Engagement with CSPs’ digital channels in 2020: Europe
Communications service providers (CSPs) are considerably behind digital natives in terms of providing a digital experience. This report focuses on the important trends in digital experience in Europe based on an assessment of 43 CSPs.
This report provides:
- an overview of the leading CSPs in Europe 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 | CSP | Country | CSP | Country | ||
---|---|---|---|---|---|---|---|
A1 | Austria | Orange | France | Telia | Sweden | ||
Beeline | Russia | Orange | Poland | Three | UK | ||
Bouygues | France | Orange | Spain | Three | Ireland | ||
BT | UK | Play | Poland | TIM | Italy | ||
Deutsche Telekom | Germany | SFR | France | T-Mobile | Portugal | ||
EE | UK | Sky | UK | Türk Telecom | Turkey | ||
Eir | Ireland | Sky Italia | Italy | Turkcell | Turkey | ||
Elisa | Finland | Sunrise | Switzerland | Virgin Media | UK | ||
Fastweb | Italy | Swisscom | Switzerland | Vodafone | Germany | ||
Free | France | Tele2 | Russia | Vodafone | Italy | ||
Giffgaff | UK | Tele2 | Sweden | Vodafone | Spain | ||
KPN | Netherlands | Telefónica | Germany | Vodafone | UK | ||
Magenta Telekom | Austria | Telenor | Norway | VoadfoneZiggo | Netherlands | ||
Movistar | Spain | Telia | Finland | WindTre | Italy | ||
O2 | UK |
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