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Digital eXperience Index analysis: CSPs must focus on omni-channel and personalisation

Atul Arora Senior Analyst, Research
Dr Mark H. Mortensen Research Director

"CSPs have made progress in their digital experience strategies, but must carry out further work on delivering consistent, contextual and personalised customer engagements."

Digital eXperience Index analysis: CSPs must focus on omni-channel and personalisation

Nearly all communications service providers (CSPs) are working on offering their customers a digital experience. Analysys Mason’s Digital eXperience Index provides a way for them to measure their progress on this journey. This report highlights the results of our analysis of participating CSPs’ digital maturity across multiple aspects of their business.

This report:

  • provides a summary of CSPs' current levels of digital maturity
  • analyses contributing departments' progress towards providing a digital experience
  • discusses the key digital experience traits that CSPs have made progress in developing and those that require more work
  • discusses the necessity of CSPs focusing on back-office process automation and analytics to deliver digital experience and their progress in this.