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ConsumerLab – the voice of the consumer

Ericsson ConsumerLab has more than 20 years' experience of studying people's behaviors and values, including the way they act and think about ICT products and services. Ericsson ConsumerLab provides unique insights on market and consumer trends.

ConsumerLab reports

10 Hot Consumer Trends - 2019

Exploring the future from an early adopter perspective, Ericsson ConsumerLab presents the eight edition of its annual trend report 10 Hot Consumer Trends 2019. The report reveals the opportunities and challenges of everyday life within an increasingly automated society. Will we still feel human?

#OMG Social media is here to stay

This report aims to uncover consumers' attitudes towards social media and how social media usage will continue to evolve. Even though recent privacy-related scandals have fueled negativity and criticism, data indicates social media services have far from peaked. Social media services are witnessing an increase in users, and in the average amount of time those users spend on it. The insights presented in the report are representative of 100 million advanced smartphone users in the US and UK.

The zero-touch customer experience

Consumers are exhausted. On average, it takes smartphone users four days and two attempts to successfully complete an interaction with a mobile operator.
So who is giving consumers the better digital experience today? How could that change? And what must operators do to win the battle for the consumer tomorrow?
These are just some of the questions addressed in this report, which represents the opinions of 700 million consumers and uncovers the future of consumer interactions with mobile operators.

Infographs

Infographic - 10 Hot Consumer Trends 2019

Exploring the future from an early adopter perspective, Ericsson ConsumerLab presents the eight edition of its annual trend report 10 Hot Consumer Trends 2019. The report reveals the opportunities and challenges of everyday life within an increasingly automated society. Will we still feel human?

Infographic - Towards a 5G consumer future

This report uncovers six calls to action from consumers which operators must act on, to drive consumer satisfaction and monetize mobile broadband for a 5G future.

Infographic - 10 hot consumer trends 2018

The 10 Hot Consumer trends 2018 report points to a paradigm shift as consumers expect digital technology to increasingly operate on human terms. Body language, facial expression and intonation will augment voice and touch to control consumer interaction with tech devices, easing adaption in an ever-increasing pace of technological change.

Videos

10 HCT 2019 - Main video

Exploring the future from an early adopter perspective, Ericsson ConsumerLab presents the eight edition of its annual trend report 10 Hot Consumer Trends 2019. The report reveals the opportunities and challenges of everyday life within an increasingly automated society. Will we still feel human?

Consumer hot spot - the Zero Touch experience

Data is the new gold in the age of digitalization, and players in all industries hope to create value from insights on data from a consumer dimension. Listen in on the discussion between Patrik Hofbauer, CEO Telenor Sweden and Dr Pernilla Jonsson, Head of Consumer and IndustryLab.

The zero-touch customer experience

This report uncovers why consumers want a more personalized relationship with their service provider.
Consumers feel exhausted by interactions with telecom service providers and want a zero-touch customer experience. The report represents the opinions of 700 million consumers and uncovers the future of consumer interactions with mobile operators.

Podcasts

Episode #14 - #OMG Social media is here to stay

Listen to Consumer Lab's André Gualda and Karina Shyrokykh talk more about the report's key finding in the latest episode of the Ericsson News Podcast.

Episode # 13 - 10 hot consumer trends 2018

Head of ConsumerLab Pernilla Jonsson and Head of Research ConsumerLab Michael Björn discuss the 10 Hot Consumer trends and the insights and implications from an early adopter user perspective on ICT Technology.

Episode #12 - TV and Media 2017

ConsumerLab's Senior Advisors Anders Erlandsson and André Gualda discuss insights and implications as consumers TV and Media habits are shifting towards on-demand and mobile.