Engagement with CSPs’ digital channels 2021: Middle East and Africa
11 April 2022 | Research
Survey report | PPTX and PDF (6 slides) | Customer Engagement
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
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