IMI Mobile: Digital Consumer Interaction Report
The customer service and contact centre experience your business delivers has never been so important to customer loyalty and brand differentiation. The question is, are you investing in the right technology and innovations to deliver the experience the modern consumer demands? Key insights include:
- Adoption of digital communication channels, especially around customer service is not as advanced as businesses may suggest.
- Consumer expectations are sky high, 67 per cent of consumers believe their enquiry should be answered in less than 5 minutes.
- 78 per cent of consumers would be willing to wait longer for enquiries to be answered provided they get an acknowledgement of their enquiry over digital messaging channels.
ICLG to Telecoms, Media & Internet Laws & Regulations 2018
The ICLG to Telecoms, Media & Internet Laws & Regulations 2018, authored in association with the Mobile Ecosystem Forum, covers common issues in telecoms, media and internet laws and regulations – including radio spectrum, cyber-security, interception, encryption and data retention, distribution of audio-visual media, and internet infrastructure. This comprehensive comparative guide follows a question and answer format to ensure thorough coverage of the topic within different legal systems worldwide. Each chapter is written by leading practitioners from top international law firms to provide a valuable and convenient resource, updated annually. The ICLG series provides a practical insight for general counsel, government agencies and private practice lawyers, keeping them abreast of law and policy globally.
MYPINPAD: The Arrival of PIN on Mobile
This eBook explores the current in-store payments landscape and discusses a new, major development in the evolution of payment technology and acceptance: PIN on Mobile. PIN on Mobile (PoM) provides all retailers with an innovative and streamlined capability to secure card payments on consumer off the shelf (COTS) devices during face-to-face transactions. Designed to increase payment acceptance volumes, reduce costs and improve the customer experience, PoM is the payments industry’s latest innovation in card payment acceptance.
Openmarket: The Empathetic Interaction™ eBook
The world’s most customer-obsessed brands are using A2P SMS messaging right now to connect with customers at exact moments in precise places – something that’s impossible with email and voice. Introducing the Empathetic Interaction™ and its ability to surprise and delight customers with information, alerts, experiences and engagements – exactly when it counts. Download the eBook and learn why:
- Text represents such a massive business opportunity
- Email and voice are frustrating customers who need to connect in real time (like now)
- SMS is changing the customer experience game and separating the best from the rest
- Customer-obsessed brands are using SMS to get big wins
Ubiquity: Marketing automation & digital transformation white paper
How Marketing Automation and digital transformation will disrupt the relationships between Customers and Enterprises. Marketing Automation and Digital Transformation are disrupting the relationships between companies and customers. This new Ubiquity White Paper explores new trends and scenarios within Messaging Platform market. New paradigms are rising up: the concept of messaging as a platform and the idea of “conversational commerce”. While messaging apps are surpassing social networks, brands have the opportunity to reduce conversion time, increase revenue and improve quality.
Gemalto: IoT, what do consumers want from their connected future?
Consumer IoT and smartphones have become the most important consumer devices in our lives. And behind this is a vast world of connected objects that mesh together to improve our lives. From controlling our homes, to unlocking and controlling our cars, controlling our drones and to monitoring our health, advances in connectivity over the past decade have radically reshaped society. With the pace of technological innovation accelerating so rapidly, we sought to understand more about how consumers visualize their ideal experience in this connected world. Over the past 18 months we've spoken to 5,000 people from nine countries about what they want from their future mobile and IoT experience. The findings are fascinating and complex, containing valuable insights that we are pleased to share with everyone involved in the mobile and connected object ecosystem; the device manufacturers, the retailers, the OTT service providers.
CLX Communications: Mapping the Future of Enterprise Messaging: SMS, RCS and Chat bots
Ovum’s Enterprise Messaging Survey 2017, developed in partnership with leading cloud-based communications provider, CLX Communications AB, and communications solutions vendor Symsoft, explores the rapidly-evolving business-to-consumer communications market. It reveals a growing business appetite for more interactive forms of enterprise messaging, including two-way SMS, enhanced SMS such as messaging based on the Rich Communications Standard and chat bots.
Hiya: Robocall Radar, March 2017
Every month, Hiya provides reputation information based on realtime analysis that identifies spammers in minutes. Hiya analyzes more than 3.5 billion calls globally and references a database of over 1.5 billion numbers to identify incoming and outgoing calls. With this information, users can elect to block unwanted robocalls from ringing through to their mobile device. In this monthly report, we'll look at some of the data and trends from March 2017, including: the number of spam calls identified within the month, the top phone scams in the United States and a look at spam across the globe.
Infobip: Marketer’s Guide to Omnichannel Communications
Having one way to communicate with customers is like having only one flavor of ice cream. Sure it’s good, but you’re not always in the mood for mint chocolate chip. Sometimes you need rapid, reliable communications and only SMS will get the message to customers quickly. Product updates, probably better as an email. Support could be done on either, but what about using WhatsApp or Facebook Messenger? This ebook is intended as the complete vision for your new communications strategy at once. You won’t just see how communication channels and tools fit together but why they fit together as well. Each facet of omnichannel communications supports the other. Why 2-Way SMS is built on an SMS messaging API that powers 2-Factor Authentication which can be used to help customer support over the phone.
MEF Global Consumer Trust Report 2017
The 4th annual MEF Consumer Trust Study is part of MEF’s Consumer Trust Initiative established in 2011, a multi-stakeholder working group united by a commitment to drive best practice and innovation when it comes to consumer data and is part of the group’s ongoing education programme to raise awareness of the importance of privacy, security and identity. The first report from the study is in association with is in association with ForgeRock and analyses key global findings. With a backdrop of forthcoming General Data Protection Regulation the report highlights some of the challenges and opportunities the industry faces when it comes to managing and leveraging personal data.
Bango: App store carrier billing: Transforming subscriber behavior
Subscribers using carrier billing in Google Play spend more across all operator services. It is widely believed that offering carrier billing for third party services cannibalizes operator revenues from traditional voice, SMS and data services, because subscribers have a limited budget to spend on their phone - a fixed wallet size. To investigate this belief in detail, Bango and Belgian operator Proximus partnered to analyze pre-paid subscribers using Android smartphones, comparing those using carrier billing to purchase from Google Play with those who do not, focusing in particular on pre-paid subscribers.
CM Telecom: Preparing for PSD2
The payments industry has slowly become aware that is has to prepare for new regulations after the European Commission set out new laws, together forming the Payment Services Directive 2 (PSD2). Strong customer authentication, security, transparency and innovation are key in PSD2, which comes into effect in 2018. What should you be doing about PSD2? CM Telecom has worked with CA Technologies and Finextra to produce a whitepaper in order to explore and raise awareness of the views of market participants on the opportunities and challenges of PSD2. CM Telecom has worked with CA and Finextra putting together the whitepaper because it has two major strengths if it comes to implementing PSD2.
Boku: The Future of Direct Carrier Billing in Europe and E-Money
While direct carrier billing is used in virtually every part of the world, adoption has been particularly high in Europe. In fact, the market for direct carrier billing on mobile phones alone is projected to be almost $6B by 2017. Despite its widespread use in the EU, growth has been hampered by regulatory constraints. In this white paper, you’ll learn about:
- The European direct carrier billing market
- Regulations that govern direct carrier billing based mobile payments in Europe
- A new e-Money based model of direct carrier billing (eDCB) that paves for the way for the future in Europe
KPMG: Your connected car is talking: Who’s listening?
Today’s vehicles are more “wired” than ever before- offering connectivity similar to what we expect at home, in our offices and on our mobile devices. Although that connectivity is awesome for drivers, it does come with some inherent risks. Moving the data-driven user experience forward with value, security and privacy. This report explores the two worlds of connected vehicle data – the one in which data means fantastic value and the other in which data means risk. How should original equipment manufacturers (OEM) balance the two, leveraging data insights to offer customers an unbelievable driving experience while at the same time protecting the data like it was their own?
Meeco: The Rise of The Attribute Economy 2.0
Attributes are pieces of information, which determine the properties of a field or tag in a database. In more human terms, attributes are qualities of someone or something. In The Attribute Economy, these attributes represent human beings. They are individual characteristics such as age, gender or education level. They are also characteristics that give context to someone’s life, such as browsing history, financial information, emails and messages, health records and social media profiles. Soon these attributes, rather than being exchanged in the background without people’s full knowledge, will be exchanged on the explicit terms of the person they relate to. This is the Attribute Economy 2.0.
MEF Enterprise Messaging Fraud Framework v 2.0
This Version 2.0 of the Fraud Framework offers some further insight into the impact of fraud on all parties within the ecosystem, as well as categorisation of the means available to parties to detect and protect against fraud through the implementation of commercial solutions, technical solutions and through processes, compliance and legality. A total of 13 fraud types have been identified, defined and mapped providing recognisable, real life examples of how fraud can occur, sharing how the different communities within the ecosystem can detect and protect themselves and their customers against fraud.
Mitto: Driving Business Through A2P Messaging
This Juniper Research white paper, provides a comprehensive overview of how Mobile Network Operators, OTTs and Enterprises can use A2P messaging to drive business and increase revenues. Key findings include:
- Consumer affinity with text messaging now extends to its A2P incarnation suggesting that the market has been seeded for additional use cases.
- A2P messaging provides MNOs with an opportunity to plug declining revenues from voice, P2P messaging and data and increasing capex and opex costs from network upgrades.
- While A2P messaging generated traffic worth nearly $36.3 billion in 2016, 31 per cent of that traffic was grey route and totaled nearly $11.9 billion in lost revenues to MNOs.
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Open Market: Mobile Engagement Maturity
The power of mobile as tool for communication is well-established bringing together multiple channels – voice, messaging, social, web and apps – into one package where they can flourish in tandem. Of these channels, text-messaging (SMS) in enterprise-to-peer (E2P) applications is particularly effective for enterprises looking to connect and engage with their customers. Enterprises of all types and sizes are using SMS messaging to grow revenue and improve customer experience. Read this paper to learn about a stepwise approach your enterprise can take to maximize the value of your SMS programs and ensure ROI.
Pubmatic: Automating Brand Spend: The Emergence of the Biddable IO
A trade-off has existed between the efficiency of programmatic and the transparency and guaranteed nature of the direct buy. That compromise is about to disappear. The trends that have led to the emergence of a new tactic for the automation of brand spend – the Biddable IO. Leveraging data from a survey of over 400 publishers and buyers as well as insights gleaned from our conversations with key industry players, the report will cover:
- The rise of programmatic direct – 83% of publishers surveyed consider it an important strategy for their business in 2017
- Three trends driving brand spend to programmatic: header bidding, data availability, and attribution
- Trade-offs and compromises required with existing automated buying channels Introducing the Biddable IO: the solution for closing the gap
Telecoming: Mobile Billing Trends in Southern Europe
Mobile billing in Europe will keep up with its growth trend in the next years. The global carrier billing market reached $16.6M in 2015 and it´s estimated to reach $25.3M in 2020. In order to share our team´s forecasts and market perspectives regarding carrier billing, we have carried out a brief white paper on Southern Europe´s Mobile Billing market. We have gathered data from several acknowledged market sources and internal specialists in order to build an accurate market review. We are happy to be part of this cutting- edge market and to provide added-value information to the business ecosystem.
Telefonica: The Text Economy Report:
An investigation into the enduring success and economy drivers of the SMS market in 2015 - This report provides a mostly quantitative look at the state of the SMS ecosystem, the challenges and opportunities for industry and concludes with predictions and recommendations for best practices going forward. As well as qualitative and quantitative research, the report includes insights and contributions from key industry players including aggregators and associations – namely The Mobile Ecosystem Forum.
VERVE: Mobile Prodigies – Millenials and Gen Z
Verve, the leading location-based mobile advertising company, has just released new research on Millennials and Generation Z, two groups of young mobile experts that Verve now terms Mobile Prodigies. The new research introduces significant new insights into the behavior and attitudes of young generations as they respond to mobile advertising. The research, done in collaboration with Wildness, a youth-insights group founded by Awesomeness TV, involved surveying 3,000 people ages 14–29 and also included a series of focus groups. The research shows the profound impact Mobile Prodigies will have on mobile advertising, mobile’s intersection with in-store shopping, and the future of mobile creative.