Engagement with CSPs’ digital channels 2021: Asia–Pacific

12 April 2022 | Research

Grace Langham John Abraham

Survey report | PPTX and PDF (6 slides) | 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


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