Engagement with CSPs’ digital channels 2021: Europe

11 April 2022 | Research

Grace Langham

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


"European CSPs should continue to invest in digital engagement channels to address the changes in consumers' behaviour and expectations."

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European communications service providers (CSPs) have accelerated the pace of their improvements to their digital customer engagement capabilities. However, there is work still to be done, particularly in terms of mobile apps and automated attendants. This report assesses 43 European CSPs and highlights important trends in digital experience in Europe.

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

Country CSP(s)
Austria A1, T-Mobile
Finland Elisa, Telia
France Bouygues Telecom, Free, Orange, SFR
Germany Deutsche Telekom, Telefónica, Vodafone
Ireland eir, Three
Italy Fastweb, Sky Italia, TIM, Vodafone, WindTre
Netherlands KPN, VodafoneZiggo
Norway Telenor
Poland Orange, Play
Portugal T-Mobile
Russia Beeline, Tele2
Spain Movistar, Orange, Vodafone
Sweden Tele2, Telia
Switzerland Sunrise, Swisscom
Turkey Türk Telekom, Turkcell
UK BT, EE, Giffgaff, O2, Sky, Three, Virgin Media, Vodafone

USD1499

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