The Digital experience in the Middle East and Africa: operators that design digital customer journeys will have a first-mover advantage

The Digital eXperience Index research assessed 17 operators across the Middle East and Africa. Analysys Mason’s Digital eXperience Index (DXi) helps operators to benchmark themselves against industry best practices. This report shares findings and learnings on operators' progress in delivering an omni-engagement experience to consumers on digital channels. Furthermore, it shares recommendations on customer journey management and on how to increase the adoption of self-service channels.


THIS REPORT PROVIDES:

  • An insight into the maturity of the digital customer experience of 17 operators in MEA, including their positions in the Analysys Mason DXi
  • An introduction to idea of omni-engagement within operators’ customer engagement operations
  • A discussion of why operators need to enhance their customer engagement functionalities across digital channels, including smartphone apps, websites, social media pages and virtual assistants
  • Recommendations for operators on how to improve the digital experience for their consumer customers
  • Use cases for operators that lead digital experience in the region.

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