Digital Experience

OVERVIEW

This programme provides insights for telecoms operators, communications service providers (CSPs) and vendors that want to know more about the strategy and technology required to deliver a rich digital experience.

The Digital eXperience Index (DXi) tracks 103 operators and CSPs worldwide, and rates the capabilities and progress of their digital channels and touchpoints across a number of factors.

Our research enables vendors to understand how CSPs and operators are using their digital channels to shape the customer experience. Vendors will be able to use this information to position their marketing messages and to decide how to invest in products and services.

KEY THEMES

• The digital experience provided by leading operators and CSPs.

• Emerging trends and strategies in four regions: the Americas, Asia-Pacific, Europe, and the Middle East and Africa.

RECENTLY PUBLISHED

Articles: key issues and operator approaches

• COVID-19: the pandemic will accelerate CSPs' investments into self-service functions

• Telefónica's FastData underpins its customer-experience-driven BSS transformation

• The introduction of automation to business operations creates new opportunities for CSPs and vendors

• A superlative digital customer experience is the starting point for a successful CSP digital transformation

Forecasts, datasets and primary research

• Engagement with CSPs' digital channels worldwide

• Engagement with CSPs' digital channels: Americas

• Engagement with CSPs' digital channels: Middle East and Africa

• Engagement with CSPs' digital channels in emerging Asia-Pacific

• Engagement with CSPs' digital channels: Europe

COMING IN THE NEXT FEW MONTHS

Strategy reports: key issues

• Overview of how CSPs are transforming their digital touchpoints

• The digital experience provided by telecoms operators: issues and emerging trends

Forecasts, datasets and primary research

• The digital experience: leading operators and common approaches

• The digital experience: operators in the Americas

• The digital experience: operators in Europe

• The digital experience: operators in Asia-Pacific

• The digital experience: operators in the Middle East and Africa