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Engagement With CSP's Digital Channels in 2020: Europe

  • ID: 5311355
  • Report
  • April 2021
  • Region: Europe
  • 6 Pages
  • Analysys Mason
European CSPs Have Made Large Improvements to their Digital Experience, but there is Much More to Be Done, Both in Terms of Adding New Capabilities and Improving Existing Ones

Communications service providers (CSPs) are considerably behind digital natives in terms of providing a digital experience. This report focuses on the important trends in digital experience in Europe based on an assessment of 43 CSPs.

This report provides:

  • an overview of the leading CSPs in Europe in terms of digital proficiency
  • recommendations for CSPs on how to improve customer engagement across the three primary digital channels: the mobile app, the website and virtual assistants
  • important trends and key findings related to mobile app adoption
  • important trends and key findings related to website usage
  • important trends and key findings related to the adoption of automated attendants

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