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RAPPORT

How can you adapt to your customers’ changing digital needs?

Decoding the digital home Netherlands

Diversity in the digital household Households are enjoying unprecedented levels of connectivity, transforming their social and home lives as well as their viewing and working habits. This is driving major changes in what they consume and how they do so. But doubts also exist as many seek digital downtime, stick with the familiar and worry about trust and privacy.

In this increasingly complex world, one thing is clear: today’s consumer will not be satisfied by a one-size-fits-all service. EY’s consumer research details these changes in consumer sentiment, providing a platform for service providers to create better customer experiences.

Three key considerations

1. Connected home is where the heart is — consumers continue to warm to new products, services and experiences.

2. Doubts at the door — some consumers are experiencing digital fatigue, legacy behaviors remain relevant to many and privacy and security concerns are on the rise.

3. Adapting to nuanced needs and attitudes is the key to success — service providers that cater for the growing diversity of digital home needs will thrive in the long-term. Harnessing the power of the familiar with the attraction of the new is essential.


Research methodology Decoding the digital home is based on EY’s latest research into household attitudes to connectivity and content. It draws on insights generated through an online survey of 2,500 Dutch consumers conducted in January 2018.
Additional analysis and insight have been provided by EY’s team of technology, media and telecommunications professionals.

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