Engagement with CSPs’ digital channels: Middle East and Africa

20 April 2020 | Research

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


"Focusing on boosting engagement across digital channels is the key to reducing the gap in customer experience between CSPs and 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 a survey of 17 CSPs.

This report provides:

  • 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 in MEA
  • important trends and key findings related to website usage in MEA
  • important trends and key findings related to the adoption of automated attendants in MEA.

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