Engagement with CSPs’ digital channels in 2020: Americas
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