I was abroad this week when Brazilian court has ordered mobile operators in the country to block WhatsApp for 72 hours due to a dispute over access to encrypted data (the decision was reversed and service restored a day later). WhatsApp refused to turn over chat records related to a drug investigation to the courts, claiming these records are not accessible following the newly implemented end-to-end encryption capabilities.
CSPs are under constant pressure to be proactive all the time, since they need to stay ahead of the competition and are facing challenges on a daily base. But first and foremost, they need to keep their subscribers happy - not an easy task!
Subscribers want to be always connected using a wide range of applications on their phones. But when they get a slow connection or their phone battery is quickly drained – who do they call? They call their operator to complain and expect it to be fixed also when the problems are caused by the applications themselves which the operator has no control over.