Telefonaktiebolaget LM Ericsson Class A — Ericsson — Investor Presentation (May 2016)

13 slides from Telefonaktiebolaget LM Ericsson Class A's investor presentation, May 10, 2016

Slide 1: The one-click ideal
The one-click ideal Challenging expectations for operators on the digital customer journey
Slide 2: Key findings summary
Key findings summary 2016-05-10 | Page 6
Slide 3: Methodology
methodology 2016-05-10 | Page 7
Slide 4: Added complexity
Added complexity 2016-05-10 | Page 8
Slide 5: The illusion of satisfaction
The illusion of satisfaction Cell phone companies do not I usually handle my data plan by measure up against other phone, but the self-service operation industries. The problem isn’t that is complicated to use. The line is always busy or the timing inconvenient. [digital channels] are unavailable; O
Slide 6: Operators lag behind leading brands
Operators lag behind leading brands 2016-05-10 | Page 10
Slide 7: Creating digital brand value
Creating digital brand value 2016-05-10 | Page 11
Slide 8: Top drivers brand satisfaction
Top drivers brand satisfaction 2016-05-10 | Page 12
Slide 9: The one-click challenge
The one-click challenge Services should be timely, concise, friendly, kind and tailored to individual needs.” A US consumer describes an ideal customer service 2016-05-10 | Page 13
Slide 10: Customer service at its best
Customer service at its best 2016-05-10 | Page 14
Slide 11: Proactivity
proactivity 2016-05-10 | Page 15
Slide 12: The consumer journey as a brand builder
The consumer journey as a brand builder 2016-05-10 | Page 16
Slide 13: Ericsson
ERICSSON