Contents Abstract 1 People’s use of mobile continues to expand and evolve 2 The digital challenge for telecom operators 4 The role of digital in customer-led transformation 5 Key learnings 7 Authors and Contacts 8 Endnotes 9 This report is written by Deloitte MCS Limited (‘Deloitte’) in collaboration with Facebook Inc. and Rogers Communications Inc. It utilizes Deloitte survey data and anonymized Facebook users’ and Rogers’ customer data. The content of this report is not intended to be relied upon and should not be interpreted as specific advice.