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Subscribe to this list via RSS Blog posts tagged in Customer Experience

Posted by on in Innovation

Some aspects of the wireless market seem to change very little from one quarter to another. But now and then there is a surprise, as new data from ComScore reveals. The surprise for the three-month period ending July 15 was the appearance of Apple Music among the top 15 smartphone apps, measured by the percentage of mobile users age 18 or older who use the app. Nearly a quarter (24.1%) of those users use Apple Music, ComScore said. That gave the app 14th place just one month after its launch. ComScore defined Apple Music to include Apple's native music app, which captures all music activity within that app including listening via the streaming service, radio service and users' personally downloaded music libraries.

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Posted by on in Mobility

Customers' experiences with their wireless devices can have a major impact on a wireless carrier. Offering the wrong device – or failing to support it properly – can negatively impact the bottom line, as new research from Biancco Technology Group illustrates. The combination of faulty mobile devices and ineffective care would prompt 31 percent of wireless customers to switch mobile carriers, according to Biancco, which surveyed more than 1,400 mobile users globally. Another one-third would change to mobile devices from different manufacturers.

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Posted by on in Innovation

One emerging – and exciting – area in wireless technology is wireless charging. We're already starting to see wireless charging roll out on smartphones, tablets, wearables – and as Juniper Research notes in a new study, infrastructure providers are beginning to roll out the equipment needed to support the technology in a way similar to public or consumer Wi-Fi.

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Posted by on in Mobility

We all know someone – maybe multiple people – whose eyes seem perpetually glued to their smartphones. Now there's a name for them. Mobile analytics specialists at Flurry call these people "Mobile Addicts" and according to Flurry research, their population is growing faster than other categories of mobile device users, not only in the U.S. but around the world.

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Posted by on in Mobility

Americans' obsession with their smartphones isn't limited to fun apps like Facebook and Twitter. According to a new mobile banking survey from Bank of America (BoA), 62% of people who use mobile banking apps use them a few times a week or more, including 20% who access their mobile banking app once a day or more.

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Posted by on in Innovation

Mobile biometrics is poised to shake up the global payments market, according to new research from Acuity Market Intelligence (AMI). Forecast to yield $34.6 billion in revenue annually in 2020, mobile biometrics will lower both the costs and risks of mobile payments processing, says AMI in ¨The Global Biometrics and Mobility Report: The Convergence of Commerce and Privacy.¨ Mobile biometrics include technologies such as thumbprint and facial recognition.

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Posted by on in Mobility

Apple's innovative information and communications technology (ICT) has spawned entire industries, including mobile "app" development. Mobile app usage has grown extraordinarily fast since Apple opened the "doors" to its online App Store in 2008. Mobile app revenues now total some $87 billion a year, according to new research from ACT-The App Association. The association represents more than 5,000 small and mid-size software companies involved in mobile app development.

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Posted by on in Innovation

Apps designed to run on connected, wearable devices are well positioned for a boom, according to new market research from IDC. The market research company predicts the number of third-party applications that run on smart wearable devices will expand from 2,500 as of year-end 2014 to 349,000 in 2019. Apps for the Apple Watch are expected to garner as much as two-thirds of the emerging wearable device app market, making it a primary driver of app development, IDC points out in its report, "Worldwide Wearable Applications Forecast, 2015-2019."

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Posted by on in Mobility

Mobile devices continue to take on more and more functionality that previously was handled by traditional computers, a trend often referred to as mobile first. The latest evidence of this trend comes from Google, which found that more people in the U.S. and nine other countries are using its search engine with mobile devices to search the Web than are using personal computers. A Google exec announced the tipping point at a digital advertising conference this past Tuesday, according to a Wireless Week repost of an AP Technology report.

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Posted by on in Mobility

A promising area within the mobile app category is the in-vehicle app, as a recent survey of vehicle owners illustrates. The "Apps in the Car 2015" survey, conducted by IHS Automotive, polled people in the U.S., the U.K., China and Germany who intend to purchase a new vehicle within three years, found that 45% would use in-vehicle apps if they enhanced the driving experience. Over one-third (35 percent) said they would be willing to use in-vehicle apps if they were similar to those on their smartphones. 

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Posted by on in Innovation

The rise of Internet-connected devices – from cars and TVs to refrigerators, HVAC systems and lighting – has transformed the machine-to-machine world into the Internet of Things (IoT). And the IoT is seen as driving a new phase of high-tech innovation and growth among a wide range of companies and economic sectors, including Internet technology and telecommunications providers.

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Posted by on in Innovation

If you’re reading this blog, I probably don’t have to convince you of the benefits of advanced mobile service infrastructure to local, national, and global economies. Nevertheless it’s always reassuring to have this belief validated by real-world research. Data released from mobile association GSMA at the 2015 Mobile World Congress in Barcelona March 2 does just that.

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Posted by on in 4G LTE

The most data-intensive smartphone apps also tend to be the most power-hungry and can quickly deplete smartphone batteries – but there are some exceptions, as new research from online security provider AVG Technologies illustrates. Technology advances have helped minimize the battery drain of some high-bandwidth apps, while some apps that would not be expected to consume large amounts of data or power actually are some of the most resource-hungry because of functionality occurring in the background.

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Posted by on in Mobility

With usage skyrocketing, mobile apps are leaving millions of end users open and vulnerable to a host of increasingly sophisticated security threats, as new research from Intel and security specialist McAfee illustrates.

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Posted by on in Mobility

New research from financial content provider Bankrate illustrates growing opportunities in mobile commerce. Half of mobile Internet users have used their mobile devices to make a major financial purchase, such as obtaining a mortgage, investing in stocks or buying a car, according to a report from Bankrate. Those most likely to have made such a purchase are adults between 30 and 49. Fifty-eight percent of survey respondents in that age group reported having done so.

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Posted by on in Mobility

The huge growth in mobile data traffic is driven in large part by huge growth in bandwidth-hungry mobile entertainment apps such as video and gaming – and some new market data from research firm SNL Kagan puts in perspective just how big the mobile entertainment market has become.

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Posted by on in Mobility

Americans are even more inseparable from their mobile devices than previously thought, according to new research from consulting firm Deloitte.

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Posted by on in Network Operations

We may not have reached the Dick Tracy video-phone-watch stage yet, but video calling is becoming a mainstream activity on smartphones, according to a survey of 6,500 U.S. and German consumers conducted by Gartner.

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Posted by on in Mobility

Mobile transaction technology could be very valuable to rural subscribers, who sometimes have difficulty finding a local store that carries certain products. And according to a new Juniper Research report, mobile transactions are set to take off.

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Posted by on in Network Operations

Here's a new industry development worth watching: Some of the large national wireless network operators are changing their strategic tune, hatching plans to partner with over-the-top (OTT) service providers in a bid to retain and grow subscriber numbers and market revenues, according to a new report from Mobilesquared sponsored by mobile interactivity specialist Tyntec. Researchers estimate that over half (55%) of wireless carriers have already formed or expect to form a relationship with an OTT partner compared to only 36 percent in 2013.

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