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Things haven’t exactly been smooth sailing for Huawei in recent years. The company’s rapid trajectory has been disrupted by on-going battles with the U.S. government that have, among other things, blocked its access to Google apps and services. But a new report from Canalys paints a reasonably rosy picture as the hardware giant overtook Samsung to snag the top spot in global smartphone shipments for the second quarter of 2020.
The news is a milestone for a number of reasons, not the least of which is the fact that this is first time in nine years that neither Apple nor Samsung has been at the top of Canalys’ charts. Huawei’s figures were almost exclusively boosted by sales in its native China, which currently comprises more than 70% of its total figure.
Image Credits: Canalys
It’s important to note here, however, the fact that the company took the top spot by essentially shrinking at a less rapid rate than Samsung. Huawei’s overall figures are down 5% year-over-year. But that figure pales in comparison to Samsung’s 30% drop. The two Goliaths are currently at 55.8 million and 53.7 million, respectively.
Things were bad for the smartphone industry prior to COVID-19, but the pandemic certainly hasn’t helped overall, as people are less inclined toward shelling out hundreds to north of $1,000 for inessential upgrades. And, indeed, Huawei’s numbers dropped by 27% outside of China, but the overall slide was dampened by an 8% growth in China. Samsung, meanwhile, currently controls less than 1% of the Chinese market.
As for what this all means for the future, it seems that it may be difficult for Huawei to maintain its top spot. “Its major channel partners in key regions, such as Europe, are increasingly wary of ranging Huawei devices, taking on fewer models, and bringing in new brands to reduce risk” Canalys’ Mo Jia said of the report. “Strength in China alone will not be enough to sustain Huawei at the top once the global economy starts to recover.”
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Samsung has been portioning out morsels of news in recent weeks in an attempt to prime the pump ahead of its big Unpacked event. On Monday, the company announced plans to unveiled five new “power devices” (including the new Galaxy Note) at the event. As of this morning, however, it seems the Galaxy Z Flip 5G won’t be among the mystery devices, as the company has officially made the device official today.
The device is set to arrive August 7, priced at $1,450. Not cheap, by any stretch of the imagination, but still only $170 more than the asking price of the original Galaxy Z Flip (and roughly $500 cheaper than the original Galaxy Fold. The Flip was, of course, much more positively received than the Fold, which seemed to run into one problem after another. In fact, the consensus around the device is that Samsung could have saved itself a considerable headache if it had made the Flip its first foldable.
Notably, the new version of the device is the first Samsung product announced to support Qualcomm’s newer chip after the Snapdragon 865 Plus 5G chip. There are also two new colors: Mystic Gray and Mystic Bronze. Most of the other bits and bops mentioned in the press release seem to line up with the original Flip, which launched 10 million-billion years ago, in February 2020.
The device is one of two foldables expected from the company, the other being the Galaxy Fold 2, which is expected to carry a similarly lofty price tag as its predecessor.
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August 5 is Samsung’s turn to enter the uncanny valley of live virtual product launches. As the company prepares to take the stage in its native South Korea to launch the Galaxy Note S20. The company’s new smartphone chief TM Roh addressed in a new blog post what a strange time it is to be setting up for a massive product launch, noting, “As leaders of the tech industry, we have a special responsibility – and now a true sense of urgency – to help society continue to move forward. So many people are counting on us to give them new ways to communicate, new ways to work, and new ways to connect.”
Roh’s tenure in the company’s top mobile spot has been defined by the presence of COVID-19, having started the position back in January. It’s understandable that such an address is peppered by references to the pandemic. Next month, Samsung will have the opportunity to define its own virtual presence, following in the footsteps of Microsoft and Apple, who pulled of their respective developer events with varying success.
Samsung is apparently going big for its moment in the spotlight. The executive is promising the launch of five new “power” devices.
“These devices deliver on our vision to be the innovator of new mobile experiences that flow seamlessly and continuously wherever we go,” Roh writes. “They combine power with seamless functionality, whether you’re at work or play, at home or away. In the Next Normal, you will be empowered to live life to the fullest with these devices in your hand (and in your ears, and on your wrist).”
That last parenthetical offers some insight into what we’ll be seeing besides the expected phablet launch, likely pointing to new versions of the Galaxy Buds and a new entry into Samsung’s Galaxy Watch line. For the former, at least, I’m hoping for a new premium tier designed to compete directly with Apple’s AirPods Pro and Sony’s fine fully wireless buds. Another smart guess is the Galaxy Z Fold 2. Roh makes multiple references to foldables in the message, along with 5G, which likely points to more insight into what’s coming August 5.
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The UK government has confirmed a widely expected U-turn related to “high risk” 5G vendors linked to the Chinese state — attributing the policy shift to the US recently imposing tighter sanctions on Huawei’s access to its technologies.
UK digital minister Oliver Dowden told parliament the new policy will bar telcos from buying 5G kit from Huawei and ZTE to install in new network builds from the end of this year. While any of their kit that’s already been installed in UK 5G networks must be removed by 2027.
Although legislation to enable the enforcement of the policy has still to be laid before parliament and could face challenges from MPs who want to seek a more rapid removal of Huawei kit.
Yesterday telco BT warned against any overly rapid rip-out of existing Huawei kit, suggesting it could cause mobile network outages, generate security risks and further delay upgrades to the country’s fiber broadband network which the government included in its manifesto. BT CEO Philip Jansen had suggested an ideal timeframe of seven years to remove existing Huawei 5G kit so the government appears to have served up its best case scenario, while still piling additional cost on next-gen network builds.
Dowden conceded that the new policy will also delay the rollout of UK 5G networks but claimed the government is prioritizing security over economic considerations.
“Clearly since January the situation has changed. On the 15th of May the US Department of Commerce announced that new sanctions had been imposed against Huawei through changes to the foreign direct product rules. This was a significant material change and one that we have to take into consideration,” he told parliament.
“These sanctions are not the first attempt by the US to restrict Huawei’s ability to supply equipment to 5G networks. They are, however, the first to have potentially severe impacts on Huawei’s ability to supply new equipment in the United Kingdom. The new US measures restrict Huawei’s abilities to produce important products using US technology or software.”
Dowden said the National Cyber Security Center had reviewed the new US sanctions and “significantly” changed their security assessment as a result — saying the government would publish a summary of the advice that had led to the policy U-turn when challenged on the U-turn by the shadow digital minister.
“Given the uncertainty this creates around Huawei’s supply chain the UK can no longer be confident it will be able to guarantee the security of future Huawei 5G equipment affected by the change in US foreign direct product rules,” Dowden added.
A Telecoms Security Bill had been slated to be introduced before the summer recess but will now be delayed until autumn given the policy swerve.
In terms of costs and time associated with restricting and then ripping out Huawei kit from UK 5G networks, Dowden suggested it would add between two to three years more to 5G rollouts — and cost up to £2BN.
“We have not taken this decision lightly and I must be frank about the consequences for every constituency in this country,” he said. “This will delay our roll out of 5G. Our decisions in January had already set back that rollout by a year and cost up to a billion pounds. Today’s decision to ban the procurement of new Huawei 5G equipment from the end of this year will delay the rollout by a further year and will add up to half a billion pounds to costs.”
The additional set of requiring operators to rip out existing Huawei 5G kit by 2027 will entail “hundreds of millions of pounds” more to their costs.
“This will have real consequences for the connections on which all our connections relay,” he further cautioned, warning against that going any “faster and further” than the 2027 target — saying to do so would add “considerable and unnecessary” additional costs and delays.
“The shorter we make the timetable for removal the greater the risk of actual disruption to mobile networks,” he also said.
It’s a very significant change of government policy vs the package of restrictions announced in January when Boris Johnson’s government expressed confidence it could manage any risk associated with vendors with deep links to the Chinese state.
And Dowden faced a barrage of questions from opposition politicians about the “screeching U-turn” and the associated delays to the UK’s 5G network infrastructure from not having taken this decision six months earlier.
Shadow digital minister Chi Onwurah said the government’s digital policy lay in tatters — and called for it to set up a multi-stakeholder taskforce to lead the infrastructure charge. “This entire saga has shown that the government cannot sort this mess out on their own,” she said. “We need a taskforce of industry representatives, academics, startups, regional government and regulators to develop a plan which delivers a UK [5G] network capability and security mobile network in the shortest possible timeframe.”
On government backbenches, Dowden’s statement was more broadly welcomed. Although Johnson has faced significant internal opposition from a group of rebel MPs in his own party to his earlier Huawei policy so it remains to be seen whether they can be convinced to back the new package. One rebel MP source, speaking to the Guardian, warned the fight is back on — saying they’ll table amendments to the telecoms security bill to further shrink the timeframe to rip out Huawei kit, including also for 3G and 4G, not just 5G.
On the issue of what’s to be done with kit from high risk vendors that’s in use in non-5G networks, the government sought to slip in another delay today — with Dowden telling parliament the issue “needs to be looked at”, and announcing a “technical consultation with operators to understand their supply chain alternatives”.
“Given there is only one other appropriate scale vendor for full fiber equipment we are going to embark on a short technical consultation with operators to understand their supply chain alternatives. So that we can avoid unnecessary delays to our Gigabit ambitions and prevent significant resilience risks,” he said.
The technical consultation will determine government policy toward Huawei outside 5G networks, Dowden added.
The government has said before it’s taking steps to increase diversification in the supply chain around 5G network infrastructure kit. Dowden reiterated that line today, saying the UK is working with Five Eyes partners to try to accelerate diversification, while tempering the ambition by couching it as a global problem.
Over the longer term he said the UK wants to encourage and support operators to use multiple vendors per network as standard, though again he cautioned that the development of such open RAN networks will take time.
In the nearer, medium term, he suggested other large scale vendors would be needed to step in — saying the government is already having technical discussions with alternative telecoms kit makers, including Samsung and NEC, about accessing the UK market to plug the gap opened up by the removal of Huawei equipment.
“We are already engaging extensively with operators and vendors and governments around the world about supporting and accelerating the process of diversification. We recognize that this is a global issue that requires international collaboration to deliver a lasting solution so we’re working with our Five Eyes partners and our friends around the world to bring together a coalition to deliver our shared goals,” he added.
We’ve reached out to Huawei for comment. Update: In a statement, Ed Brewster, a spokesperson for Huawei UK, told us:
This disappointing decision is bad news for anyone in the UK with a mobile phone. It threatens to move Britain into the digital slow lane, push up bills and deepen the digital divide. Instead of ‘levelling up’ the government is levelling down and we urge them to reconsider. We remain confident that the new US restrictions would not have affected the resilience or security of the products we supply to the UK.
Regrettably our future in the UK has become politicized, this is about US trade policy and not security. Over the past 20 years, Huawei has focused on building a better connected UK. As a responsible business, we will continue to support our customers as we have always done.
We will conduct a detailed review of what today’s announcement means for our business here and will work with the UK government to explain how we can continue to contribute to a better connected Britain.
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Samsung’s next big Unpacked event is scheduled for August 5. As is the trend these days, the unveiling will be online-only, following in the footsteps of big virtual events from the likes of Microsoft and Apple. It’s Samsung’s first crack at the format. The company just made it under the pre-COVID-19 shutdown wire back in February for the Galaxy S20 launch.
Image Credits: Samsung
The headliner of next month’s event will no doubt be the next version of Samsung’s popular phablet line. The Galaxy Note S20 has leaked online a fair bit already, because Samsung. The most notable occasion was the beginning of the month, when the company’s Russia site briefly posted a copper colored version of the Note 20 Ultra. Fittingly, the invite for the event features a copper S-Pen dripping into a big similarly-colored puddle.
The premium version of the handset sports a folded zoom lens, much like the Galaxy S20 Ultra. Additional leaks appear to confirm some minor changes to the handset’s design, including the swapping of some buttons and moving the S-Pen slot to the left of the charging port. Other details will almost certainly leak out between now and August 5, because that’s just how these things go. There will likely be a slew of other devices on the docket for the event, as well. Samsung likes to pack a lot into Unpacked, after all. Accessories, audio products and wearables are all candidates.
Notably, Samsung also announced that it will be holding its own virtual event in the early September time frame. The company had initially planned to attend IFA, but ultimately — and understandably — thought better of it. The August 5 event, meanwhile, kicks off at 10 a.m. ET/7 a.m. PT. It will be available via Samsung.com.
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Samsung’s next big Unpacked event is scheduled for August 5. As is the trend these days, the unveiling will be online-only, following in the footsteps of big virtual events from the likes of Microsoft and Apple. It’s Samsung’s first crack at the format. The company just made it under the pre-COVID-19 shutdown wire back in February for the Galaxy S20 launch.
Image Credits: Samsung
The headliner of next month’s event will no doubt be the next version of Samsung’s popular phablet line. The Galaxy Note S20 has leaked online a fair bit already, because Samsung. The most notable occasion was the beginning of the month, when the company’s Russia site briefly posted a copper colored version of the Note 20 Ultra. Fittingly, the invite for the event features a copper S-Pen dripping into a big similarly-colored puddle.
The premium version of the handset sports a folded zoom lens, much like the Galaxy S20 Ultra. Additional leaks appear to confirm some minor changes to the handset’s design, including the swapping of some buttons and moving the S-Pen slot to the left of the charging port. Other details will almost certainly leak out between now and August 5, because that’s just how these things go. There will likely be a slew of other devices on the docket for the event, as well. Samsung likes to pack a lot into Unpacked, after all. Accessories, audio products and wearables are all candidates.
Notably, Samsung also announced that it will be holding its own virtual event in the early September time frame. The company had initially planned to attend IFA, but ultimately — and understandably — thought better of it. The August 5 event, meanwhile, kicks off at 10 a.m. ET/7 a.m. PT. It will be available via Samsung.com.
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More dismal numbers confirm what we already knew: Q1 2020 was real rough for an already struggling smartphone category. Gartner’s latest report puts the global market at a 20.2% slide versus the same time last year, thanks in large part to fallout from the COVID-19 pandemic.
Every single one of the global top-five manufactures saw large declines for the quarter, save for Xiaomi, which saw a slight uptick of 1.4%. The Chinese handset maker got a surprise bump, courtesy of international sales. Samsung and Huawei and Oppo all saw double-digit drop-offs at 22.7%, 27.3% and 19.1%, while Apple declined 8.2%. Other companies combined for a sizable 24.2% loss for Q1.
The reasons are ones we’ve gone over several times before, nearly all pertaining to the global pandemic. Chief among them are global stay at home orders and general economic uncertainly. Issues with the global supply chain have no doubt been a factor, as well, as Asia was the first to get hit with the virus.
All of this comes in addition to an already plateauing/declining smartphone market. Analysts had expected that the arrival of 5G would help stem the tide a bit — but, well, some stuff happened in there. Notably, Apple’s slide wasn’t as bad as it might have been thanks to a strong start to the year.
“If COVID-19 did not happen, the vendor would have likely seen its iPhone sales reached record level in the quarter. Supply chain disruptions and declining consumer spending put a halt to this positive trend in February,” Gartner’s Annette Zimmermann said in a release. “Apple’s ability to serve clients via its online stores and its production returning to near normal levels at the end of March helped recover some of the early positive momentum.”
Overall, I suspect that recovery won’t be instantaneous for the market. The future of COVID-19 still feels largely uncertain as countries have begun the process of reopening, and a pricey investment still may not be in the cards for many who are struggling to make ends meet.
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Directly, a startup whose mission is to help build better customer service chatbots by using experts in specific areas to train them, has raised more funding as it opens up a new front to grow its business: APIs and a partner ecosystem that can now also tap into its expert network. Today Directly is announcing that it has added $11 million to close out its Series B at $51 million (it raised $20 million back in January of this year, and another $20 million as part of the Series B back in 2018).
The funding is coming from Triangle Peak Partners and Toba Capital, while its previous investors in the round included strategic backers Samsung NEXT and Microsoft’s M12 Ventures (who are both customers, alongside companies like Airbnb), as well as Industry Ventures, True Ventures, Costanoa Ventures and Northgate. (As we reported when covering the initial close, Directly’s valuation at that time was at $110 million post-money, and so this would likely put it at $120 million or higher, given how the business has expanded.)
While chatbots have now been around for years, a key focus in the tech world has been how to help them work better, after initial efforts saw so many disappointing results that it was fair to ask whether they were even worth the trouble.
Directly’s premise is that the most important part of getting a chatbot to work well is to make sure that it’s trained correctly, and its approach to that is very practical: find experts both to troubleshoot questions and provide answers.
As we’ve described before, its platform helps businesses identify and reach out to “experts” in the business or product in question, collect knowledge from them, and then fold that into a company’s AI to help train it and answer questions more accurately. It also looks at data input and output into those AI systems to figure out what is working, and what is not, and how to fix that, too.
The information is typically collected by way of question-and-answer sessions. Directly compensates experts both for submitting information as well as to pay out royalties when their knowledge has been put to use, “just as you would in traditional copyright licensing in music,” its co-founder Antony Brydon explained to me earlier this year.
It can take as little as 100 experts, but potentially many more, to train a system, depending on how much the information needs to be updated over time. (Directly’s work for Xbox, for example, used 1,000 experts but has to date answered millions of questions.)
Directly’s pitch to customers is that building a better chatbot can help deflect more questions from actual live agents (and subsequently cut operational costs for a business). It claims that customer contacts can be reduced by up to 80%, with customer satisfaction by up to 20%, as a result.
What’s interesting is that now Directly sees an opportunity in expanding that expert ecosystem to a wider group of partners, some of which might have previously been seen as competitors. (Not unlike Amazon’s AI powering a multitude of other businesses, some of which might also be in the market of selling the same services that Amazon does).
The partner ecosystem, as Directly calls it, use APIs to link into Directly’s platform. Meya, Percept.ai, and SmartAction — which themselves provide a range of customer service automation tools — are three of the first users.
“The team at Directly have quickly proven to be trusted and invaluable partners,” said Erik Kalviainen, CEO at Meya, in a statement. “As a result of our collaboration, Meya is now able to take advantage of a whole new set of capabilities that will enable us to deliver automated solutions both faster and with higher resolution rates, without customers needing to deploy significant internal resources. That’s a powerful advantage at a time when scale and efficiency are key to any successful customer support operation.”
The prospect of a bigger business funnel beyond even what Directly was pulling in itself is likely what attracted the most recent investment.
“Directly has established itself as a true leader in helping customers thrive during these turbulent economic times,” said Tyler Peterson, Partner at Triangle Peak Partners, in a statement. “There is little doubt that automation will play a tremendous role in the future of customer support, but Directly is realizing that potential today. Their platform enables businesses to strike just the right balance between automation and human support, helping them adopt AI-powered solutions in a way that is practical, accessible, and demonstrably effective.”
In January, Mike de la Cruz, who took over as CEO at the time of the funding announcement, said the company was gearing up for a larger Series C in 2021. It’s not clear how and if that will be impacted by the current state of the world. But in the meantime, as more organizations are looking for ways to connect with customers outside of channels that might require people to physically visit stores, or for employees to sit in call centres, it presents a huge opportunity for companies like this one.
“At its core, our business is about helping customer support leaders resolve customer issues with the right mix of automation and human support,” said de la Cruz in a statement. “It’s one thing to deliver a great product today, but we’re committed to ensuring that our customers have the solutions they need over the long term. That means constantly investing in our platform and expanding our capabilities, so that we can keep up with the rapid pace of technological change and an unpredictable economic landscape. These new partnerships and this latest expansion of our recent funding round have positioned us to do just that. We’re excited to be collaborating with our new partners, and very thankful to all of our investors for their support.”
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Last December, when CRM startup Kustomer was announcing its latest round of funding — a $60 million round led by Coatue — its co-founder and CEO Brad Birnbaum said it would use some of the money to build more RPA-style automations into its platform to expand KustomerIQ, its AI-based product that helps understand and respond to customer enquiries to take some of the more repetitive load off of agents. Today, Kustomer is announcing some M&A that will help in that strategy: it is acquiring Reply.ai, a startup originally founded in Madrid that has built a code-free platform for companies to create customised chatbots to handle customer service enquires that use machine learning to, over time, become better at responding to those inbound contacts.
Kustomer, which has raised more than $170 million and is now valued at $710 million (per PitchBook), said it is not disclosing the financial terms of the deal.
Reply .ai — whose customers include Coca-Cola, Starbucks, Samsung, and a number of retailers and major ad and marketing agencies working on behalf of clients — had by comparison raised a modest $4 million in funding (with the last round back in 2018). Its list of investors included strategic backers like Aflac and Westfield (the shopping mall giant), as well as Seedcamp, Madrid’s JME Ventures, and Y Combinator, where Reply.ai was a part of its Startup School cohort in 2017.
Birnbaum said that the conversation for acquiring Reply.ai started before the global health pandemic — the two already worked together, as part of Reply.ai’s integrations with a number of CRM platforms. But active discussions, due diligence, and the closing of the deal were all done over Zoom. “We were fortunate that we got to meet before corona, but for the most part we did this remotely,” he said.
Reply.ai was founded back in 2016 — the year when chatbots suddenly became all the rage — and it managed to make it through that and then the subsequent trough of disillusionment, when a lot of the early novelty wore off after they were discovered to be not quite as effective as many had hoped or assumed they would be. One of the reasons for Reply.ai’s survival was that it had proven to be a builder of effective applications in one of the only segments of the market to become a willing customer and user of chatbots: customer service.
While a large part of the CRM industry — estimated to be worth some $40 billion in 2019 — is still based around human interactions, there has been a growing push to leverage advances in AI, cloud services, and use of the internet as a point of interaction to bring more automation into the process, both to help those who are agents deal with more tricky issues, and to help bring overall costs down for those who rely on customer support as part of their service proposition.
That trend, if anything, is only getting a boost right now. In some cases, agents are unable to work because of social distancing rules in cases where customer queries cannot be handled by remote workers. In others, companies are seeing a lot of financial pressure and are looking to reduce expenses. But at the same time, with more people at home and unable to make physical queries at stores, the whole medium of customer support is seeing new levels of usage.
Kustomer has been taking on the bigger names in CRM, including Salesforce (where Birnbaum and his cofounder Jeremy Suriel previously worked), Zendesk and Oracle, by providing a platform that makes it easier for human agents to handle inbound “omnichannel” customer requests — another big trend, leveraging the rise of multiple messaging and communications platforms as potential routes to both speaking to customers and seeing them complain for all the world to see. So moving deeper into chatbots and other AI-powered tools is a natural progression.
Birnbaum said that one of its key interests with Reply.ai was its focus on “deflection” — the term for using non-human tools and services to help resolve inbound requests before needing to call in a human agent. Reply.ai’s tools have been shown to help deflect 40% of initial inbound queries, he noted.
“Some companies have been dealing with a significant increase in inbound volume, and it’s been hard to scale their teams of agents, especially when they are remote,” he said. “So those companies are looking for ways to respond more rapidly. So anything they can do to help with that deflection and let their agents be more productive to drive higher levels of satisfaction, anything that can enable self-service, is what this is about.”
Other tools in the Reply toolkit, in addition to its chatbot-building platform and deflection capabilities, include agent-assistant tools for suggesting relevant answers, as well as suggestions for tagging (for analytics) and re-routing.
“We are excited for Reply to join Kustomer and share its mission to make customer service more efficient, effective and personalized,” said Omar Pera, one of Reply.ai’s founders, in a statement. “As a long-time partner of Kustomer, we are able to seamlessly integrate our deflection and chatbots technologies into Kustomer’s platform and help brands more cost-effectively increase efficiency. We look forward to working with Brad and the entire team.”
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Key Pixel team members Marc Levoy and Mario Queiroz are out at Google. The departures, first reported by The Information, have been confirmed on the pages of the former Distinguished Engineer and Pixel General Manager, respectively.
Both members were key players on Google’s smartphone hardware team before exiting earlier this year. Levoy was a key member of the Pixel imaging team, with an expertise in computational photography that helped make the smartphone’s camera among the best in class. Queiroz was the number two on the Pixel team.
The exits come as the software giant has struggled to distinguish itself in a crowded smartphone field. The products have been generally well-received (with the exception of the Pixel 4’s dismal battery life), but the Android-maker has thus far been unable to rob much market share from the likes of Samsung and Huawei.
The Information report sheds some additional light on disquiet among the Pixel leadership. Hardware head Rick Osterloh reportedly voiced some harsh criticism during an all-hands late last year. It certainly seems possible the company saw fit to shake things up a bit, though Google declined TechCrunch’s request for comment.
Breaking into the smartphone market has been a white whale for the company for some time. Google has explored the space through its Nexus partnerships, along with its short-lived Motorola Mobility acquisition (2012-2014). The Pixel is possibly the most successful of these projects, but Google’s struggles have coincided with an overall flattening of the market.
The company did find some success with last year’s budget Pixel 3A. The followup Pixel 4A was rumored for a late May launch, though the device has reportedly been delayed.
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