Engagement with CSPs’ digital channels 2021: Americas
"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."
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 |
Authors
Grace Langham
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