions and beyond, and on new strict requirements such as low end-to-end latency for video delivery.
The latest Ericsson Technology Review article explores recent developments in video compression technology and introduces Versatile Video Coding (VVC) – a significant improvement on existing video codecs that we think deserves to be widely deployed in the market. VVC has the potential both to enhance the user experience for existing video services and offer an appropriate performance level for new media services over 5G networks.
BRIDGING THE GAP BETWEEN PHYSICAL AND DIGITAL REALITIES
The key role that connectivity plays in our personal and professional lives has never been more obvious than it is today. Thankfully, despite the sudden, dramatic changes in our behavior earlier this year, networks all around the world have proven to be highly resilient. At Ericsson, we’re committed to ensuring that the network platform continues to improve its ability to meet the full range of societal needs as well as supporting enterprises to stay competitive in the long term. We know that greater agility and speed will be essential.
This issue of our magazine includes several articles that explain Ericsson’s approach to future network development, including my annual technology trends article. The seven trends on this year’s list serve as a critical cornerstone in the development of a common Ericsson vision of what future networks will provide, and what sort of technology evolution will be required to get there.
ERIK EKUDDEN
Senior Vice President, Chief Technology Officer and Head of Group Function Technology
Ericsson Technology Review: Integrated access and backhaul – a new type of wi...Ericsson
Today millimeter wave (mmWave) spectrum is valued mainly because it can be used to achieve high speeds and capacities when combined with spectrum assets below 6GHz. But it can provide other benefits as well. For example, mmWave spectrum makes it possible to use a promising new wireless backhaul solution for 5G New Radio – integrated access and backhaul (IAB) – to densify networks with multi-band radio sites at street level.
This Ericsson Technology Review article explains the IAB concept at a high level, presenting its architecture and key characteristics, as well as examining its advantages and disadvantages compared with other backhaul technologies. It concludes with a presentation of the promising results of several simulations that tested IAB as a backhaul option for street sites in both urban and suburban areas.
Ericsson Technology Review: Critical IoT connectivity: Ideal for time-critica...Ericsson
Critical Internet of Things (IoT) connectivity is an emerging concept in IoT development that enables more efficient and innovative services across a wide range of industries by reliably meeting time-critical communication needs. Mobile network operators (MNOs) are in the perfect position to enable these types of time-critical services due to their ability to leverage advanced 5G networks in a systematic and cost-effective way.
This Ericsson Technology Review article explores the benefits of Critical IoT connectivity in areas such as industrial control, mobility automation, remote control and real-time media. It also provides an overview of key network technologies and architectures. It concludes with several case studies based on two deployment scenarios – wide area and local area – that illustrate how well suited 5G spectrum assets are for Critical IoT use cases.
5G New Radio has already evolved in important ways since the 3GPP standardized Release 15 in late 2018. The significant enhancements in Releases 16 and 17 are certain to play a critical role in expanding both the availability and the applicability of 5G NR in both industry and public services in the near future.
This Ericsson Technology Review article summarizes the most notable new developments in releases 16 and 17, grouped into two categories: enhancements to existing features and features that address new verticals and deployment scenarios. This analysis and our insights about the future beyond Release 17 is an important component of our work to help mobile network operators and other stakeholders better understand and plan for the many new 5G NR opportunities that are on the horizon.
Ericsson Technology Review: The future of cloud computing: Highly distributed...Ericsson
The growing interest in cloud computing scenarios that incorporate both distributed computing capabilities and heterogeneous hardware presents a significant opportunity for network operators. With a vast distributed system (the telco network) already in place, the telecom industry has a significant advantage in the transition toward distributed cloud computing.
This Ericsson Technology Review article explores the future of cloud computing from the perspective of network operators, examining how they can best manage the complexity of future cloud deployments and overcome the technical challenges. Redefining cloud to expose and optimize the use of heterogeneous resources is not straightforward, but we are confident that our use cases and proof points validate our approach and will gain traction both in the telecommunications community and beyond.
Ericsson Technology Review: Optimizing UICC modules for IoT applicationsEricsson
Commonly referred to as SIM cards, the universal integrated circuit cards (UICCs) used in all cellular devices today are in fact complex and powerful minicomputers capable of much more than most Internet of Things (IoT) applications require. Until a simpler and less costly alternative becomes available, action must be taken to ensure that the relatively high price of UICC modules does not hamper IoT growth.
This Ericsson Technology Review article presents two mid-term approaches. The first is to make use of techniques that reduce the complexity of using UICCs in IoT applications, while the second is to use the UICCs’ excess capacity for additional value generation. Those who wish to exploit the potential of the UICCs to better support IoT applications have the opportunity to use them as cryptographic storage, to run higher-layer protocol stacks and/or as supervisory entities, for example.
Mobile data traffic volumes are expected to increase by a factor of four by 2025, and 45 percent of that traffic will be carried by 5G networks. To deliver on customer expectations in this rapidly changing environment, communication service providers must overcome challenges in three key areas: building sufficient capacity, resolving operational inefficiencies through automation and artificial intelligence, and improving service differentiation. This issue of ETR magazine provides insights about how to tackle all three.
Ericsson Technology Review: 5G BSS: Evolving BSS to fit the 5G economyEricsson
The 5G network evolution has opened up an abundance of new business opportunities for communication service providers (CSPs) in verticals such as industrial automation, security, health care and automotive. In order to successfully capitalize on them, CSPs must have business support systems (BSS) that are evolved to manage complex value chains and support new business models. Optimized information models and a high degree of automation are required to handle huge numbers of devices through open interfaces.
This Ericsson Technology Review article explains how 5G-evolved BSS can help CSPs transform themselves from traditional network developers to service enablers for 5G and the Internet of Things, and ultimately to service creators with the ability to collaborate beyond telecoms and establish lucrative digital value systems.
Ericsson Technology Review: 5G migration strategy from EPS to 5G systemEricsson
For many operators, the introduction of the 5G System (5GS) to provide wide-area services in existing Evolved Packet System (EPS) deployments is a necessary step toward creating a full-service, future-proof 5GS in the longer term. The creation of a combined 4G-5G network requires careful planning and a holistic strategy, as the introduction of 5GS has significant impacts across all network domains, including the RAN, packet core, user data and policies, and services, as well as affecting devices and backend systems.
This Ericsson Technology Review article provides an overview of all the aspects that operators need to consider when putting together a robust EPS-to-5GS migration strategy and provides guidance about how they can adapt the transition to address their particular needs per domain.
Ericsson Technology Review: Creating the next-generation edge-cloud ecosystemEricsson
The surge in data volume that will come from the massive number of devices enabled by 5G has made edge computing more important than ever before. Beyond its abilities to reduce network traffic and improve user experience, edge computing will also play a critical role in enabling use cases for ultra-reliable low-latency communication in industrial manufacturing and a variety of other sectors.
This Ericsson Technology Review article explores the topic of how to deliver distributed edge computing solutions that can host different kinds of platforms and applications and provide a high level of flexibility for application developers. Rather than building a new application ecosystem and platform, we strongly recommend reusing industrialized and proven capabilities, utilizing the momentum created with Cloud Native Computing Foundation, and ensuring backward compatibility.
The rise of the innovation platform
Society and industry are transforming at an unprecedented rate. At the same time, the network platform is emerging as an innovation platform with the potential to offer all the connectivity, processing, storage and security needed by current and future applications. In my 2019 trends article, featured in this issue of Ericsson Technology Review, I share my view of the future network platform in relation to six key technology trends.
This issue of the magazine also addresses critical topics such as trust enablement, the extension of computing resources all the way to the edge of the mobile network, the growing impact of the cloud in the telco domain, overcoming latency and battery consumption challenges, and the need for end-to-end connectivity. I hope it provides you with valuable insights about how to overcome the challenges ahead and take full advantage of new opportunities.
Ericsson Technology Review: Spotlight on the Internet of ThingsEricsson
The Internet of Things (IoT) has emerged as a fundamental cornerstone in the digitalization of both industry and society as a whole. It represents a huge opportunity not only in economic terms, but also from a global challenges perspective – making it easier for governments, non-governmental organizations and the private sector to address pressing food, energy, water and climate related issues.
5G and the IoT are closely intertwined. One of the biggest innovations within 5G is support for the IoT in all its forms, both by addressing mission criticality as well as making it possible to connect low-cost, long-battery-life sensors.
With this in mind, we decided to create a special issue of Ericsson Technology Review solely focused on IoT opportunities and challenges. I hope it provides you with valuable insights about the IoT-related opportunities available to your organization, along with ideas about how we can overcome the challenges ahead.
Ericsson Technology Review: Driving transformation in the automotive and road...Ericsson
A variety of automotive and transport services that require cellular connectivity are already in commercial operation today, and many more are yet to come. Among other things, these services will improve road safety and traffic efficiency, saving lives and helping to reduce the emissions that contribute to climate change. At Ericsson, we believe that the best way to address the growing connectivity needs of this industry sector is through a common network solution, as opposed to taking a single-segment silo approach.
The latest Ericsson Technology Review article explains how the ongoing rollout of 5G provides a cost-efficient and feature-rich foundation for a horizontal multiservice network that can meet the connectivity needs of the automotive and transport ecosystem. It also outlines the key challenges and presents potential solutions.
This presentation explains the importance of SD-WAN technology as part of the Enterprise digital transformation strategy. It goes over the first wave of SD-WAN in a single vendor deployment, with Do-it-yourself (DIY) as the preferred model. Then continues with the importance of orchestration in the second wave of SD-WAN deployments in a multi-vendor ecosystem, turning to SD-WAN Managed Services as the preferred model. It ends up with some examples of use cases and the Verizon customer case. More information on Ericsson Dynamic orchestration - http://m.eric.sn/6rsZ30psKLu
Ericsson Technology Review: 5G-TSN integration meets networking requirements ...Ericsson
Time-Sensitive Networking (TSN) is becoming the standard Ethernet-based technology for converged networks of Industry 4.0. Understanding the importance and relevance of TSN features, as well as the capabilities that allow 5G to achieve wireless deterministic and time-sensitive communication, is essential to industrial automation in the future.
The latest Ericsson Technology Review article explains how TSN is an enabler of Industry 4.0, and that together with 5G URLLC capabilities, the two key technologies can be combined and integrated to provide deterministic connectivity end to end. It also discusses TSN standards and the value of the TSN toolbox for next generation industrial automation networks.
Ericsson Technology Review: Meeting 5G latency requirements with inactive stateEricsson
Low latency communication and minimal battery consumption are key requirements of many 5G and IoT use cases, including smart transport and critical control of remote devices. Thanks to Ericsson’s 4G/5G research activities and lessons learned from legacy networks, we have identified solutions that address both of these requirements by reducing the amount of signaling required during state transitions, and shared our discoveries with the 3GPP.
This Ericsson Technology Review article explains the why and how behind the new Radio Resource Control (RRC) state model in the standalone version of the 5G New Radio standard, which features a new, Ericsson-developed state called inactive. On top of overcoming latency and battery consumption challenges, the new state also increases overall system capacity by decreasing the processing effort in the network.
Ericsson Technology Review: Cloud-native application design in the telecom do...Ericsson
Cloud-native application design is set to become standard practice in the telecom industry in the near future due to the major efficiency gains it can provide, particularly in terms of speeding up software upgrades and releases. At Ericsson, we have been actively exploring the potential of cloud-native computing in the telecom industry since we joined the Cloud Native Computing Foundation (CNCF) a few years ago.
This Ericsson Technology Review article explains the opportunities that CNCF technology has enabled, as well as unveiling key aspects of our application development framework, which is designed to help navigate the transition to a cloud-native approach. It also discusses the challenges that the large-scale reuse of open-source technology can raise, along with key strategies for how to mitigate them.
Ericsson Technology Review: Service exposure: a critical capability in a 5G w...Ericsson
To meet the requirements of use cases in areas such as the Internet of Things, AR/VR, Industry 4.0 and the automotive sector, operators need to be able to provide computing resources across the whole telco domain – all the way to the edge of the mobile network. Service exposure and APIs will play a key role in creating solutions that are both effective and cost efficient.
The latest Ericsson Technology Review article explores recent advances in the service exposure area that have resulted from the move toward 5G and the adoption of cloud-native principles, as well as the combination of Service-based Architecture, microservices and container technologies. It includes examples that illustrate how service exposure can be deployed in a multitude of locations, each with a different set of requirements that drive modularity and configurability needs.
Enchancing adoption of Open Source Libraries. A case study on Albumentations.AIVladimir Iglovikov, Ph.D.
Presented by Vladimir Iglovikov:
- https://www.linkedin.com/in/iglovikov/
- https://x.com/viglovikov
- https://www.instagram.com/ternaus/
This presentation delves into the journey of Albumentations.ai, a highly successful open-source library for data augmentation.
Created out of a necessity for superior performance in Kaggle competitions, Albumentations has grown to become a widely used tool among data scientists and machine learning practitioners.
This case study covers various aspects, including:
People: The contributors and community that have supported Albumentations.
Metrics: The success indicators such as downloads, daily active users, GitHub stars, and financial contributions.
Challenges: The hurdles in monetizing open-source projects and measuring user engagement.
Development Practices: Best practices for creating, maintaining, and scaling open-source libraries, including code hygiene, CI/CD, and fast iteration.
Community Building: Strategies for making adoption easy, iterating quickly, and fostering a vibrant, engaged community.
Marketing: Both online and offline marketing tactics, focusing on real, impactful interactions and collaborations.
Mental Health: Maintaining balance and not feeling pressured by user demands.
Key insights include the importance of automation, making the adoption process seamless, and leveraging offline interactions for marketing. The presentation also emphasizes the need for continuous small improvements and building a friendly, inclusive community that contributes to the project's growth.
Vladimir Iglovikov brings his extensive experience as a Kaggle Grandmaster, ex-Staff ML Engineer at Lyft, sharing valuable lessons and practical advice for anyone looking to enhance the adoption of their open-source projects.
Explore more about Albumentations and join the community at:
GitHub: https://github.com/albumentations-team/albumentations
Website: https://albumentations.ai/
LinkedIn: https://www.linkedin.com/company/100504475
Twitter: https://x.com/albumentations
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
UiPath Test Automation using UiPath Test Suite series, part 6DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI.
UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
Throughout the session, participants will discover how this synergy empowers testers to automate repetitive tasks, enhance testing accuracy, and expedite the software testing life cycle. Topics covered include the seamless integration process, practical use cases, and the benefits of harnessing AI-driven automation for UiPath testing initiatives. By attending this webinar, testers, and automation professionals can gain valuable insights into harnessing the power of AI to optimize their test automation workflows within the UiPath ecosystem, ultimately driving efficiency and quality in software development processes.
What will you get from this session?
1. Insights into integrating generative AI.
2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
4. Exploration of real-world use cases illustrating the benefits of AI-driven test automation for UiPath
Topics covered:
What is generative AI
Test Automation with generative AI and Open AI.
UiPath integration with generative AI
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
zkStudyClub - Reef: Fast Succinct Non-Interactive Zero-Knowledge Regex ProofsAlex Pruden
This paper presents Reef, a system for generating publicly verifiable succinct non-interactive zero-knowledge proofs that a committed document matches or does not match a regular expression. We describe applications such as proving the strength of passwords, the provenance of email despite redactions, the validity of oblivious DNS queries, and the existence of mutations in DNA. Reef supports the Perl Compatible Regular Expression syntax, including wildcards, alternation, ranges, capture groups, Kleene star, negations, and lookarounds. Reef introduces a new type of automata, Skipping Alternating Finite Automata (SAFA), that skips irrelevant parts of a document when producing proofs without undermining soundness, and instantiates SAFA with a lookup argument. Our experimental evaluation confirms that Reef can generate proofs for documents with 32M characters; the proofs are small and cheap to verify (under a second).
Paper: https://eprint.iacr.org/2023/1886
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
GraphSummit Singapore | The Future of Agility: Supercharging Digital Transfor...Neo4j
Leonard Jayamohan, Partner & Generative AI Lead, Deloitte
This keynote will reveal how Deloitte leverages Neo4j’s graph power for groundbreaking digital twin solutions, achieving a staggering 100x performance boost. Discover the essential role knowledge graphs play in successful generative AI implementations. Plus, get an exclusive look at an innovative Neo4j + Generative AI solution Deloitte is developing in-house.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
Discover how Standard Chartered Bank harnessed the power of Neo4j to transform complex data access challenges into a dynamic, scalable graph database solution. This keynote will cover their journey from initial adoption to deploying a fully automated, enterprise-grade causal cluster, highlighting key strategies for modelling organisational changes and ensuring robust disaster recovery. Learn how these innovations have not only enhanced Standard Chartered Bank’s data infrastructure but also positioned them as pioneers in the banking sector’s adoption of graph technology.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Pushing the limits of ePRTC: 100ns holdover for 100 days
Ericsson ConsumerLab: The one-click ideal
1. ERICSSON
CONSUMERLAB
An Ericsson Consumer and Industry Insight Report
May 2016
The
one-click
idealChallenging expectations for operators
on the digital customer journey
2. 2 ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL
METHODOLOGY
Contents
3 THE DIGITALIZED CONSUMER JOURNEY
4 ADDED COMPLEXITY
5 THE ILLUSION OF SATISFACTION
6 OPERATORS LAG BEHIND
LEADING BRANDS
7 CREATING DIGITAL BRAND VALUE
8 DRIVERS OF BRAND SATISFACTION
9 THE ONE-CLICK CHALLENGE
10 CUSTOMER SERVICE AT ITS BEST
11 THE CONSUMER JOURNEY
AS A BRAND BUILDER
the voice of the consumer
CHINAUS
Ericsson ConsumerLab has more than 20 years’ experience
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 –
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 representatives in all regions
where Ericsson is present, developing a thorough global
understanding of the ICT market and business models.
All reports can be found at: www.ericsson.com/consumerlab.
Qualitative
Ericsson ConsumerLab carried out four focus groups containing
participants with a high level of experience in online shopping. The
focus groups were located in the US and China.
Quantitative
Online interviews were held with 2,015 smartphone owners in the
US and China – 1,013 in the US and 1,002 in China. The study
represents 290 million smartphone users in both markets; out of
which, the sample in the US represents 134 million consumers aged
18-65, while the sample in China represents 156 million
urban consumers aged 18-55.
3. ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL 3
KEY FINDINGS
The digitalized
consumer journey
From our initial product research to the way in which
we make a purchase and through which channel,
the consumer journey refers to every interaction a
consumer has with a brand. Today, this journey has
become increasingly digitalized1
, which adds new
points of contact or “touchpoints”. This has enabled
companies to become more accessible to consumers.
In addition, activities that were traditionally performed
through traditional channels, such as phone or in
store, are now being reinvented digitally. This transition
has led consumers to change the way they shop.
For instance, Ericsson ConsumerLab research shows
that product information searches have transformed
the way consumers look for products and services on
a global level. In this sense, the internet has become an
important interface for consumers to evaluate all kinds
of brands, products and services. How digitalization
is affecting consumers, the characteristics that define
the consumer journey, and how this in turn may affect
operators, are questions we studied in this research.
In this study, carried out in the US and urban China,
we explore the digitalized consumer journey in general,
and more specifically in relation to operators.
The “one-click” challenge
The one-click purchase process represents
an ideal journey for consumers. Rather
than being an actual one-click process,
it represents the desire for a truly intuitive
consumer journey. This ideal challenges
operators to improve the customer
journey with a better digital experience.
The one-click ideal, excellent customer
service and proactivity are among the
top five drivers of brand satisfaction in
both markets; however, less than half of
consumers in both markets associate
their operator with these drivers.
1.
Operators lag behind leading brands
Operators consistently lag behind
best-in-class brands in creating a
digital experience, in terms of overall
brand favorability and satisfaction.
Best-in-class brands are associated
with effortlessness and making
consumers’ lives easier, as well as
offering the best online experience
and being innovative in general.
2.
Consumers want an omnichannel2
experience
Around half of respondents in both markets
reported that they do most or all of their
interactions with their operator online.
A majority also agree that offering better
online tools would increase overall favorability
towards a provider. A seamless experience of
channels is among the top five features of the
ideal consumer journey in both markets.
Although consumers want more
digitalization, they still want the ability
to use traditional channels. Over half
of consumers in both markets state
that they would never want their
customer service to be solely online.
3.
The consumer journey as a brand builder
The consumer experience with best-in-class
brands puts pressure on operators to improve
their digital brand. However, the one-click
ideal is only a starting point.
Digitalization opens up new avenues for
operators to create innovative, valuable
services and touchpoints across the customer
journey. This in turn may allow for a developed
and differentiated brand experience.
4.
1
Digitalized channels or touchpoints refer to online interactions, rather than traditional channels, such as phone or retail store.
2
The term omnichannel is an evolved form of multichannel retailing, where the same message, look and feel is offered across
all channels and touchpoints – digital and analogue.
4. 4 ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL
added
complexity
Today’s consumer journey with an operator relies on a mix
of online and offline interactions. Figure 1 illustrates the six
major steps in the operator consumer journey.
There is a vast array of possible touchpoints within the
present omnichannel experience. In this study alone,
35 touchpoint interactions were tested – for example,
chatting with customer services or visiting a store –
that were chosen from a wider selection.
Higher use of digital channels among young urban Chinese
Overall, the Chinese sample reports a higher preference
for online shopping and digital tools than in the US. This
may be explained by differences in the two samples.
The US sample is more nationally representative, while
the Chinese sample encompasses a younger, urban
population. Further, 78 percent of Chinese respondents
reportedly use their smartphone as their main shopping
tool; compared to only 14 percent of the US consumers.
As different samples were used, the markets should not
be compared directly. Rather, this report focuses on
the similarities between the results reported from the
two different markets. However, as the Chinese sample
is younger and more urban, and consistently reports
higher usage rates of digital devices, tools and channels,
they may be seen as frontrunners in digital adoption.
This wide array of possible interactions enables the
consumer to move back and forth across different stages
in the process. All these possible interactions reflect the
complexity of the consumer journey, which runs over
multiple touchpoints, and involves many parts of the
organization with whom the consumer interacts behind
the scenes. Digitalization has the potential to even further
increase the number of channels and touchpoints available
to the consumer, adding to this complexity.
Figure 1: Share of consumers using specific interactions with operators
CONSUMER
JOURNEY STEPS
CONSUMER INTERACTIONS
Source: Ericsson ConsumerLab, The One-Click Ideal, 2016 Base: Online shoppers aged 18-65 in the US and 18-55 in China
US China
Signing-up
In-store/
in-person visit
Operator website Phone call Operator app
87%
87%
94%
86%
81%
68%
90%
42%
Account
management
Operator website Phone call
In-store/
in-person visit
Operator app
95%
93%
81%
67%
85%
66%
92%
47%
Research Operator website
In-store/
in-person visit
Online reviews Phone call Operator app Social media
91%
94%
87%
86%
86%
83%
82%
70%
89%
53%
86%
45%
Service
and support
Operator website Phone call
In-store/
in-person visit
Online help forums Operator app Social media
95%
89%
85%
86%
87%
82%
84%
60%
91%
43%
87%
29%
Proactive
personalization Operator website
In-store/
in-person visit
Operator email Phone call
Operator
direct mail
Operator app
94%
85%
86%
72%
82%
62%
84%
61%
74%
44%
90%
42%
Billing and
payment process
View bill online
from operator
Receive text
alerts with
amount due
Receive bills
in the mail
(hard copies)
Pay online via
direct debit with
mobile operator
Pay online
via direct debit
from other source
Pay online
through operator
portal/app
93%
90%
91%
56%
71%
49%
90%
56%
88%
55%
90%
51%
5. ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL 5
This suggests that although consumers state they are
satisfied with their operator, there is still potential to
develop. In order to explore how operators can improve the
online experience with consumers, we asked consumers
to identify best-in-class brands outside of the industry
and measured how they perform in comparison.
The illusion
of satisfaction
In terms of overall consumer satisfaction levels and
expectations, it appears that operators are doing
rather well. The majority of consumers in both markets
state that they are satisfied with their experience,
as well as interacting with their operator.
However, our study shows that there is room to significantly
improve the consumer journey. This finding emerges
when turning attention to how consumers describe their
expectations of an operator, how well the operator performs
in relation to best-in-class brands, and how many associate
their operator with top drivers of brand satisfaction.
Not in the same league
When the consumers in the focus groups discussed
operators in relation to other industries, low expectations
emerged as a reoccurring theme. Compared to more
innovative brands, consumers described infrequent and
very “old world” interactions with operators through phone
or in-store channels. When described, these interactions
come across as being negative, either due to the reason for
contact (e.g. service issues) or quality (e.g. long waiting time).
Consumers in the focus groups commented that they
have little awareness of operator’s existing digital
capabilities. They stated that other industries were setting
expectations, but also that the current digital interfaces
used by operators were just not good enough.
I usually handle my data plan
by phone, but the self-service
operation is complicated to use.
The line is always busy or the timing
inconvenient. On one occasion, I
decided to go directly to a service
office. The attendant was nice, and
provided detailed information, but
there were many people waiting and
the process was time-consuming.
I had to apply for a half-day leave
from work.”
A Chinese consumer describes an experience
with an operator
Cell phone companies do
not measure up against other
industries. The problem isn’t that
[digital channels] are unavailable;
it’s that the experience is not
accessible or seamless.”
A US consumer compares digital experiences
with operators to other industries
6. 6 ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL
Operators lag behind
leading brands
In this study, we asked consumers to list the best-in-class
brands in creating digital experiences. Figure 2 illustrates
how best-in-class brands outperform operators when
it comes to both brand favorability and satisfaction.
Overall favorability measures how favorable consumers
feel towards a brand. Brand satisfaction implies how
satisfied consumers are with their experience of a brand.
This shows that there is still significant room for operators
to improve the digital experience for consumers.
Figure 2. Best-in-class brands identified by consumers vs. average of operators ranked top three in brand favorability and satisfaction
Brand satisfaction
Overall favorabilityUS
Wechat
93%
78%
Taobao
90%
76%
Alipay
83%
95%
China
Best-in-class brands in the US and China
outperform operators in overall favorability
and satisfaction rates
Source: Ericsson ConsumerLab, The One-Click Ideal, 2016
Base: Online shoppers aged 18-65 in the US and 18-55 in China
85%
64%
PayPal
93%
75%
Netflix
84%
Amazon
96%
69%
53%
Top three operator
average
85%
59%
Top three operator
average
7. ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL 7
Creating digital
brand value
When it comes to improving the digital experience
for consumers, operators may find an important clue
by looking at what attributes consumers associate with
the best-in-class brands. These brands are associated
with experiential dimensions, as illustrated in Figure 3.
The top two associations are linked to effortlessness,
i.e. “makes my life easier” and “provides an easy,
hassle-free experience”. Interestingly, these
two associations relate directly to the value that
digitalization could create for consumers, rather
than being linked to the digital tools per se.
In fact, the vast majority of consumers in both markets
agree that online shopping helps to save time and energy,
as well as money. This indicates that digitalization and
online shopping could add value for consumers, leading
to an improved, more efficient daily life. Given that a
superior digital experience seems to create value for
consumers, it is interesting to further explore how the digital
consumer journey can be utilized to build brand value.
Figure 3.Top consumer associations with best-in-class brands vs. average of operators ranked top three in brand favorability and satisfaction
Best-in-class brands identified by consumers
Amazon Alipay
Netflix WechatTop three operator average Top three operator average
PayPal Taobao
US
0%
30%
20%
10%
40%
50%
60%
70%
China
0%
30%
20%
10%
40%
50%
60%
70%
Adding value via an optimized
consumer experience is
mutually beneficial
Source: Ericsson ConsumerLab, The One-Click Ideal, 2016
Base: Online shoppers aged 18-65 in the US and 18-55 in China
Makes my
life easier
Provides an easy,
hassle-free
experience
Offers the
best online
experience
Innovative Makes my
life easier
Provides an easy,
hassle-free
experience
Offers the
best online
experience
Innovative
8. 8 ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL
Drivers of BRAND
satisfaction
When evaluating drivers of satisfaction
with an operator, providing a simple
one-click online experience, excellent
service and proactivity are among the
top drivers in both markets (Figure 4).
Numbers 1-5 show the top
drivers of brand satisfaction in
each market. Less than half of
the respondents in both markets
associate their current operator with
the main drivers of satisfaction.
The top three drivers marked
with green in Figure 4 are
particularly noteworthy, as they
rank among the top five in both
markets. Low satisfaction rates
indicate that operators could
make significant improvements
from a consumer point of view by
enhancing these dimensions.
Figure 4. Consumer ranking of top drivers of brand satisfaction
ChinaUS
Services should
be timely, concise,
friendly, kind
and tailored to
individual needs.”
A US consumer describes
an ideal customer serviceSource: Ericsson ConsumerLab, The One-Click Ideal, 2016
Base: Online shoppers aged 18-65 in the US and 18-55 in China
Provides a
simple ‘one-click’
online experience
1
Innovative2
Makes my
life easier
3
Excellent
customer
service
4 Proactive4
Proactive5
Provides a
simple ‘one-click’
online experience
5
Cool brand that
I am proud to
tell others I use
2
1
Excellent
customer
service
Knowledgeable3
9. One of the key takeaways from this study is the one-click
ideal. While the full realization of the one-click purchase
process may stilll be considered utopian, the one-click ideal
can be used to symbolize consumer demands and needs
when it comes to digital interfaces – a step-by-step service
that is effortless, seamless and easy to use. This message
is highlighted repeatedly by consumers throughout the
study and during focus group discussions.
The one-click consumer journey may also symbolize
the consumer’s desire for their operator to take a more
active role in synchronizing the entire consumer journey,
as well as the complexity occurring behind the scenes.
This challenge is far from simple to resolve, yet it may
become necessary if operators want to keep up with
consumer expectations of a superior digital experience.
ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL 9
The one-click
challenge
10. 10 ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL
Customer service
at its best
The second driver of brand satisfaction, excellent
customer service, is not only dependent on direct
personal service but also on the consumer experience
as a whole, across all channels. Consumers in the focus
groups describe the ideal consumer journey as being
a synchronized mix of on- and offline channels.
When analyzing which services are ranked highest as part
of an ideal consumer journey, the one-click ideal is again
repeated among the top five most important features in
both markets (Figure 5). Secondly, a seamless experience is
important in both markets. Thirdly, self-care solutions also
scored highly. The main channel for service and support in
both the US and China is the operator’s website – 9 out of 10
consumers record a preference for this interface.
Figure 5.Top five ranked service features in the ideal consumer journey with an operator
Although consumers seem to be transitioning their activities
to digital tools, there are still some issues they wish to
handle via analogue channels. For billing disputes, and
service and support problems, consumers say they have
greater comfort and trust when speaking to a person
directly. In fact, half of the consumers in both markets agree
that they would never want their customer service to be
conducted solely online.
Proactivity for value
The third main driver of brand satisfaction in both the
US and Chinese samples is proactivity, which includes
what the consumers describe as a “comprehensive
and considerate personalized service.”
In the focus groups, the following suggestions for usage
of digital tools, in order to be proactive and provide
personal recommendations, were made by consumers:
Recommendations that minimize service cost
based on usage patterns or past consumption
Advance notification of account limit
Availability of a customer loyalty rewards program
Each of these suggestions was related to decreasing
or controlling the cost for the consumer. Proactivity
related to value was also a prominent discussion topic.
Source: Ericsson ConsumerLab, The One-Click Ideal, 2016
Base: Online shoppers aged 18-65 in the US and 18-55 in China
ChinaUS
Have a seamless experience
whether in-store, online or talking
to representative on the phone
1
Easily compare provider offerings online2
Use self-care and
self-provisioning solutions3
Access information on any device4 Easily compare provider offerings online4
One-click service5
Use self-care and
self-provisioning solutions5
Have a seamless experience
whether in-store, online or talking
to representative on the phone
2
1 One-click service
Access information on any device3
11. ERICSSON CONSUMERLAB THE ONE-CLICK IDEAL 11
The consumer journey
as a brand builder
The consumer message from the research is clear:
digitalization alone is not enough. It is all about how
the experience of digitalization delivers value to the
consumer.This applies to both markets in the study.
At the present stage of the consumer journey, consumers
have low expectations of operators in providing a
superior digital experience. Consumers describe their
operators as always present through connectivity and
smartphone usage, which increases in their everyday
lives. However, although the consumers maintain a
consistent connection with their operator, they seldom
take notice of the brand working behind the service.
In the near future, consumers are expecting their digital
interactions with operators to increase. However, consumers
in this study do not expect operator retail stores to become
obsolete, or that all customer care calls will cease. Rather, the
digital evolution creates pressure for these channels to also
change. Through the demand for a seamless omnichannel
experience, consumers encourage operators to think about
how to address the totality of the consumer journey in
creative and efficient ways.
Beyond the one-click ideal
Presently, best-in-class brands create hassle-free
digital experiences for consumers that are sometimes
even pleasurable and exciting. Consumer expectations
Figure 6. Example of a possible consumer journey for an operator
Source: Ericsson ConsumerLab, The One-Click Ideal, 2016
have transitioned from digital availability to how
digitalization creates value for them.This puts pressure
on operators to move towards the one-click ideal.
However, when more and more operators adopt this strategy,
it will become standard in the future.Then, brands will need to
think through the totality of the customer journey and how it
may be used to differentiate themselves from the competition.
This may include incorporating new services and touchpoints
in order to add value to a digitalized brand experience.
Adding value through the consumer journey
The way in which touchpoints and services might add value
will differ for each operator – depending on their market
situation and their desired position in the market place.
As a result, each operator needs to think through the
possibilities to use the consumer journey as a brand
builder and differentiate from the competition.
For some operators, this may entail digitalizing the
whole consumer journey, and decreasing the number of
touchpoints to a bare minimum. For others, building a
superior brand experience is essential. Innovation in digital
services and channels is likely to be crucial to create
a truly differentiated consumer experience.Therefore,
it is essential for operators to persistently explore how
consumer needs are evolving and match them with
new value adding services in the consumer journey.
Research via
smartphone
1
Choose device and
sign up in store
2
Proactive notification
on account status
via provider app
3
Order and pay for extra
data via provider app
4
Self-care and
self-provisioning
5
24/7 VIP
customer service
6
Receive personalised
promotions offers
7