Engagement with CSPs’ digital channels 2021: Middle East and Africa

11 April 2022 | Research

Grace Langham

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


"CSPs in MEA should continue to improve their digital channels in order to match the comprehensive omni-channel experience that is offered by digital natives."

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Communications service providers (CSPs) in the Middle East and Africa (MEA) are continuing to invest in their digital customer engagement capabilities. However, most are still far from providing digital touchpoints that offer a self-sufficient and comprehensive customer experience. This report assesses 17 CSPs in MEA and highlights 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
Airtel Nigeria Nigeria
du UAE
Etisalat UAE
Maroc Telecom Morocco
Mobily Saudi Arabia
MTN Nigeria Nigeria
MTN South Africa South Africa
Omantel Oman
Ooredoo Kuwait Kuwait
Ooredoo Oman Oman
Ooredoo Qatar Qatar
stc

Saudi Arabia

Telkom SA South Africa
Vodacom South Africa
Vodafone Qatar Qatar
Zain Saudi Arabia Saudi Arabia
Zain Kuwait Kuwait

USD1499

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