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3 Summary customers are searching for an enriched experience Why become even more customer-centric? What customers are doing and what they intend to do What do customers need and prefer?
12 What are the implications for service providers and how they can differentiate?
Customer behavior is changing rapidly, with users moving beyond simple voice services and being willing to pay for more advanced applications. The penetration of broadband services is rising and bandwidth consumption is growing quickly, driven by well known Internet platforms such as Facebook, MySpace and YouTube. Consequently, customers are accessing the same set of Internet services regardless of what device and access technology they are using. A major move into the digital lifestyle is taking place through Web2.0, the Internet as a platform on which active users connect to each other in social networks and share self-generated or selected content. People are always connected and shift a part of their life on the web. Web based communication is already cannibalizing the use of conventional telecommunications services.
1) For more details, see also the Nokia Siemens Networks Whitepaper Enriched Customer Experience , 2009
2) Nokia Siemens Networks, Business needs study, 2008 3) Ovum, How the telco can provide an excellent customer experience, 2008
Figure 1. High bandwidth services have highest growth. Source: Nokia Siemens Networks Broadband survey, Germany, 2008. (n=709) Application usage at home in % Browsing & searching Reading/sending e-Mails Downloading music/photos Downloading videos Streaming video Uploading music & photos Playing online games IP Telephony Daily / almost daily 5 9 7 15 13 14 16 15 11 11 11 18 22 17 19 26 14 9 12 50 At least once per year 20 15 19 42 77 85 27 17 42 37 29 21 16 10 3 5 4 4 2 4 9 3 6 2 12 Dont know 2 5 4 Increase of regular users in 12 months percentage points All users 1 Upgraders 1 1 4 6 6 6
4) Nokia Siemens Networks, Broadband study, 2008 5) Nokia, Smartphone360 panel, 2008 6) Nokia Siemens Networks, Broadband study, 2008
Customers do not distinguish between fixed and mobile in their usage patterns. They basically use identical services, applications and web sites regardless of their mode of access and type of device and do not generally care about the underlying network technology. For example in the UK, the trendiest services on the go are the popular Internet services such as Google, BBC, Facebook and YouTube, meaning that people are using exactly the services they use on the fixed Internet.7) This is a clear trend in all observed markets.8) Figure 2
Browsing & searching the web Reading/sending e-Mails Downloading music Downloading videos Watching TV programs Uploading music files Playing online games Daily / almost daily At least once per week At least once per month At least once per year Never / dont use this application Dont know
Figure 3. Multi-play bundles are extremely popular. Source: Nokia Siemens Networks Broadband survey 2008. Bundle penetration (%) Developed markets Fixed telephone + Internet 42 58 Fixed telephone + Internet + IPTV Top 3 packages (%) Type of Internet tariff (%) (n=3845) 22 52 18 87 (n=2229) Flatrate Rate based on volume Rate based on time Other Dont know 7
(n=2833) 3 6 36 13 10 (n=1161)
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7) Nokia, Smartphone360 panel, 2008 8) Nokia Siemens Networks, Broadband study, 2008
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MySpace and Hi5 occupy 5th, 6th and 8th positions in the table of the most popular websites.10) Individual media discovery, where search and user generated content are replacing media company control. YouTube, a platform for sharing user generated or selected videos, has reached about 20% penetration in advanced Internet markets, the search engine Google about 50%. Creation and sharing of content is growing rapidly. Flexible consumption, meaning the freedom to time-, place- and device-shift usage according to personal preferences. This is aided by the growth in HSPA mobile broadband usage. Another contributing factor is the fact that services such as IPTV, which
allows flexible time shifted consumption, are gaining substantial revenue growth in Europe and Asia. Strong multimedia orientation with focus on video: Most Internet traffic volume is already video, with some ISPs reporting that video comprises some 90% of total Internet traffic. YouTube alone is reported to account for roughly 10% of the worldwide Internet traffic.11) The growth in numbers of users, especially of the video, music and gaming driven communities, results in an exponential traffic growth, with overall Internet traffic growing at 75% per year.12) Figure 4
9) Nokia, Segmentation study wave 3, 2008 10) www.alexa.com, April 2008 11) www.datacenterknowledge.com, 2007 12) Business Week, Telecom: Back from the Dead, 25.06.2007
X1.9
There are more than 450 million registered social networking users worldwide, meaning that about 40% of worldwide Internet users are currently engaged in social networks, a figure that will reach 70% in 2012.13) We can observe a trend towards higher involvement in the area of Internet and communication services: People are doing more, more often. Young people of 15 to 24 years of age, the digital natives, play a major role in trendsetting they desire more control over service usage, independent of location and time schedules. Digital natives are moving away from linear formats like TV and radio, are impatient, are searching for overlapping media experiences and want to actively express their originality in Web2.0 communities.14)
Text communications
75%
Wireless voice
21%
26% 2006
Figure 5. Estimated time spend on communications, per person, per week (France). Source: Capgemini TME Strategy Lab analysis based on Arcep reports; iDATE, Telecom 2.0: Emerging Usages and implications for Carriers, June 2006; MSN Report, Europes Online Youth, 2006.
The appeal and variety of usage scenarios for IM and VoIP in a Web2.0 world such as chatting in virtual community rooms is a threat to profitable SMS and voice business. Additionally, the well-known Internet brands are gaining popularity in the mobile domain. For mobile users it is all about mobile access to the Internet. For example in the UK, operator services suffered a dramatic fall in relative popularity, from 57% to 22% of browsing users.17) Figure 5
13) Pyramid Research, Social Networking Goes Mobile, 2008 14) CapGemini, Digital Natives Report, 2008 15) CapGemini, Digital Natives Report, 2008 16) After searching, Email and social networking, European Interactive Advertising Association, 2007 17) Nokia, Smartphone360 panel, 2008
40%
30%
Network coverage
Opportunities 25% 30% Satisfaction level % of customers perceiving an excellent experience 20% 35% 40%
A provocative statement: Todays digital life is complicating the life of the majority of people
What is the underlying reason for people perceiving a need for enrichment? In general, people do not feel that the digital life provides a compelling experience in their day-to-day usage, making their lives easier. In detail the points are: Complex service and device offers: People need to manage an increasing variety of contacts, communication channels, community memberships, content and media. Most people find it hard to remember all these application specific passwords, while different
Figure 6. Mobile customer experience in mature markets example France. Source: Nokia Siemens Networks Pulse 2008.
media formats make it difficult to share media. Device form factors, software offers and features are increasing exponentially and many customers find it difficult to understand the benefits of the new gadgets and how to use them daily in a suitable way. Customers have to choose among an increasing variety of fixed and mobile services, which often exist in completely separate worlds. Pure fixed service bundles dominate the market, but there is significant interest and willingness-to-pay for combined fixed and mobile Internet
offerings. About 40% of Internet users worldwide would prefer these integrated offerings and about 30% would be ready to pay appropriate prices.18) Easy interactivity and the ability to personalize the service and mobile handset plays another key role. A proof point is the success of devices that are tailored to Internet usage. It is also astonishing that mobile handset users are less satisfied than laptop users when asked about their broadband usage.19)
18) Nokia Siemens Networks, Broadband study, 2008 19) Nokia Siemens Networks, Broadband study, 2008
Motivation Emotion / Pleasure Tasting Watch what is happening Escape from daily life Early and late majority Linking Actively share Do more, live more intensively Innovators, early adopters
Consumers Connecting Necessity Need to be encouraged to find solutions Non-adopters, laggards and late majority
Prosumers Managing Enabling new activities Actively seek solutions Early majority
Quality issues: The main drivers of satisfaction for broadband usage are the time for opening websites (the response time of the network), the stability of the connection and the speed. In the wireless area, customers mention issues such as the stability of the connection, the speed and the video quality.20) The most evident wireless disconnection problems occur in buildings. Worldwide operator experience and usage tracking of the Nokia Smartphone360 clearly show that the frequency of mobile Internet use, the session length and diversity of applications used is affected by the quality of the connection and the convenience of the device. Besides price, service quality is the most important barrier in day-to-day wireless broadband usage. Independent of the quality issues, many people are not aware of how and in which situations they can use different access technologies and how to connect to them. Pricing and charging: Complex tariffs and terms & conditions make it difficult for people to find the tariff that fits their personal preference. The fact that the cost and the price-benefit-ratio of many new services is often not transparent to customers is another major barrier to their use, leading to late adoption. Customer care: When a user has chosen a device, the next barrier is to configure it correctly, such as setting the right access point.
Efficiency / Problem solving Traditional Planning reliability Tidiness Basic values Modem Fun & independence Performance
Figure 7. User differ according to their motivation for and the style of communication and media consumption.
To sum up: Users demand more simplicity. There is a contradiction between the potential options of new technologies the digital freedom and the demands of customers to manage the proliferation of options. Effective enrichment of the customer experience requires deep insights into customer motivations and preferences.
as fun and independence. On the other side, we find people that are more passive. They are passive spectators of the experiences created by others or they need to be encouraged from the outside to use options and solutions provided by the Internet. 2) The type of motivation to take part in the digital life: Some are searching for pleasure and fun, to escape from daily life or seek new experiences, for example linking themselves to new friends, to chat or to explore cool things. At the opposite end of the spectrum there are people with a more rational attitude towards the digital life. For them it is more about managing their daily life, private or business, in a more efficient manner. Figure 7
20) Nokia Siemens Networks, Broadband study, 2008 21) Nokia, Segmentation study wave 3, 2008
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Motivation Emotion / Pleasure How to get the best entertainment? Short and easy available media Preference aware services Personalized screen How to master many simultanous activities?
Consumers How to make use of the Internet? How to use interfaces and controls Practical features without gimmicks Uni-tasking: one experience at a time Single push screen
Prosumers How to stay in control anytime? Permanent access to personal content, independent of the device Result oriented services for efficient organizing Multi-screen
There is an over-arching desire to have more control over services and flexibility in how and when to consume
Consumers demand a straightforward and clear set of options. They require bite sized info push and more passive TV style services with limited interactivity options. Always on is not required. There are two types of consumer customers:
Service examples are: YouTube, Yahoo widgets, IPTV with smooth interactivity Standard or high capacity DSL broadband access at home and light mobile broadband for killing time on the move Prosumers prefer to have all options anytime and anywhere. Therefore always-on is important. Prosumers are active Internet users often they are digital natives and therefore they need the possibility of self composed info pull and communication services. According to their motivation, two prosumer segments can be identified:
Service examples are: Flickr, Google text and tabs, Wikipedia, unified messaging High capacity broadband access at home and always on connectivity with mobile broadband on the move Same service look and feel independent of device and access
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What are the implications for service providers and how they can differentiate?
Todays service bundles are not future proven
Lets summarize the needs of the different segments: It is all about simplification in segment specific flavors. CSPs can increase the lifetime value of their customer by providing the right tools for organizing their customers multiple communication channels and content efficiently. They can do this by granting instant easy selection and access to the right piece of information, combined with context sensitivity and efficient multi-tasking. These customer needs represent business opportunities for creative CSPs by enriching their customers experience. However, there are also some downsides as well a need to act with urgency. Bundling strategies have so far been quite successful in gaining market share and increasing ARPU levels.22) But the question is if pure connectivity and access bundling is enough in the long run. To secure ARPU levels? No, because flat rates only address a piece of the market beside the overwhelming acceptance of service bundles there is a willingness-to-pay on top which is not addressed by suitable top-ups.23) To differentiate in the market? No, because todays value propositions such as price, one-stop-shopping and speed are becoming commodity features. To successfully reach yet untapped users, especially the digital divide? No, because new services like mobile broadband have not yet reached the entire mobile market. To be profitable in the long run? No, because the cannibalization of CSP revenues by free of charge Internet communication platforms is proceeding quickly, especially among the digital natives.
22) Ovum, Future of the fixed broadband market, 2008 23) Nokia Siemens Networks, Broadband study, 2008
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Furthermore, CSPs can combine communication packages such as business VoIP with features such as a network wide address book and enhanced messaging and multimedia communication capabilities. Industry initiatives like the Rich Communication Suite Initiative enable convenient use of these kinds of services across the boundaries of different clients, networks and service provider domains. Mashing up different web applications and telco capabilities to services can create the benefit of more relevance to the customer than a single application, for example by adding more context: Think of a community where the members can interact via different types of messaging services, independent of particular access networks and clients, always having the same look and feel. Beyond this, members presence and location information is made available allowing them to leave blogs, photos and video clips on a virtual map. Of course with this service, it is also possible to organize real-life events and the members MySpace and Facebook profiles can also automatically be integrated with it. All messages and contacts from the various social networks are available on a single screen that can also be personalized by the users.
Quality with no boundaries: The range of access networks and devices is evolving quickly, each with its own strengths. A main issue for prosumers is to be always on and having the best possible connection without the need to care about specific device form factors and technologies (multi-screening). The way forward is to make efficient use of multiple access technologies in a smart connectivity solution. Seamless mobility allows roaming and automatic handover between different access types without call disruptions. The best possible connection is selected automatically, for example DSL at home, WiFi at hotspots and HSPA on the move. No new manual log-ins are required and the user is always connected to the personal service suite. The capabilities of different broadband access technologies and device types are considered automatically. Different wireline and mobile access networks are combined, hiding all complexity from the user.
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Customer care
Automatic device configuration Proactive care Self care
Portfolio
Personalization and identity management Rich communication Mash ups and contextual services
Quality
Smart Connectivity Covering whitespots Increase battery lifetime Policy enforcement and control
More understandable cost and billing: The key here is to provide more personalized price structures which are more appealing and more understandable for the customer. This implies a customer specific top up management and more flexible payment methods. For example, postpaid and prepaid are not customer types, they are just different payment methods that can easily be combined. An example would be combining a postpaid tariff for voice with a prepaid tariff for broadband to try out the new service. Another option to stimulate the take up of new services is to share data volume allowances through multiple devices.
Targeted customer care: Automation is key. With the rise in device complexity, more applications and configuration options and with customers changing their devices more often and using purchasing channels outside the CSPs control, the workload on call centers is increasing rapidly, often resulting in poor customer service quality. Easier service discovery, subscription and use improve the customer experience. Autoprovisioning is a key advantage since it supports service promotions focused on specific devices and makes the service easy to use by removing the need for the customer to set up the device correctly. Automating the service fulfillment process helps to ensure that the customer gets the
service within the agreed time frame, improving the customer experience by eliminating unnecessary delays in service access. In addition, self-serviceprovisioning supports service subscriptions that can be modified on-demand, such as a bandwidth increase in a broadband service, or ordering a movie or a TV channel. The consumer segment in particular will appreciate not having to read long lectures on how to set up services. Figure 9 Beyond pure functionality, CSPs will want to create emotional touchpoints with, for example, the right look and feel of the device to ensure the stickiness of the service: to make users feel more self-confident, to achieve more in life and to be in control by having the entire Internet on the mobile phone.
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The vertically integrated end-to-end paradigm of defining all components of a service in advance and implementing the entire service internally, can no longer keep pace with the speed of todays Internet players. In such a highly fragmented market, the key is to use an efficient, modular application development and implementation method, where third party Application Service Providers can be integrated easily. This means that business transformation is a necessity for operators who want to be able to respond to changing customer requirements and market dynamics. The only solution to survival is to pool resources with other contributors, creating viable business and provisioning architectures within their business ecosystems. This method combines the best of multiple service hubs to create the combination of strengths and abilities desired by their target customers.
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