Engagement with CSPs’ digital channels: Europe

Communications service providers (CSPs) are considerably behind digital natives in terms of providing a digital experience for their customers. This report focuses on the important trends in digital experience in Europe and is based on an assessment of 42 CSPs in the region.

This report provides:

• recommendations for CSPs on how to improve customer engagement across the three primary digital channels: mobile app, website and automated assistant.
• important trends and key findings related to mobile app adoption, website usage and automated attendant adoption based on tracking 42 CSPs in Europe.