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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’.
- 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