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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."


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
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


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