Engagement with CSPs’ digital channels in 2020: Middle East and Africa
"There is much for CSPs in MEA to do in order to provide consumers with an experience that is comparable to what they receive from digital natives."
Communications service providers (CSPs) are considerably behind digital natives when it comes to providing a digital experience. This report focuses on the important trends in digital experience in the Middle East and Africa (MEA) based on an assessment of 17 CSPs.
This report provides:
- an overview of the leading CSPs in MEA 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 |
|---|---|
| Airtel NG | Nigeria |
| du | UAE |
| Etisalat | UAE |
| Maroc Telecom | Morocco |
| Mobily | Saudi Arabia |
| MTN NG | 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 KSA | Saudi Arabia |
| Zain Kuwait | Kuwait |
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