What Customers Want

This paper describes the disruptive trends in user behavior and needs based on worldwide market insights. It then uncovers the implications and opportunities for service providers by enriching the experience of their customers. 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.