[{"_id":"project-settings","settings":{"translateMetaTags":true,"translateAriaLabels":true,"translateTitle":true,"showWidget":true,"isFeedbackEnabled":false,"fv":1,"customWidget":{"theme":"dark","font":"rgb(255, 255, 255)","header":"rgb(0, 0, 0)","background":"rgba(0, 0, 0,0.8)","position":"right","positionVertical":"bottom","border":"","borderRequired":false,"widgetCompact":true,"isWidgetPositionRelative":false},"widgetLanguages":[{"code":"es-LA","name":"Español (América Latina)"},{"code":"fr-CA","name":"Français (Canada)"}],"activeLanguages":{"fr-CA":"Français (Canada)","es-LA":"Español (América Latina)","de":"Deutsch","en":"English"},"enabledLanguages":["de","en","es-LA","fr-CA"],"debugInfo":false,"displayBranding":true,"displayBrandingName":true,"localizeImages":false,"localizeUrls":false,"localizeImagesLimit":false,"localizeUrlsLimit":true,"localizeAudio":false,"localizeAudioLimit":false,"localizeDates":false,"disabledPages":[],"regexPhrases":[],"allowComplexCssSelectors":false,"blockedClasses":false,"blockedIds":false,"phraseDetection":true,"customDomainSettings":[],"seoSetting":[],"translateSource":false,"overage":false,"detectPhraseFromAllLanguage":false,"googleAnalytics":false,"mixpanel":false,"heap":false,"disableDateLocalization":false,"ignoreCurrencyInTranslation":false,"blockedComplexSelectors":[]},"version":4320},{"_id":"en","source":"en","pluralFn":"return n != 1 ? 1 : 0;","pluralForm":2,"dictionary":{},"version":4320},{"_id":"outdated","outdated":{"#CES <span ljsid-1=\"\">2023</span> Trends: The US’s $<span ljsid-3=\"\">65</span>BN <span ljsid-5=\"\"></span><span ljsid-7=\"\">\"</span>One Big Shot” to Bridge Digital Divide":1,"#More than":1,"#de commerce interconnecté":1,"#perspective":1,"#unique":1,"#iQmetrix | RQ Terms of Use":1,"#billion wireless sales in US and Canada":1,"#RQ powers $":1,"#COVID-":1,"#iQmetrix | Inventory Visibility in Telecom Retail, Part 1: Pain Points":1,"#Definitions of terms are <a ljsid-1=\"\">defined here.</a>":1,"#These terms are pursuant to the Master Services Agreement and Merchant Agreement or Payment Solution Schedule between you and iQmetrix.":1,"#US Tier 1 Carrier Report Highlights: Wireless Customers Still Hanging…":1,"#upgrade rates":1,"#US Tier 1 Carrier postpaid churn":1,"#Innovation (especially as it pertains to AI) remains an area of interest, and technology solutions that harness AI will be increasingly leveraged.":1,"#Faster activations and an easy-to-use, easy-to-train-on POS are essential for improving employee and customer experiences.":1,"#Enhancing customer experience to increase customer retention":1,"#While Q<span ljsid-1=\"\">4</span> promos drive higher upgrade rates, the average upgrade rate is still down YoY, indicating we are still seeing longer device lifecycles. Tracking upgrade cycles, optimizing promotions, and managing trade-in programs to counteract declining upgrade frequencies remains a priority. Real-time analytics can also plug-in here to help retailers increase attachment rates, average basket sizes, and the number of services and devices per account.":1,"#Addressing declining upgrades to increase device and accessory sales":1,"#Q<span ljsid-1=\"\">4</span> typically boosts sales but hurts margins. Real-time analytics can help retailers adjust pricing and promotions for profitability":1,"#Maximizing promotional ROI, and adjusting to increased competition":1,"#Since Q<span ljsid-1=\"\">2</span> consistently has the lowest churn and Q<span ljsid-3=\"\">4</span> the highest, carriers need robust inventory forecasting and optimized POS operations to handle seasonal fluctuations, i.e. adjusting stock levels, managing promotions, and streamlining transactions.":1,"#Seasonal inventory optimization":1,"#Increasing revenue and reducing costs":1,"#The carriers’ subscriber results and business priorities tell us they are focused on:":1,"#T-Mobile was <span ljsid-1=\"\">2024</span><span ljsid-2=\"\"></span><span ljsid-4=\"\">’</span>s industry leader in <strong ljsid-6=\"\">postpaid net account adds and net line adds</strong>.":1,"#<strong ljsid-0=\"\">Verizon saw positive prepaid net adds</strong> YoY for the first time since the TracFone acquisition.":1,"#Despite the rise in quarter-over-quarter upgrades (which is typical for Q<span ljsid-1=\"\">4</span>), <strong ljsid-3=\"\">upgrade rates as a yearly average remain down</strong>, indicating that customers continue to hold onto their devices longer (likely due to economic pressures).":1,"#However, in Q<span ljsid-1=\"\">4</span> <span ljsid-3=\"\">2024</span>, higher promo spending also led to <strong ljsid-5=\"\">slight quarter-over-quarter declines in postpaid phone-only average revenue per user </strong>for carriers that report it.":1,"#The seasonal rise in Q<span ljsid-1=\"\">4</span> churn each year aligns with higher promotional spending aimed at customer acquisition and increasing device sales, driving stronger upgrade activity for the quarter.":1,"#<strong ljsid-0=\"\">Q<span ljsid-0-1=\"\">4</span> usually sees the highest churn due to seasonal factors</strong>, whereas Q<span ljsid-2=\"\">2</span> tends to experience the lowest churn.":1,"#<strong ljsid-0=\"\">Postpaid phone churn</strong> remained stable year-over-year for AT&amp;T and Verizon and decreased slightly for T-Mobile.":1,"#Leverage AI to drive efficiencies and unlock new revenue through our fiber and edge compute assets":1,"#Execute on our capital allocation model":1,"#Focus on operational excellence, customer experience, and financial discipline":1,"#Accelerate mobility momentum and broadband growth, and scale private networks":1,"#Grow wireless service revenue, expand adjusted EBITDA and general strong free cash flow":1,"#Technology leadership":1,"#Customer centricity":1,"#Best assets":1,"#- Extend overall network lead with:":1,"#- Translate industry-leading customer growth into industry-leading financial performance":1,"#Best experience":1,"#Best value":1,"#Best network":1,"#- Achieve industry-leading customer growth fueled by combination of:":1,"#Deliberate capital allocation":1,"#Effective and efficient in everything we do":1,"#Grow durable <span ljsid-1=\"\">5</span>G and Fiber relationships":1,"#Each of the three Tier <span ljsid-1=\"\">1</span> carriers stated their <span ljsid-3=\"\">2025</span> business priorities in their respective reports, as follows:":1,"#<span ljsid-0=\"\">2025</span> Business Priorities":1,"#All three Tier <span ljsid-1=\"\">1</span> US carriers have now submitted their Q<span ljsid-3=\"\">4</span> <span ljsid-5=\"\">2024</span> reports, so let’s take a look at some of the key highlights from Verizon, T-Mobile, and AT&amp;T.":1,"#While having items shipped directly to them is convenient and often preferred by customers, having to ship items back to companies isn’t. This is why a <span ljsid-1=\"\"></span><span ljsid-3=\"\">„</span>return-to-store” process is an important piece of the omnichannel puzzle to achieving higher levels of customer satisfaction and loyalty.":1,"#G":1,"#The Top 5 Challenges for 5G Operators":1,"#Even after massive investment, the rollout of <span ljsid-1=\"\">5</span>G in North America has been decidedly rocky. In addition to the <a ljsid-3=\"\">logistical difficulties of implementing <span ljsid-3-1=\"\">5</span>G</a>, telecoms have also faced a variety of market-based obstacles that have impeded their ability to fully monetize their <span ljsid-5=\"\">5</span>G investments, to the point that many in telecom have <a ljsid-7=\"\">notably lost enthusiasm</a> for research into <span ljsid-9=\"\">6</span>G.":1,"#5G operators continue to face a variety of technical and market-based challenges to already rocky 5G network deployments, including fights over spectrum,…":1,"#<span ljsid-0=\"\">4</span>. Competition from satellite companies will only continue to heat up.":1,"#Additionally, venues often aren’t in a hurry to make these upgrades, which are often expensive and disruptive, because customers are already used to switching to Wifi — especially at locations they visit frequently.":1,"#At the same time as telecoms are squabbling over use of the <span ljsid-1=\"\">6</span>GHz band by unlicensed Wi-Fi, they are also coming under fire for interference concerns from expanded use of <span ljsid-3=\"\">5</span>G in the C-band. In January, the FAA <a ljsid-5=\"\">gave airlines another year</a> to fix or replace about <span ljsid-7=\"\">1000</span> altimeters that would experience interference from C-band <span ljsid-9=\"\">5</span>G signals.":1,"#Telecoms face many hurdles to overcome in <span ljsid-1=\"\">5</span>G network expansion efforts.":1,"#In <span ljsid-1=\"\">2021</span>, AT&amp;<a ljsid-3=\"\">T took the FCC to court</a> over the Trump-era FCC’s decision to open up the <span ljsid-5=\"\">6</span>GHz spectrum to unlicensed Wi-Fi, in a court case that saw telecoms squaring off against Apple, Google, and Cisco (among others). In their filing, AT&amp;T argued that <span ljsid-7=\"\"></span><span ljsid-9=\"\">“</span>very likely to result in harmful interference at unpredictable places and times”.":1,"#Recently, T-Mobile had to issue an <a ljsid-1=\"\">FCC filing against a Pennsylvania homeowner</a> due to ongoing interference with the homeowner’s security system with local <span ljsid-3=\"\">5</span>G operations, in which months of back-and-forth with the owners and in-person visits from both FCC officials, the homeowners declined to make the changes to their security cameras that would stop the problem.":1,"#Despite all these technical and market challenges, <span ljsid-1=\"\">5</span>G is still expected to experience massive growth in the coming years. Analysts are <a ljsid-3=\"\">varyingly bullish</a> about <a ljsid-5=\"\">the future of <span ljsid-5-1=\"\">5</span>G operators</a>, but all predict massive growth in the <span ljsid-7=\"\">5</span>G market through <span ljsid-9=\"\">2030</span>.":1,"#<span ljsid-0=\"\">5</span>. Enterprise companies have lost faith in <span ljsid-2=\"\">5</span>G’s ability to deliver profits.":1,"#We’ve written previously about <a ljsid-1=\"\">the escalating competition <span ljsid-1-1=\"\">5</span>G operators face from satellite</a>. While current implementations of satellite for D<span ljsid-3=\"\">2</span>D (direct-to-device) service still face severe technical limitations, satellite companies are already picking up telecom’s slack in providing rural broadband service to historically underserved communities. Satellite also offers a compelling use case for IoT deployments, offering seamless connectivity regardless of location.":1,"#Ultimately, however, the FCC decision was <a ljsid-1=\"\">upheld by the courts</a>.":1,"#5G vs Satellite: Telecom’s Old Darling Battles its New Fling":1,"#One of the technical limitations of <span ljsid-1=\"\">5</span>G is that its shorter wavelengths are less able to penetrate doors and windows, leading to loss of signal strength indoors. This makes <a ljsid-3=\"\">universal <span ljsid-3-1=\"\">5</span>G coverage a challenge</a>, especially since the majority of <span ljsid-5=\"\">5</span>G infrastructure investments have focused on outdoor coverage. It’s possible to get around this problem by installing private <span ljsid-7=\"\">5</span>G equipment in buildings and venues, but it requires tackling the problem one building at a time.":1,"#The decrease in spending isn’t surprising when you consider the hurdles <span ljsid-1=\"\">5</span>G operators are facing. What do those challenges include?":1,"#Despite these challenges, <a ljsid-1=\"\">a recent report from Ericsson</a> suggested that <span ljsid-3=\"\">5</span>G operators should continue investing in <span ljsid-5=\"\">5</span>G, citing a <span ljsid-7=\"\">7</span>% increase in revenue in the top <span ljsid-9=\"\">20</span> <span ljsid-11=\"\">5</span>G market. This recommendation is unsurprising, however, when you consider how much of the Swedish giant’s profits are tied up in <span ljsid-13=\"\">5</span>G; in April, Ericsson’s stock fell sharply after posting <a ljsid-15=\"\">disappointing Q<span ljsid-15-1=\"\">1</span> results</a>, including a <span ljsid-17=\"\">2</span>% decrease in sales of network hardware.":1,"#Even if operators are facing an uphill battle, <span ljsid-1=\"\">5</span>G will continue to grow.":1,"#One possible reason for this: the complexity of <span ljsid-1=\"\">5</span>G integration with existing technology and processes — which was cited as the top internal challenges informing the approach to <span ljsid-3=\"\">5</span>G. That complexity seems to be acting as a barrier to deployment, as only <span ljsid-5=\"\">11</span>% of companies surveyed reporting that <span ljsid-7=\"\">5</span>G deployments were currently operational within their organizations.":1,"#In addition to competing for market share, satellite companies are also competing with telecoms for spectrum rights in the <span ljsid-1=\"\">12</span>GHz band. Telecoms want <span ljsid-3=\"\">12</span>GHz to be opened up for auction, something which Intelsat VP Peter Davidson has described as <a ljsid-5=\"\">an existential threat <span ljsid-5-1=\"\"></span><span ljsid-5-3=\"\">“</span>to the space economy”</a>.":1,"#<span ljsid-0=\"\">3</span>. <span ljsid-2=\"\">5</span>G notoriously loses signal strength indoors.":1,"#Take-up of <span ljsid-1=\"\">5</span>G still very low, because difficulty in scaling <span ljsid-3=\"\">5</span>G networks have weakened the value proposition for <span ljsid-5=\"\">5</span>G implementation in enterprise companies. In a November <span ljsid-7=\"\">2022</span> survey of <span ljsid-9=\"\">1325</span> enterprise companies worldwide, <a ljsid-11=\"\">only <span ljsid-11-1=\"\">21</span>% of companies surveyed</a> said they were currently investing in <span ljsid-13=\"\">5</span>G — compared with <span ljsid-15=\"\">64</span>% that were currently investing in analytics and AI. Further, interest in <span ljsid-17=\"\">5</span>G deployments varies greatly by industry. Only two of the eight verticals identified in the survey (consumer and energy) reported significant increases in <span ljsid-19=\"\">5</span>G investments from <span ljsid-21=\"\">2022</span> to <span ljsid-23=\"\">2023</span>. Automotive, financial services, and healthcare saw only modest increases, while <span ljsid-25=\"\">5</span>G investments by manufacturing and technology companies actually decreased.":1,"#<span ljsid-0=\"\">2</span>. Regulatory hold on expansion in C-band continue to drag on.":1,"#And this is far from an isolated incident.":1,"#<span ljsid-0=\"\">1</span>. Unlicensed <span ljsid-2=\"\">6</span>Ghz Wi-Fi causes interference with <span ljsid-4=\"\">5</span>G operations.":1,"#The Benefits of Benchmarking Data: Learn How You Fare Against the Competition":1,"#www.samsung.com/us/support/samsung-care-plus":1,"#tienda Samsung Experience Store":1,"#Soporte <span ljsid-1=\"\">experto</span> <span ljsid-3=\"\">24/7</span>":1,"#Soluciones <span ljsid-1=\"\">2</span> GO Partners with iQmetrix to Offer Accessories via VMI and Dropship Services":1,"#iQmetrix takes great pride in our award-winning, people-first culture. Our success comes from the hundreds of incredible <span ljsid-1=\"\"></span><span ljsid-3=\"\">\"</span>iQers” who bring their talent, passion, and experience to their jobs every single day. Our organization fully embraces a self-management approach, guided by our cultural values, our commitment to giving back, and our desire to be happy and fulfilled while excelling at our work.":1,"#iQmetrix | The Top 5 Challenges for 5G Operators":1,"#In September, Ligado Networks announced that it was <a ljsid-1=\"\">putting plans to launch <span ljsid-1-1=\"\">5</span>G networks in parts of Virginia on hold</a> after the US government’s National Academics of Science, Engineering, and Medicine (NASEM) released a report that raised questions about whether Ligado’s planned network would interfere with GPS and other existing devices and networks. However, the validity of these concerns are currently being hotly contested.":1,"#This led ex-Google CEO Eric Schmidt to call for increased government investment in <span ljsid-1=\"\">5</span>G base stations in a <a ljsid-3=\"\">February op-ed in the <em ljsid-3-1=\"\">Wall Street Journal</em></a>. According to Schmidt, China has already built more than <span ljsid-5=\"\">1</span> billion base stations, compared with less than <span ljsid-7=\"\">100</span>,<span ljsid-9=\"\">000</span> in the U.S. — which is similar in size geographically but is <a ljsid-11=\"\"><span ljsid-11-0=\"\">4</span>.<span ljsid-11-2=\"\">5</span> times smaller</a> in terms of population.":1,"#<span ljsid-0=\"\">1</span>. COVID":1,"#If the rollout of <span ljsid-1=\"\">4</span>G went so smoothly, what’s the hang-up? It turns out that the logistical obstacles to the rollout of <span ljsid-3=\"\">5</span>G have been more numerous and complex.":1,"#% of wireless consumers. In contrast, at the equivalent stage of":1,"#The result? A see-saw of <span ljsid-1=\"\">5</span>G coverage where American wireless subscribers have much higher access to <span ljsid-3=\"\">5</span>G at very low speeds and Canadians have much higher download speeds with much lower coverage: <a ljsid-5=\"\">OpenSignal</a> reporting ranked the United States <span ljsid-7=\"\">30</span><sup ljsid-8=\"\">th</sup> in the world for download speed in Q<span ljsid-10=\"\">4</span> <span ljsid-12=\"\">2021</span>, compared with Canada in <span ljsid-14=\"\">4</span><sup ljsid-15=\"\">th</sup>.":1,"#G coverage has yet to break":1,"#Read the whitepaper":1,"#One big reason <span ljsid-1=\"\">5</span>G has higher penetration in Asian markets is because countries like China and South Korea already had a very dense grid of mobile sites. In North America, the grid is adequate for provision of <span ljsid-3=\"\">3</span>G and <span ljsid-5=\"\">4</span>G, but distances between sites are often too great for <span ljsid-7=\"\">5</span>G frequencies, which don’t travel as far because of shorter signal wavelengths.":1,"#In contrast, the United States was <a ljsid-1=\"\">first in the world for <span ljsid-1-1=\"\">5</span>G availability in late <span ljsid-1-3=\"\">2021</span></a>, at <span ljsid-3=\"\">49</span>.<span ljsid-5=\"\">2</span>%. However, because <span ljsid-7=\"\">5</span>G in the United States has been largely rolled out using Dynamic Signal Sharing (DSS), many current US <span ljsid-9=\"\">5</span>G users are limited to <span ljsid-11=\"\">4</span>G download speeds. Additionally, <span ljsid-13=\"\">5</span>G networks in some American cities are actually slower than <span ljsid-15=\"\">4</span>G networks — a far cry from the <span ljsid-17=\"\">20</span>x — <span ljsid-19=\"\">100</span>x speed increases that US consumers were initially promised.":1,"#In Canada, Bell has promised to <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>work towards offering <span ljsid-5=\"\">5</span>G+ coverage to approximately <span ljsid-7=\"\">40</span>% of the Canadian population by the end of <span ljsid-9=\"\">2022</span>.” And yet, in August of <span ljsid-11=\"\">2022</span>, <a ljsid-13=\"\">data from OpenSignal</a> showed that while Rogers was the leading wireless provider of <span ljsid-15=\"\">5</span>G in terms of availability, Rogers users spent only <span ljsid-17=\"\">13</span>.<span ljsid-19=\"\">3</span>% of their time on active <span ljsid-21=\"\">5</span>G networks. (Bell ranked second at <span ljsid-23=\"\">11</span>.<span ljsid-25=\"\">9</span>% and Telus third at <span ljsid-27=\"\">11</span>.<span ljsid-29=\"\">4</span>%.)":1,"#If the rollout of 4G went so smoothly, what’s the hang-up with 5G? It turns out that the logistical obstacles to the rollout of 5G have been more numerous…":1,"#more than <span ljsid-1=\"\">80</span>% of customers":1,"#G service. However, the expansion of":1,"#South Korea became the first country to offer":1,"#Carriers are optimistic about <span ljsid-1=\"\">5</span>G rollouts in the coming years. But with global markets in decline and supply chain disruptions set to continue into <span ljsid-3=\"\">2023</span>, it’s anyone’s guess how <span ljsid-5=\"\">5</span>G rollouts will go in the coming year.":1,"#<a ljsid-0=\"\">In a May FCC hearing</a>, U.S. military officials reported that Ligado’s <span ljsid-2=\"\">5</span>G network plans could interfere with Pentagon satellite signals. In response, a spokesperson for FCC Chairman Ajit Pai called the military’s concerns <span ljsid-4=\"\"></span><span ljsid-6=\"\">“</span>baseless fear mongering”. The Pentagon isn’t alone in its concerns, though. In late <span ljsid-8=\"\">2021</span>, the FAA put out two directives about concerns over interference with radar altimeter interference.":1,"#<span ljsid-0=\"\">2</span>. Mandated switch-out of Huawei equipment in North America and Europe":1,"#At the risk of stating the obvious, COVID-<span ljsid-1=\"\">19</span> was a huge obstacle to the timely deployment of <span ljsid-3=\"\">5</span>G that nobody could have foreseen, delaying rollouts of <span ljsid-5=\"\">5</span>G around the world.":1,"#G LTE. Three years in,":1,"#The Outlook for <span ljsid-1=\"\">2023</span>? Hazy":1,"#<span ljsid-0=\"\">6</span>. Concerns about interference with GPS and other network devices":1,"#<span ljsid-0=\"\">4</span>. Lower population density = fewer mobile sites":1,"#<span ljsid-0=\"\">5</span>. Building <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>cloud-native” <span ljsid-6=\"\">5</span>G systems":1,"#Due to the increasing size and complexity of networks, most operators want to make full use of technologies that make networks more efficient and allow for network automation. However, analysts say that so far <a ljsid-1=\"\">the transition is proving to be tough</a>.":1,"#<span ljsid-0=\"\">3</span>. Earliest <span ljsid-2=\"\">5</span>G boxes were big and heavy":1,"#The United States, Canada, and Europe, Australia, and New Zealand have all passed bans on the installation of Huawei equipment into <span ljsid-1=\"\">5</span>G networks. However, this required extra effort in some markets to remove and replace existing Huawei equipment.":1,"#Top Logistical Obstacles to <span ljsid-1=\"\">5</span>G Deployment in North America":1,"#<span ljsid-0=\"\">4</span>G network boxes were comparatively light and easy to install, often not requiring street closures or structural reinforcement. However, the first boxes bought by Vodafone for its <span ljsid-2=\"\">5</span>G deployment weighed <span ljsid-4=\"\">60</span> kilograms (<span ljsid-6=\"\">132</span> pounds)! This often required steel work and heavy equipment to install in a safe manner. <span ljsid-8=\"\">5</span>G equipment has slimmed down considerably since then; the units Vodafone now buys from Ericsson weigh less than <span ljsid-10=\"\">30</span>kg (<span ljsid-12=\"\">66</span> pounds) and can be installed more easily.":1,"#G service to":1,"#G rollout, British mobile carrier and internet provider EE was providing":1,"#, and in March":1,"#Three years into the rollout of <span ljsid-1=\"\">5</span>G, most people still don’t have access to high-speed <span ljsid-3=\"\">5</span>G service. Why?":1,"#clients. iQmetrix is a privately held software-as-a-service (SaaS) company with employees in Canada, the U.S., India, and Europe. For more information, please visit":1,"#Habib added, <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>At iQmetrix, we’re using AI to understand which customers to engage with, what products and services are important to them, what offers and discounts are required, what the right channel is, and what the optimal call to action is. All to create those special moments at every stage of the customer lifecycle.”":1,"#In future, we may see an explosion in smart AI kiosks or interactive displays, powered by natural language processing and machine learning, acting as digital concierges. Customers will be able to ask specific questions such as, <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>What’s the best phone for photography under $<span ljsid-5=\"\">800</span>?” and instantly receive curated suggestions based on real-time product specs, customer reviews, and inventory availability.":1,"#premier":1,"#Data Visualization":1,"#telecom retail professionals across almost":1,"#million activations, and are used by more than":1,"#iQmetrix | Why Has the 5G Rollout in North America Been So Slow?":1,"#Inventory Insights 4: Tackle Supply-Chain Challenges":1,"#Why Has the 5G Rollout in North America Been So Slow?":1,"#Learn more about wireless retail trends to stay ahead of in <span ljsid-1=\"\">2023</span> by reading our whitepaper The State of the Telecom Retail Industry: Trends for <span ljsid-3=\"\">2023</span> and Beyond":1,"#Satellite":1,"#The Top <span ljsid-1=\"\">5</span> Challenges for <span ljsid-3=\"\">5</span>G Operators":1,"#<span ljsid-1=\"\">5</span>G vs Satellite: Telecom’s Old Darling Battles its New Fling":1,"#users across some of the industry’s biggest brands":1,"#<strong ljsid-0=\"\">AI-powered sales and service tools</strong> that guide sales associates in real time with smart recommendations and next-best actions that boost confidence and conversion.":1,"#<strong ljsid-0=\"\">A unified customer view</strong> that gives staff a complete picture of each customer’s history, preferences, and activity to deliver personalized experiences.":1,"#However, AI-powered in-store assistance is helping to eliminate these friction points in several ways:":1,"#For a customer, walking into a cellphone store can sometimes feel overwhelming, with numerous models and complex plans to navigate. On the sales associate side, it can be almost impossible for them to remember all the options, promotions, rate plans, accessories, add-ons, and upselling opportunities they should be discussing with the customer — especially in a retail sector that sees a high turnover of staff that constantly need new training.":1,"#Artificial Intelligence (AI) is emerging as a game-changer in this sector, transforming the customer journey from the moment they consider a new device to long after their purchase.":1,"#Artificial Intelligence (AI) is emerging as a game-changer in the telecom retail sector, transforming the customer journey with personalized service and…":1,"#This is especially true for cellphone stores where customers expect a consultative approach, with informed service and personalized recommendations.":1,"#<strong ljsid-0=\"\">Keep on top of rapidly changing industry trends and how t</strong>echnology is responding to them by subscribing to The Overview monthly newsletter.":1,"#AI is fundamentally reshaping the wireless retail industry, in almost every aspect of retail operations. By embracing AI, wireless retailers can go beyond just selling devices — they can create tailored, frictionless experiences that keep customers coming back.":1,"#The power of AI… embedded in iQmetrix solutions":1,"#Furthermore, these kinds of AI-powered chatbots and virtual assistants are enhancing online and hybrid customer service and streamlining e-commerce operations in wireless retail. These tools provide real-time support and personalized recommendations without the need for human intervention, improving efficiency and convenience.":1,"#We can expect to see stores integrating these AI assistants with mobile apps or QR codes on display units, allowing customers to compare models side-by-side, see hands-on videos, or check compatibility with their current carrier plan. This empowers the customer to make confident choices independently.":1,"#The next phase of AI in wireless retail?":1,"#In today’s fast-paced digital world, delivering a seamless and engaging customer experience is no longer optional — it’s essential.":1,"#AI-powered workflows are another significant way this technology is revolutionizing the sales associate and customer experience. In addition to recommending devices, accessories, or add-ons, the AI assistant could remind the sales rep to carry out certain tasks as part of the transaction flow, such as those fraud-prevention steps and credit checks. This means that all the bases are covered without the store associate having to pull their attention away from giving the customer a great, engaged experience.":1,"#AI-powered sales workflows":1,"#<strong ljsid-0=\"\">Photo ID verification</strong>: Use computer vision to validate the authenticity of submitted identification documents.":1,"#<strong ljsid-0=\"\">Unusual purchase behavior</strong>: Detect multiple purchases by the same individual across locations in a short timeframe.":1,"#<strong ljsid-0=\"\">Payment pattern analysis</strong>: Identifying high-risk behaviors like excessive gift card usage, which may indicate fraud.":1,"#<strong ljsid-0=\"\">Address validation</strong>: Using AI to verify that the submitted address is legitimate and not an abandoned or invalid location.":1,"#<strong ljsid-0=\"\">Proximity verification</strong>: Calculating the distance between the applicant’s address and the store to flag suspicious discrepancies.":1,"#When it is time to activate the device with a carrier’s rate plan, AI can help the sales associate with many fraud-prevention practices that are often done manually at present, taking up valuable time in the customer’s journey and causing transaction friction points. These include:":1,"#Fraud-prevention tools":1,"#This personalization extends beyond the phone itself to compatible cases, insurance plans, screen protectors, data packages, and promotions. AI can suggest relevant add-ons, ensuring customers feel the recommendations are thoughtful and relevant, building trust and driving loyalty. This also helps in increasing basket size and conversion rates.":1,"#<strong ljsid-0=\"\">Value-conscious recommendations</strong>: If a customer is price-sensitive and tends to prefer mid-range devices, AI can proactively surface trade-in offers, current promotions, and high-value devices that balance performance with affordability.":1,"#<strong ljsid-0=\"\">Device and accessory suggestions: </strong>Customers have a wide range of needs and desires when it comes to buying smartphones and accessories, which AI can help narrow down. For example, if a customer profile suggests that they value phones with high-resolution cameras, AI can recommend some, plus appropriate accessories from durable cases to tripods. If the customer travels often, it could recommend phones with dual SIM support or global compatibility.":1,"#<strong ljsid-0=\"\">Plan optimization: </strong>Analyze the customer’s current plan, usage patterns, and market offerings to recommend the best-fit device and plan for their needs.":1,"#By analyzing a customer’s browsing behavior (both online and in-store), purchase history, and even current device usage patterns, AI can build a customer profile that goes beyond surface-level needs. Some examples where this would help are:":1,"#Personalization and recommendations":1,"#Cellphone shopping is rarely one-size-fits-all. Armed with the right technology that has AI assistant tools integrated, staff can access real-time insights about customer preferences or browsing history, enabling them to jump into the conversation already understanding the customer’s needs. This allows for more efficient and personalized recommendations.":1,"#Today’s reality: the point-of-sale AI assistant":1,"#Let’s dig further into how AI is transforming these areas.":1,"#<strong ljsid-0=\"\">Seamless self-serve options</strong> that empower customers to explore, compare, and take action on their own, both in-store and online.":1,"#iQmetrix | Solutions 2 GO Partners with iQmetrix to Offer Accessories…":1,"#CES 2023 Trends: The US’s $65BN “One Big Shot” to Bridge Digital Divide":1,"#For":1,"#million invoices and more than":1,"#G and then to":1,"#G mobile towers went online in":1,"#G service has been slow, especially compared with previous transitions from":1,"#The first":1,"#G to":1,"#Inventory Insights <span ljsid-1=\"\">4</span>: Tackle Supply-Chain Challenges":1,"#Keep Customers Engaged During the Holiday Rush and Beyond":1,"#Long-term (<span ljsid-1=\"\">2025</span> & Beyond)":1,"#Be a strong national company investing in Canada":1,"#Be the first choice for Canadians":1,"#Deliver easy to use, reliable products and services":1,"#Build the biggest and best networks in the country":1,"#Support Services":1,"#iQmetrix | AXS by Axessorize":1,"#Foldable Smartphone Sales Will Grow in <span ljsid-1=\"\">2023</span>, But Don’t Get Lost In The Hype":1,"#<span ljsid-0=\"\">3</span>. Microsoft Edge WebView<span ljsid-2=\"\">2</span> Runtime is required to run RQ <span ljsid-4=\"\">6</span>.<span ljsid-6=\"\">73</span> and newer. In most cases, this is automatically installed Windows <span ljsid-8=\"\">10</span>+ workstations by Windows Update, but can be manually downloaded <a ljsid-10=\"\">here</a>.":1,"#Canadian Tier <span ljsid-1=\"\">1</span> Carrier Business Priorities":1,"#Here we summarize some of the key highlights from all three reports.":1,"#Following the release of the <a ljsid-1=\"\">US Tier <span ljsid-1-1=\"\">1</span> carrier quarterly reports</a>, the Canadian Tier <span ljsid-3=\"\">1</span> carriers have now also issued their Q<span ljsid-5=\"\">4</span> <span ljsid-7=\"\">2024</span> reports.":1,"#Canadian Tier 1 Carrier Report Highlights: Increased Competition…":1,"#mobile ARPU Canadian carriers":1,"#Sales associates need user-friendly, easy-to-train-on technology that enhances the in-store experience and improves efficiency.":1,"#Faster activations and a frictionless sales experience are key to keeping customers engaged.":1,"#Enhancing Customer Experience to Improve Retention":1,"#Retailers need to leverage trade-in programs, accessory bundling and device lifecycle management to offset declining smartphone sales and increase attachment rates.":1,"#TELUS highlighted increased BYOD adoption, meaning fewer subsidized sales and lower upgrade rates.":1,"#Addressing BYOD Growth and Longer Upgrade Cycles":1,"#Carriers must focus on seamless activations, bundling, and upselling IoT products. Retailers need omnichannel solutions to improve the customer journey and capture incremental revenue.":1,"#Despite declining mobile phone net adds, connected device growth remains strong and is connected to continue in <span ljsid-1=\"\">2025</span>.":1,"#Capitalizing on Growth in Connected Devices & IoT":1,"#Intense competition is driving higher churn rates for Bell and TELUS, while Rogers has seen slight improvement. Promotional intensity will likely remain high, requiring real-time analytics and dynamic pricing tools to ensure promotional strategies remain profitable without eroding margins.":1,"#Maximizing Promotional ROI and Adjusting to Increased Competition":1,"#Increasing Revenue and Reducing Costs":1,"#The Canadian carriers’ subscriber results and business priorities indicate a focus on:":1,"#Although net additions for mobile phones declined, carriers are optimistic about strong growth in other segments such as Wireline and IoT. IoT subscribers are expected to continue into <span ljsid-1=\"\">2025</span>. While IoT has a lower ARPU compared to mobile phone services, IoT products and services are often added to existing accounts or drive additional sales, making it a promising option for increasing revenue and profits.":1,"#Mobile phone net adds were down year-over-year across the board, driven by higher mobile phone churn.":1,"#TELUS also stated they’re seeing an increase in the adoption of BYOD plans.":1,"#Both TELUS and Bell also reported increases in YoY churn, attributing their rise in customer losses to an increase in customers switching to different carriers in response to more intense marketing and promotional price competition.":1,"#Rogers’ churn also reduced slightly YoY, coming in <span ljsid-1=\"\">1</span>.<span ljsid-3=\"\">53</span>% in Q<span ljsid-5=\"\">4</span> <span ljsid-7=\"\">2024</span> versus <span ljsid-9=\"\">1</span>.<span ljsid-11=\"\">67</span>% in Q<span ljsid-13=\"\">4</span> <span ljsid-15=\"\">2023</span>.":1,"#Meanwhile, Rogers’ Mobile Phone-Only ARPU remained stable with a <span ljsid-1=\"\">0</span>.<span ljsid-3=\"\">03</span>% increase YoY.":1,"#Q<span ljsid-1=\"\">4</span> <span ljsid-3=\"\">2024</span> saw Bell’s lowest Mobile Phone-Only ARPU in at least three years at $<span ljsid-5=\"\">57</span>.<span ljsid-7=\"\">15</span> (a <span ljsid-9=\"\">2</span>.<span ljsid-11=\"\">7</span>% decrease YoY), while TELUS had a Mobile Phone-Only ARPU of $<span ljsid-13=\"\">58</span>.<span ljsid-15=\"\">05</span> (down <span ljsid-17=\"\">0</span>.<span ljsid-19=\"\">8</span>% YoY).":1,"#Partially due to the heightened competitive environment, it’s no surprise we saw both Bell and TELUS report year-over-year decreases in Mobile Phone-Only ARPU (average revenue per user).":1,"#Bell, Rogers, and TELUS all pointed to the challenges of an increasingly competitive Canadian market. They anticipate continued market intensity in <span ljsid-1=\"\">2025</span>, with wireless growth further constrained by slowing immigration and population growth. However, TELUS also predicts Canada’s mobile phone penetration rate will continue to increase, as customers adopt additional mobile devices and services.":1,"#Scaling our innovative digital capabilities in TELUS Digital, TELUS Health and TELUS Agriculture & Consumer Goods to build assets of consequence":1,"#Leveraging TELUS’ world-leading technology to drive superior growth across mobile, home and business services":1,"#Elevating our customers, communities, and social purpose by honoring our brand promise, Let’s make the future friendly™":1,"#Short-term (<span ljsid-1=\"\">2025</span>)":1,"#Building a global brand and exemplifying a customers first culture, by investing in people, that are empowered through innovation, teamwork, and social purpose":1,"#Focusing relentlessly on the growth markets of data and GenAI with the national expansion of broadband, complemented by international growth for TELUS Health, TELUS Agriculture & Consumer Goods and TELUS Digital":1,"#Partnering, acquiring, and divesting to accelerate the implementation of our strategy and focus our resources on core business":1,"#Providing integrated solutions that differentiate TELUS from our competitors":1,"#Building global capabilities across data technologies and software-based services":1,"#Build a Digital Media & Content Powerhouse":1,"#Business Technology Services Leadership":1,"#Offer the Best Networks & Services":1,"#Putting the Customer First":1,"#Be the growth leader in our industry":1,"#Four Best Practices for POS Integration":1,"#Why Has the <span ljsid-1=\"\">5</span>G Rollout in North America Been So Slow?":1,"#Data Analytics":1,"#Windows <span ljsid-1=\"\">10</span> version <span ljsid-3=\"\">1803</span>+":1,"#mismo":1,"#experto":1,"#Want to stay on top of industry news and trends? Subscribe to monthly The Overview newsletter.":1,"#What Does All This Mean?":1,"#Q<span ljsid-1=\"\">4</span> <span ljsid-3=\"\">2024</span> Subscriber Metric Key Takeaways":1,"#iQmetrix | How AI is Transforming the Customer Experience in Wireless…":1,"#iQmetrix | Canadian Tier 1 Carrier Report Highlights: Increased…":1,"#Years of Evolution":1,"#In looking at other types of apps, however, an interesting picture emerges when looking at <a ljsid-1=\"\">which age groups uses them the most</a>. Education, social, and media apps were most-used by Gen Z. Apps most-used by Millennials were largely interest-specific, including health and fitness, food & drink, and lifestyle. Whereas the apps most-used by Gen X and Boomers — weather, news, and medical apps — reflect a more utilitarian approach. Even in app types that are used by everyone, such as banking apps and dating apps, generational differences are reflected in which apps people use, with Gen Z largely making different choices than their older counterparts.":1,"#iQmetrix | US Tier 1 Carrier Report Highlights: Wireless Customers…":1,"#más del <span ljsid-1=\"\">81</span> % de las personas menores de <span ljsid-3=\"\">50 años</span>":1,"#‘":1,"#CES <span ljsid-1=\"\">2023</span> Trends: The US’s $<span ljsid-3=\"\">65</span>BN <span ljsid-5=\"\"></span><span ljsid-7=\"\">“</span>One Big Shot” to Bridge Digital Divide":1,"#US Tier 1 Carrier Report Highlights: Wireless Customers Still Hanging on to Devices":1,"#Benefits":1,"#Wireline":1,"#Going Mobile":1},"version":4320}]