While digitization in most spheres seems to have positive influence, some unique challenges are emerging as well. Phones are being used all the time leading to overuse which further affects its efficiency. Customer expectations have thus risen where after sales service has become a critical component for mobile phone companies. Market research conducted by Ovum clearly points out that two-thirds of respondents faced some servicing related problems in the last one year. Phone companies are today being judged not by the features on the phone but by the customer experience. Moving to a new phone also requires the complete transfer of data including pictures and contacts away from the older one. This needs to take place seamlessly without any security gap. The gap between consumers and operators is getting bridged through use of technology.

Source: http://www.itproportal.com/2016/04/11/how-digital-transformation-shifting-customer-expectations/