Engagement with CSPs’ digital channels 2021: Middle East and Africa
11 April 2022 | Research
Survey report | PPTX and PDF (6 slides) | Customer Engagement
"CSPs in MEA should continue to improve their digital channels in order to match the comprehensive omni-channel experience that is offered by digital natives."
Communications service providers (CSPs) in the Middle East and Africa (MEA) are continuing to invest in their digital customer engagement capabilities. However, most are still far from providing digital touchpoints that offer a self-sufficient and comprehensive customer experience. This report assesses 17 CSPs in MEA and highlights important trends in digital experience across the region.
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
| CSP | Country |
|---|---|
| Airtel Nigeria | Nigeria |
| du | UAE |
| Etisalat | UAE |
| Maroc Telecom | Morocco |
| Mobily | Saudi Arabia |
| MTN Nigeria | Nigeria |
| MTN South Africa | South Africa |
| Omantel | Oman |
| Ooredoo Kuwait | Kuwait |
| Ooredoo Oman | Oman |
| Ooredoo Qatar | Qatar |
| stc |
Saudi Arabia |
| Telkom SA | South Africa |
| Vodacom | South Africa |
| Vodafone Qatar | Qatar |
| Zain Saudi Arabia | Saudi Arabia |
| Zain Kuwait | Kuwait |
Authors
Grace Langham
Analyst, expert in sustainability and ESGRelated items
Tracker
Customer engagement activity tracker 1H 2025
Article
The evolution of customer engagement acquisitions reflects AI’s growing role across the customer lifecycle
Article
Applications facilitate AI adoption in customer engagement