MWC19 As MWC19 begins in Barcelona this week, mobile operators are eager to showcase their latest products—whether hardware or the ongoing push toward 5G. The annual Fira Gran Via gathering is broad in scope, and alongside product launches you’ll find a range of research studies offering practical guidance for operators.
Recent research from Mobileum provides a useful example. Compiled by Mobileum’s security division and drawing on three separate analyses, the research highlights trust as a critical asset for mobile operators. If trust is undermined, both current and future mobile services could be jeopardized.
The first study, conducted by CCS Insight, found a surprising lack of coherent strategies among operators for positioning network and smartphone security features. Based on conversations with senior executives at operators across three continents, the report concluded that subscribers would pay a premium for “peace of mind,” and that operators generally maintain a long-term view on security.
Customer awareness and concern about security have grown sharply. Verizon reports that 71% of its customers are now concerned or very concerned about cybersecurity—up substantially from roughly one-third five years ago.
Despite this heightened awareness and a favorable long-term outlook among operators, there is no consensus on how security should be leveraged as a competitive differentiator. This uncertainty is where trust becomes most visible. For example, if operators rebrand to emphasize security, might that imply they previously neglected it? CCS Insight cited Telia as vocal in the debate; the Sweden-based operator has considered shifting its messaging from “the most loved” to “the most loved and trusted,” but is weighing the best approach.
HardenStance recommends that telecom security teams look for opportunities arising from increased government engagement in cybersecurity and telco security. Public authorities will naturally consider the telecom sector a front line in protecting citizens, so taking a proactive stance now is prudent.
The report highlights several ways informal collaboration between governments and operators has already evolved. In France, the national cybersecurity agency ANSSI can overrule and reject a French operator’s choice of networking equipment for lawful interception. In New Zealand, new legislation requires operators to obtain government approval before making “significant” changes to their networks. These examples illustrate how regulation and oversight are shaping operator responsibilities.
The third study, from MobileSquared, identifies a disconnect over who is responsible for security. There is an element of shared responsibility—similar to cloud infrastructure—but consumers’ expectations are mixed. While 55% of consumers believe the operator should protect mobile users, 65% also say they themselves are responsible. Awareness is clearly rising: 52% of consumers and 58% of enterprises said they would at least consider leaving their mobile provider after a security breach, compared with 25% in 2017.
Much of this dynamic is circular: more security incidents increase user concern, and rising concern pressures operators to strengthen their defenses to regain trust. Yet operators face nuance when deciding how to communicate and act.
“When we analysed the results, it soon became clear that regulators are beginning to take action; and that users—consumers and businesses alike—want to hear about and see action,” said Stephen Buck, SVP Security at Mobileum. “But security remains a topic operators are usually reluctant to raise—despite an underlying belief that it could protect revenues and reduce churn in the long run.”
“It’s not easy to talk about security without raising questions about what was happening before,” Buck added.
Complementing these findings, a note from Neural Technologies stresses the need for operators to react to the broad demands of digital transformation. As customers request more data-intensive services, operator IT networks grow increasingly complex. Neural recommends digital platform integration to simplify operations and improve service delivery. While the vendor suggests its own Optimus product as a solution, the broader point is widely relevant.
“Information is often stored across different locations across the network, making it difficult for operators to deliver the fast-paced, high-quality services their customers expect,” said Claus Neilsen, Neural Technologies global VP of marketing. “A consolidated neutral interface that integrates different touchpoint channels and orchestrates orders can consistently enhance customer experience and accelerate order completion rates.”
For more information on the three Mobileum research studies, contact [email protected].
Interested in hearing industry leaders discuss subjects like this? Attend co-located events such as the IoT Tech Expo, Blockchain Expo, AI & Big Data Expo, and Cyber Security & Cloud Expo World Series, which take place in locations including Silicon Valley, London, and Amsterdam.