Engagement with CSPs’ digital channels 2021: Asia–Pacific
12 April 2022 | Research
Survey report | PPTX and PDF (6 slides) | Customer Engagement| Digital Experience
"CSPs in APAC should continue to invest in their digital engagement channels in order to address the changes in consumers' behaviour and expectations."
Communications service providers (CSPs) in Asia–Pacific (APAC) are continuing to invest in their digital customer engagement capabilities, but they are still some way from providing an experience that is comparable with that offered by digital-native companies. This report assesses 29 CSPs across 10 countries in APAC and highlights important trends in digital experience.
Information included in this report
- Overview of the leading CSPs 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, website usage and automated attendant adoption
CSPs included in this report
| Country | CSP(s) |
|---|---|
| Australia | Optus, Telstra, Vodafone Australia |
| China | China Mobile, China Unicom |
| India | Airtel, Jio, Vi (Vodafone Idea) India |
| Indonesia | Telkomsel, XL Axiata, Indosat |
| Malaysia | Celcom, Digi, Maxis, U Mobile |
| New Zealand | Spark, Vodafone NZ, 2degrees |
| Philippines | Globe, PLDT/Smart |
| Singapore | Singtel, StarHub |
| Taiwan | Chunghwa Telecom, Far EasTone, Taiwan Mobile Company |
| Thailand | AIS, dtac, TOT, TruCorp |
Authors
Grace Langham
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