Digital Experience

Analysys Mason's Digital Experience programme provides communication service providers (CSPs) with knowledge of the state-of-the-art technology in customer experience management (CEM) and analysis of what is working (and what is not).

Our research helps vendors to understand the competitive landscape, target investments and how to position products and services. In addition, the programme provides a practical understanding of how CEM can help CSPs to increase their Net Promoter Score (NPS) and decrease churn.


Key Themes

  • Managing interactions between a provider and its customers to increase revenue and retain customers
  • Multi-dimensional marketing of new products and services
  • End-to-end quality of service
  • Order-to-cash interaction
  • Self-service and multi-channel customer interaction
  • Real-time analytics and enhancing the customer experience


NEW: Digital eXperience Index 

The Digital eXperience Index (DXi) has been applied to over 50 operators worldwide and is helping them to understand their current competitive position, as well as help determine what they should do to enhance the digital experience they provide to their customers. 

Learn more about the DXi and related reports here: analysysmason.com/DXi-digital-experience-index 

Lead analyst

Research Director mark.mortensen@analysysmason.com +1 603 759 3507