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Engagement with CSPs’ digital channels in 2020: Middle East and Africa

09 April 2021 | Research

John Abraham

Survey report | PPTX and PDF (6 slides) | Digital Experience

"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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