Engagement with CSPs’ digital channels in emerging Asia–Pacific

14 April 2020 | Research

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


"Boosting engagement across digital channels by broadening their capabilities and improving their ease of use is key to overcoming the gap in customer experience between CSPs and digital natives."

Communications service providers (CSPs) are considerably behind digital natives in terms of providing a digital experience. This report focuses on the important digital experience trends in emerging Asia–Pacific (EMAP) based on a survey of 18 CSPs.

This report provides:

  • recommendations for CSPs on how to improve customer engagement across the three primary digital channels: mobile apps, websites and virtual assistants
  • important trends and key findings related to mobile app adoption in EMAP
  • important trends and key findings related to website usage in EMAP
  • important trends and key findings related to the adoption of automated attendants in EMAP.

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