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Market Research Report

Digital eXperience Index: Measuring the Digitalisation of Consumer Experience

Published by Analysys Mason Product code 526040
Published Content info 30 Slides
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Digital eXperience Index: Measuring the Digitalisation of Consumer Experience
Published: July 10, 2017 Content info: 30 Slides
Description

"Our Digital eXperience Index enables operators to measure their progress in providing their consumer customers with an operational digital experience."

Nearly all communications service providers (CSPs) state that providing their customers with a digital experience is critical to their future business, but few rigorous methods of measurement have been available. The Digital eXperience Index (DXi) provides a way of measuring the degree to which consumers' experiences of investigating, ordering or seeking support for the traditional and digital services provided by their CSPs are modern and ‘digitalised'.

This report:

  • describes the key aspects of providing a digital experience
  • explains how a CSP can determine its position relative to its competitors in providing a digitalised experience
  • discusses why a CSP should measure its progress in providing a digital experience
  • names the top five CSPs based on customers' digital experience.

Simplified results of the Analysys Mason Digital eXperience Index 2Q17

SAMPLE PAGES

ABOUT THE AUTHORS

Mark H. Mortensen (Research Director) is the Research Director and Practice Head for customer-facing systems in Analysys Mason's Telecoms Software and Networks research stream. He is also the lead analyst for the Digital Experience research programme. His interest areas include the conversion of CSPs to modern DSP operations, the effect of network virtualisation on operations, and the evolution of software architectures in the cloud world.

Atul Arora (Senior Analyst) is the lead analyst for the Customer Care programme and a contributor to the Digital Experience, Software Forecast and Strategy and Telecoms Software Market Shares programmes. His areas of interest include the digitalisation of CSPs' customer engagement systems, omni-channel commerce and care and CSPs' use of social media. Atul also works on custom projects for telecoms operators and vendors, which include providing strategic advisory and undertaking market assessment work. He holds an MSc in Neuroscience from University College London and a bachelor's degree from Jaypee University (India).

Table of Contents

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • DXi MODELS
  • SCORING METHODOLOGY FOR DXi MODELS
  • PATTERNS IN DXi SCORES WORLDWIDE
  • ABOUT THEAUTHORS AND ANALYSYS MASON
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