Closing the Confidence Gap: The Hidden Friction Slowing Mobile Growth

The mobile ecosystem has never been more capable, yet growth is slowing. The constraint is no longer technology: it's confidence.

Across the device lifecycle, fragmentation has introduced hidden friction. Purchase decisions feel complicated. Protection uptake remains low despite rising threats. At trade-in, uncertainty around data handling stops action entirely.

This creates the Confidence Gap: the behavioural disconnect between consumer intent and action, driven by fragmented services.

New SquareTrade research across 21 countries reveals the opportunity: 70% of consumers would purchase more often if they felt confident in the value they're getting. When the lifecycle works as one, consumer confidence returns and behaviour changes.

Join senior leaders from across the ecosystem for a direct discussion on how closing the Confidence Gap can unlock the next era of mobile growth.

Aditya Hindocha, Vice President of Partnerships at SquareTrade, an Allstate Company

Aditya oversees European partnerships across Account Management, Marketing, Retail Operations, and Product Innovation. With a strong track record of driving growth and navigating complex regulatory and commercial environments, Aditya works with carriers, retailers, financial institutions, and OEMs across Europe to integrate device protection and lifecycle services.​

Henny Steiniger, Vice President Services & Solutions, Customer Experience & Care at MediaMarktSaturn

Henny has more than 20 years of experience in customer experience leadership roles.

For the past 10 years at MediaMarkt, she has focused on customer strategy and customer intelligence. Henny follows a human-centered and execution-driven approach. She has transformed large omnichannel organizations using data and AI, strong customer centricity, and joyful leadership.

She has deep expertise in retail customer experience, especially in understanding how fragmentation across the device lifecycle influences buying decisions and long-term customer relationships.

Richard Shotton, Leading Author & Behavioural Scientist

A behavioral science author and the writer of The Choice Factory,The Illusion of Choice and Hacking the Human Mind. Richardspecialises in applying behavioural science to marketing, working withorganisations to identify where psychological barriers prevent actionand how to remove them.​

As an expert in choice overload, loss aversion, and inertia, Richardwill explain why people hesitate, delay decisions, or fail to act incomplex systems, even when value is clear. How small frictionsquietly change behavior and translate behavioral insight intocommercial outcomes. 

Tim Hatt, GSMA, Moderator

The Head of Research and Consulting atGSMA Intelligence, where he oversees globalresearch programs and strategic consulting acrosstelecoms, technology, and media. With over adecade at GSMA Intelligence, Tim brings deepexpertise in market trends, consumer behavior, anddisruptive business models.