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Engagement with CSPs’ digital channels in 2020: Americas

08 April 2021 | Research

John Abraham

Survey report | PPTX and PDF (6 slides) | Digital Experience


"All CSPs in the Americas have improved the fundamental capabilities of their mobile apps, websites and automated attendants, but there is still work to do."

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Communications service providers (CSPs) are considerably behind digital natives when it comes to providing a digital experience. This report focuses on the important trends in digital experience in the Americas based on an assessment of 16 CSPs.

This report provides:

  • an overview of the leading CSPs in the Americas 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.

CSPs included in this report

CSP Country
AT&T USA
Bell Canada Canada
Claro Brazil Brazil
Claro Chile Chile
Comcast USA
Entel Chile
Movistar Chile
Oi Brazil
Rogers Communications Canada
Sprint USA
Telecom Italia/TIM Brazil
TELUS Canada
T-Mobile USA USA
Verizon USA
Vivo Brazil Brazil
Windstream USA

USD1499

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