[February 23, 2017] |
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Survey Reveals Millennial Expectations for Mobile Service in 2022
CSG
Systems International, Inc. (NASDAQ:
CSGS), the trusted global partner to launch and monetize digital
services, today announced results of its market survey, The
Future of the Digital Experience: Mobile Edition. This survey
evaluated the future of mobile service through the lens of the rising
generation of mobile subscribers: millennials. Through an independent
research firm, CSG polled nearly 1,000 millennials (individuals 18-35)
across the US, UK, Brazil and Australia on their expectations for mobile
service by 2022.
This Smart News Release features multimedia. View the full release here:
http://www.businesswire.com/news/home/20170223005043/en/
According to a new survey from CSG International, millennials are very interested in a mobile phone service personalized to their specific usage patterns and are likely to allow mobile providers to access their usage data in order to receive more personalized service. (Photo: Business Wire)
The survey results indicate that millennials have clear priorities for
their mobile service in the coming years, including an increased focus
on personalization, further adoption of artificial intelligence (AI),
and a high quality and intuitive experience when it comes to
entertainment viewing. Key insights from the survey include:
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Millennials are open to the source of their future mobile service. When
it comes to the type of provider millennials will choose for their
future mobile service in five years' time, respondents showed little
variance. Traditional service providers held a sight edge at 35
percent, but approximately one third of respondents noted they would
expect their service to come from non-traditional providers like
Google (News - Alert), Amazon or others to be identified. Another third of
respondents noted to expect public Wi-Fi services and other free
offerings to become the norm.
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Personalized service is more important than anonymity. Almost 6
out of 10 millennials are likely to spend more for a service
specifically customized to their usage patterns across voice, data,
entertainment and other personalized services. And, a significant
majority (over 70 percent) of millennials are likely to allow mobile
providers access to their mobile usage data in order to receive a more
personalized service. Millennials are slightly less comfortable when
it comes to personalized advertising, with just over half (57) percent
noting they would be likely to let providers use their data to better
personalize advertisements.
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AI should make mobile devices smarter. Almost half of
millennials want their mobile phone service to become a more intuitive
personal assistant, with the ability to anticipate needs and take
action. A majority (53) percent of respondents noted that they would
be willing to spend more on a mobile service that can act as a
personal assistant, performing such tasks as creating meeting invites,
posting to social media, booking dinner reservations, and so on.
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Millennials will spend more for a higher quality streaming
experience. A high-quality viewing experience is an important
factor for millennials when it comes to their future mobile service,
with the overwhelming majority (83) percent noting they plan to use
their mobile device to stream online video - including YouTube (News - Alert), TV
shows and movies. 57 percent of respondents cited better video, music
and entertainment streaming experiences as a reason to spend more on
mobile service.
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Millennials want mobile providers to be a partner to make their
lives easier. From home automation to mobile payments, millennials
want their mobile device to make their lives easier. 41 percent of
respondents noted they want their mobile service to become more useful
for the small things in everyday life. Additionally, more than a third
(35) percent of respondents would love to see their mobile device
remember payment preferences and automatically apply payments to
certain transactions.
"Through this survey, we learned that millennials view their mobile
service not just as a device they carry, but as a personal assistant to
anticipate their needs, take actions on their behalf and ultimately make
their lives easier," said Phillip Yoo, president of carrier business at
CSG International. "Millennials are the rising customer - and revenue
base - for mobile operators, and therefore will have a significant
impact on the future of the industry. To successfully attract, retain
and grow with this dynamic customer of the future will require
innovation across advanced technologies and entertainment options."
For more results from CSG's research, to see takeaways for mobile
operators, or view results by country, download an Executive Summary of
the findings: The
Future of the Digital Experience: Mobile Edition or join
the discussion with CSG on LinkedIn
or Twitter
using the hashtag #DigitalFutureReport.
About CSG International
CSG
International (NASDAQ: CSGS) is the trusted global partner to
help clients launch and monetize communications and entertainment
services in the digital age. Leveraging 30 years of experience and
expertise in voice, video, data and content services, CSG delivers
market-leading revenue management and customer interaction solutions in
licensed and managed service models. The company drives business
transformation initiatives for the majority of the top 100 global
communications service providers, including AT&T (News - Alert), Charter
Communications, Comcast, DISH, ESPN, Media-Saturn, Orange, Reliance,
SingTel Optus, Telefonica, Telstra, Vodafone, Vivo and Verizon. For more
information, visit our website at www.csgi.com.
Note to editors:
A total of 958 individuals between the ages of 18 and 35 took part in
this survey commissioned by CSG International and conducted by research
firm Intengo. Respondents from four geographies participated; United
States, United Kingdom, Brazil and Australia during January and February
of 2017.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170223005043/en/
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