Engagement with CSPs’ digital channels: Americas

Communications service providers (CSPs) are considerably behind digital natives when it comes to providing a digital experience. This report focuses on the important trends in digital experience in the Americas based on a survey of 16 CSPs.

This report provides:

• 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 in the Americas
• important trends and key findings related to website usage in the Americas
• important trends and key findings related to adoption of automated attendants in the Americas.