For the first time ever, it’s been recorded that the number of calls to mobile phones has dropped. For our sector, this is quite some milestone bringing with it the realisation (for anyone who needs convincing) that for an industry that needs to be in contact with its customers, we need all the channels available and investment in digital has to be at the top of the agenda. There still remains some tension and challenges delivering digital with DPA, and wider data security requirements and expectations shouldn’t be overlooked, but nor should they be blockers, customers want to talk - just digitally! So we need to make that happen.
Over the last decade, people's lives have been transformed by the rise of the smartphone, together with better access to the internet and new services," said Ofcom's director of market intelligence Ian Macrae.
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