Engagement with CSPs’ digital channels in 2020: Europe
08 April 2021 | Research
Survey report | PPTX and PDF (6 slides) | Customer Engagement| Digital Experience
"European CSPs have made large improvements to their digital experience, but there is much more to be done, both in terms of adding new capabilities and improving existing ones."
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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