Engagement with CSPs’ digital channels in 2020: Middle East and Africa
09 April 2021 | Research
Survey report | PPTX and PDF (6 slides) | Customer Engagement| Digital Experience
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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