• Customer’s desire innovative and new personalized services: More than half of the respondents stated that they would switch mobile subscription plans for a plan that included additional communication services (e.g. home, Internet, TV) with almost the same number of respondents saying they would switch if they were able to choose the bundle components.

• The multi-play opportunity remains unclaimed: Although more than half (52 percent) of respondents subscribe to four services (broadband, TV, mobile, fixed line), only 1 percent has a single quad-play provider. Triple-play penetration was also low (9 percent).

• Carrier-grade Wi-Fi will drive loyalty: Among the 62 percent of respondents with a mobile Internet plan, 71 percent use Wi-Fi more frequently than their mobile connection.

“With changing customer expectations and the ever-increasing threat of disruptive competitors, service providers are required to adopt a new strategy by taking a multidimensional view of customer experience,” said Chris Williams, head of global marketing at Amdocs. “By leveraging their customer experience strengths and exciting customers with innovative, personalized and multi-play bundles, as well as shaping the quality of network experience through real-time network visibility and control carrier-grade Wi-Fi strategies, service providers have a tremendous opportunity to lead in The New World of Customer Experience.”
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