skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


Advances in the smart home, virtual reality, and artificially intelligent assistants will be part of a step-change in consumer technologies that will enhance, automate, and generally "augment" people's lives in an ever-growing number of ways.


  • This report is intended to help consumer service providers, content providers, and technology vendors harness the forces that will start to shape this new world of the Augmented Customer in 2017 and beyond.

Features and Benefits

  • Analyzes why the rise of the "Augmented Customers" will pose huge opportunities and challenges for an array of service providers, enterprises, and technology vendors.
  • Identify which emerging digital, social, and mobile technologies and services will shape the Augmented Customer's world.

Key questions answered

  • Which five trends will drive the rise of the Augmented Customer?
  • Which nine technologies will have the most influence in changing consumer expectations?
  • How can service providers, content providers, and vendors prepare for this shift?

Table of contents


  • In brief
  • Ovum view
  • Key messages
  • Recommendations

The "magic" is back in consumer tech

  • Digital services will become more immersive, personal, and human

Big questions will need big answers

  • AI will play a central, transformational role

The home: The crucible of digital innovation

  • The most valuable consumer commodities: Time and space
  • The single most important and influential smart home device

With growing power comes growing responsibility

  • The rise and rise of super-sized service platforms
  • Abuse, editorial, AI, and accountability
  • Protecting customers is a business model


  • Methodology
  • Further reading
  • Author

Recommended Articles

  • Consumer & Entertainment Services

    Social Media Tracker: 2H19

    By Smita Sharma 17 Feb 2020

    The tracker summarizes recent announcements by social media companies. Announcements can be filtered by announcement type, region, country, company name, and service type. The tracker also provides detailed KPIs and projections for key social media players, covering metrics including users, traffic, and revenues.

  • Service Provider Markets, Consumer & Entertainment Services

    France: Mobile, Broadband, TV, and OTT Video Forecasts: 2019–24

    By Diana Gorelik 17 Feb 2020

    The France: Mobile, Broadband, TV, and OTT Video Forecasts: 2019–24 provides subscription and revenue forecasts for major French telecoms and media markets covering mobile, fixed broadband, fixed voice, pay TV, TV advertising, and OTT video.

  • Enterprise Technology IT, Enterprise Decision Maker

    Cutting IT costs in the digital era is an opportunity, and a threat

    By Terry White 17 Feb 2020

    Over the last ten years, IT has become more central to business operations, and many IT departments have enjoyed a role-change in their organization, often playing a strategic part in the development of new products and services.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316

Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now