Engagement with CSPs’ digital channels 2021: Europe
"European CSPs should continue to invest in digital engagement channels to address the changes in consumers' behaviour and expectations."
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 |
Authors
Grace Langham
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