Consumers are more connected than ever before. In 2018, American consumers connected 421.7 million wireless devices — nearly 1.3 devices for every person in the country, according to the CTIA 2019 Annual Survey. The skyrocketing growth of wireless devices has translated into unprecedented demand for mobile data. The CTIA found that mobile data use nearly doubled in the U.S. from 2017 to 2018 — an 82% increase in one year. Voice calls and text messaging use also rose (9.6% and 15.8%, respectively).
Wireless providers have been investing billions of dollars in expanding the infrastructure and developing technology to meet consumers’ current mobile data needs, as well as future capacity as more types of devices are added to the network. As the industry gears up for 5G deployment to deliver increased speeds and agility, mobile device makers are racing to design 5G-compliant products for the consumer market.
The initial rollout of 5G technology is expected to transform the telecom marketplace and create new revenue opportunities for wireless providers. As Deloitte’s 2019 Telecommunications Industry Outlook points out, more B2B partnerships will form with automobile makers (connected cars), local governments (smart cities), retail brands (brick-and-mortar showroom experiences) as well as with providers of mobile health care and mobile payment solutions.
For consumers, the intense competition in the market is driving down prices while providing faster speeds and more value-add products and service plans. Yet while wireless providers focus spending and internal efforts on expanding capacity to pave the way for the future of mobility, it is vital that the emphasis on enhancing the customer experience not fall to the wayside. Today’s wireless consumers are fully in control and are no longer locked to a carrier by device. With the freedom to effortlessly switch among providers and more options from discount carriers entering the market, the ability to deliver a superior end-to-end experience will likely be the differentiator that boosts customer retention and profitability.
Today’s consumers have high expectations for service delivery that have been shaped by leading brands across industries. For wireless & mobility companies, providing a seamless, high-touch customer experience will increase loyalty in the face of growing competition, innovative digital interfaces and pricing wars.
The top customer service challenges facing wireless & mobility providers include:
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