Engagement with CSPs’ digital channels 2021: Americas

07 April 2022 | Research

Grace Langham

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


"All CSPs in the Americas have improved their digital customer engagement, but they are far from providing the comprehensive omni-channel experience that is expected from today’s end customer."

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All communications service providers (CSPs) in the Americas have made investments into improving and expanding their websites and mobile apps. However, the adoption of automated attendant channels has been restricted to a select group of CSPs. This report assesses 15 CSPs in the Americas to highlight important trends in digital experience across the region.

Information included in this report

  • Overview of the leading CSPs 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, website usage and automated attendant adoption

CSPs included in this report

CSP Country
AT&T USA
Bell Canada Canada
Claro Brazil Brazil
Claro Chile Chile
Comcast USA
Entel Chile
Movistar Chile
Oi Brazil
Rogers Communications Canada
Telecom Italia/TIM Brazil
TELUS Canada
T-Mobile USA USA
Verizon USA
Vivo Brazil Brazil
Windstream USA

USD1499

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