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Digital eXperience Index for analytics systems: improving customer engagement using big data

Justin van der Lande Principal Analyst, Research
John Abraham Senior Analyst, Research

"A robust analytics infrastructure is essential for an operator to provide the engaging and fully digitised experience its customers now expect."

Digital eXperience Index for analytics systems: improving customer engagement using big data

Communications service providers (CSPs) are adopting different approaches to transforming their underlying support systems and there are often conflicting views on the different aspects of the digital transformation journey. The Analysys Mason Digital eXperience Index provides an effective means for CSPs to assess their progress and compare against competitors within the wider market, based on a standard framework.

This report provides:

  • an overview of the key characteristics that will enhance customers’ digital experience from an analytics perspective
  • data from our surveys and interviews with CSPs worldwide as part of our ongoing research into the progress of their transformations into digital service providers (DSPs) and an assessment of their key support capabilities
  • a brief overview of our criteria for assessing CSPs' support capabilities as part of the Digital eXperience Index research
  • key implications for CSPs and vendors.