May 30, 2017 -
Gemalto released its ‘Mobile Customer Experience’ report revealing that 48 percent of consumers expect a mobile device to become their primary form of identification by 2025 as a result of biometric technologies.
Based on research of nearly 2,000 consumers in the United States, UK, Germany, France, China and Brazil, the report reveals expectations across all aspects of the mobile experience including data privacy.
The survey results suggests that the trend of mobile payments increasing in recent years will continue. By 2025, 45 percent of consumers expect to be able to use mobile devices to pay for anything, anywhere, at any time, while 43 percent consider mobile as their preferred payment method.
Despite this expected dependence on mobile payments, 25 percent of consumers said they are unwilling to stop using cash all together.
In regards to data privacy, the research shows that end users are, in many cases, open to sharing some of their data in exchange for tangible benefits.
The report found that 34 percent would be pleased to receive deals and advice in real time via location tracking, and 28 percent are open to share their browsing history information or online purchases to be offered better deals.
In addition, 19 percent expect the cost of mobile subscriptions and services to be offset by advertising, while 8 percent said they would be prepared to compromise their personal data in exchange for partial or full discounts on their bill.
Many respondents are concerned with data privacy, with 38 percent stating they don’t want any company to have access to their personal data. Respondents over 50 are the most reluctant to share their personal data with third parties, the report finds.
In addition, the report reveals that 34 percent of respondents believe the use of on-demand artificial intelligence (AI) will be a possibility in the future, 28 percent already view their mobile operator as a digital assistant and 33 percent expect a highly-personalized service from their mobile operator.
“In many ways our lives have become a mobile experience and the research shows that mobile expectations will only grow in ambition, complexity and diversity in the years leading up to 2025,” Remi de Fouchier, the vice president of marketing for mobile services and IoT at Gemalto, said. “The next round of innovations in the mobile world – from integration with IoT devices to using smartphones as ID – will be key to how all industry stakeholders shape the future of mobile customer experience management.
“As the industry continues on the path towards the future, mobile network operators, OEMs, governments, and service and hardware providers will need to collaborate closely to meet customer expectations without compromising convenience or jeopardising privacy and security.”
Earlier this month Gemalto completed the acquisition of 3M’s Identity Management Business after approval by the relevant regulatory and antitrust authorities.