Engagement with CSPs’ digital channels 2021: Europe
11 April 2022 | Research
Survey report | PPTX and PDF (6 slides) | Customer Engagement
"European CSPs should continue to invest in digital engagement channels to address the changes in consumers' behaviour and expectations."
European communications service providers (CSPs) have accelerated the pace of their improvements to their digital customer engagement capabilities. However, there is work still to be done, particularly in terms of mobile apps and automated attendants. This report assesses 43 European CSPs and highlights important trends in digital experience in Europe.
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) |
|---|---|
| Austria | A1, T-Mobile |
| Finland | Elisa, Telia |
| France | Bouygues Telecom, Free, Orange, SFR |
| Germany | Deutsche Telekom, Telefónica, Vodafone |
| Ireland | eir, Three |
| Italy | Fastweb, Sky Italia, TIM, Vodafone, WindTre |
| Netherlands | KPN, VodafoneZiggo |
| Norway | Telenor |
| Poland | Orange, Play |
| Portugal | T-Mobile |
| Russia | Beeline, Tele2 |
| Spain | Movistar, Orange, Vodafone |
| Sweden | Tele2, Telia |
| Switzerland | Sunrise, Swisscom |
| Turkey | Türk Telekom, Turkcell |
| UK | BT, EE, Giffgaff, O2, Sky, Three, Virgin Media, Vodafone |
Authors
Grace Langham
Analyst, expert in sustainability and ESGRelated items
Article
GenAI can help cut the cost of software creation, boosting the potential of free applications to transform the market
Tracker report
Operators’ customer engagement-related AI activity: trends and analysis 2018–2024
Tracker report
Customer engagement M&A: trends and analysis 2024