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In 2024, Taiwan Mobile advanced its Telco+Tech transformation by launching innovative, user-centric services such as Anti-Fraud Police, OP Pay Later, and OP Insurance. These offerings effectively addressed emerging needs in cybersecurity, payments, and microinsurance, with Anti-Fraud Police users nearly quadrupling year-over-year, and overall online user and revenue performance demonstrating steady growth.
In line with the Group’s resource integration strategy, we migrated MyMusic users to KKCompany’s KKBOX platform and merged the myfone Online Store and myfone Shopping into “myfone online,” strengthening product positioning and user experience. Despite a temporary decline in online traffic due to user migration and deduplicated analytics, these efforts reinforced digital operational efficiency and long-term market competitiveness.
Following the successful merger with Taiwan Star (TST), our mobile user base exceeded 10 million, driving substantial growth across most online services. Direct Carrier Billing (DCB), the TWM App, and our AI assistant “Xiao Mai” all recorded double-digit growth, demonstrating the initial conversion of integration synergies into tangible digital outcomes.
As newly onboarded TST users were still adapting to our digital ecosystem, both online user ratio and revenue ratio temporarily decreased due to an expanded user base. We are addressing this through personalized onboarding and service optimization, aiming to accelerate the digital transition of former TST users and further unlock integration benefits.
Looking ahead, we will continue to expand high-value, high-engagement digital services across diverse touchpoints. By embedding AI applications—such as voice assistants, personalized recommendations, and fraud prevention—into our platforms, we aim to further elevate user experience and operational efficiency as we advance our Telco+Tech transformation journey.
| Content | 2021 | 2022 | 2023 | 2024 | 2024 Target |
|---|---|---|---|---|---|
| % of total customers using online services solutions/sales platform | 65 | 72 | 72 | 68 | 68 |
| Content | 2021 | 2022 | 2023 | 2024 | 2024 Target |
|---|---|---|---|---|---|
| % of revenues generated online | 42 | 43 | 42 | 38 | 38 |
