Amdocs Survey: Teenagers Have a Digital Lifestyle That Service Providers Should Adjust to
(Thomson Reuters ONE) -
Global study maps unique digital DNA of teens as they become the next generation
of paying customers
ST. LOUIS, June 21, 2016 (GLOBE NEWSWIRE) -- Amdocs (NASDAQ:DOX), the leading
provider of customer experience solutions, today announced the results of a
global study(1) into the digital DNA, behavior and expectations of today's
teenagers (aged 15-18 years old). The study reveals a fragile relationship
between communications service providers (CSPs) and teens, and the role digital
technology will play in the lives of a generation who see their future as
digital beings as much as human beings.
According to the study, only 12 percent of teenagers feel service providers
understand their lifestyle and offer services to match it. 30 percent report
experiencing bad customer service from their CSP over the past year, and 46
percent say they will not use that CSP again. A third of respondents then shared
this information with families and friends.
The study, commissioned by Amdocs, was conducted by Vanson Bourne, a technology
market researcher provider, and advised by leading generational expert and
sociologist Dr. Paul Redmond.
Additional key findings unveiling teens' unique digital DNA and what services
they want:
* Digital is the lens through which teens view themselves and others: 43
percent believe their smartphone makes them smarter and "cooler"; 52 percent
check their social media accounts first thing in the morning; over 30
percent say they would probably not meet someone again if they lacked a
Facebook or WhatsApp account.
* Emojis are worth a thousand words: Almost half of respondents say they
prefer using emojis (47%) and posting photos (45%) to sending emails as
emojis express how they feel more clearly than words.
* Internet connectivity is teens' most vital sixth sense: Teens require
constant Internet connectivity, with respondents saying they are more likely
to feel anxious and alone if separated from the Internet (56 percent) than
when separated from their family (52 percent). The value of Internet access
is so significant that the majority (55 percent) strongly believe fast
Internet access to be a human right.
* Free content streaming is a way of life: A majority stream movies (53
percent streaming; 17 percent downloading), TV (51 percent versus 11
percent) and music (47 percent versus 29 percent); and they are typically
doing so for free with less than a third saying they ever pay for any
content.
* Teens perceive content and app providers as "service providers" and love
them more:Although 82 percent know who their service provider is, they
perceive over-the-top (OTT) players and internet giants, including Google
(51 percent), Facebook (38 percent), WhatsApp (42 percent) and Apple (38
percent) as CSPs, when they are not. However, when asked which companies
they love, teens rank Google first at 60 percent (Facebook: 48 percent;
WhatsApp: 42 percent) while only 36 percent said they loved their CSP.
* Teens want technology to allow them to design their own experiences: 54
percent want interactive services that offer design options they can play
with; 59 percent expect to be offered 3D printing technology to create their
tech accessories and 55 percent expect to be able to visit new countries
using virtual reality. Teenagers' connection to technology is so strong that
66 percent say they would want to be Bill Gates when they grow up, more than
a YouTube star (50 percent) or a pop star (38 percent).
* Teens expect future technology to allow them to become digital beings as
much as human beings: 78 percent would like to have an Internet-connected
device embedded in their arm, with 38 percent seeing it replacing their
smartphone; 66 percent believe many jobs will be taken by robots, 24 percent
even believe a robot will become their best friend.
"It's fascinating how 'digital' is defining how teens are viewing both
themselves and others, how they express themselves, how they learn," said Dr.
Paul Redmond. "They require constant access and connectivity, and consume
content differently than older generations. This is a 'free content' generation
who love streaming and have no need for ownership, calling upon service
providers to look into new business models that can improve teen affinity to
their brands."
"It's striking that half of teens today already have a firm opinion as to which
service provider they will not use once they have to start paying their own
bills," said Chris Williams , head of global marketing for Amdocs. "But we
cannot disregard the immediate teen impact on a service provider's business and
brand perception given their influence on paying parents and wide reaching
audiences through their prolific use of social media. With digital so integral
to teen life the need to transition to a digital service provider is immediate.
Service providers must act now to establish and build teen affinity, exploring
new monetization models to address the demand for free content and adopting
engagement strategies that provide immersive experiences across customer
journeys. Whether or not service providers will succeed in adopting these new
models will determine their ability to remain relevant in future societies and
economies."
Amdocs is already working with multiple customers to help deliver these new
models. One example is a project with a large North American service provider to
implement a self-service platform to deliver new engaging, digital touch points
and services.
The study surveyed 4,250 respondents aged 15-18 from the UK, USA, Canada,
Brazil, India, Germany, Russia, Mexico, Philippines, and Singapore.
1 "A message from your future customer", Vanson Bourne, 2016
Supporting Resources
* Digital teens video, byline and infographic at www.amdocs.com/2016teensurvey
* Keep up with Amdocs news by visiting the company's website
* Subscribe to Amdocs' RSS Feed and follow us
on Twitter, Facebook, Google+, LinkedIn andYouTube
About Amdocs
Amdocs is the market leader in customer experience software solutions and
services for the world's largest communications, entertainment and media service
providers. For more than 30 years, Amdocs solutions, which include BSS, OSS,
network control, optimization and network functions virtualization, coupled with
professional and managed services, have accelerated business value for its
customers by simplifying business complexity, reducing costs and delivering a
world-class customer experience.
The Amdocs portfolio enables service providers to capture the world of digital
immediacy by operating across digital dimensions to engage customers with
personalized, omni-channel experiences; creating a diversified business to
capture new revenue streams; becoming data empowered to make business and
operational decisions based on insight-based and predictive analytics; and
achieving service agility to accelerate the fast rollout of new technologies and
hybrid network services.
Amdocs and its 24,000 employees serve customers in over 90 countries. Listed on
the NASDAQ Global Select Market, Amdocs had revenue of $3.6 billion in fiscal
2015.
Amdocs: Embrace Challenge, Experience Success.
For more information, visit Amdocs at www.amdocs.com
Amdocs' Forward-Looking Statement
This press release includes information that constitutes forward-looking
statements made pursuant to the safe harbor provision of the Private Securities
Litigation Reform Act of 1995, including statements about Amdocs' growth and
business results in future quarters. Although we believe the expectations
reflected in such forward-looking statements are based upon reasonable
assumptions, we can give no assurance that our expectations will be obtained or
that any deviations will not be material. Such statements involve risks and
uncertainties that may cause future results to differ from those anticipated.
These risks include, but are not limited to, the effects of general economic
conditions, Amdocs' ability to grow in the business markets that it serves,
Amdocs' ability to successfully integrate acquired businesses, adverse effects
of market competition, rapid technological shifts that may render the Company's
products and services obsolete, potential loss of a major customer, our ability
to develop long-term relationships with our customers, and risks associated with
operating businesses in the international market. Amdocs may elect to update
these forward-looking statements at some point in the future; however, the
Company specifically disclaims any obligation to do so. These and other risks
are discussed at greater length in the Company's filings with the Securities and
Exchange Commission, including in our Annual Report on Form 20-F for the fiscal
year ended September 30, 2015 filed on December 10, 2015 and our quarterly 6-K
form furnished on February 16 and May 17, 2016.
Media Contact:
Sara Preto
Fusion PR for Amdocs
Tel: +1-212-651-4214
E-Mail: sara.preto(at)fusionpr.com
This announcement is distributed by GlobeNewswire on behalf of
GlobeNewswire clients. The owner of this announcement warrants that:
(i) the releases contained herein are protected by copyright and
other applicable laws; and
(ii) they are solely responsible for the content, accuracy and
originality of the information contained therein.
Source: Amdocs via GlobeNewswire
[HUG#2022104]
Datum: 21.06.2016 - 12:31 Uhr
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