Many exciting new consumer engagement use cases in areas such as AI and chatbots were on display at MWC 2023. But as competition continues to increase, how can service providers harness these opportunities to differentiate from their rivals?
MWC 2023: Hyper-personalization will be key to differentiation through improved consumer engagement
The Analyst Team
Peter Boyland
Principal Analyst, Consumer Engagement Strategies
Peter Boyland is a Principal Analyst covering telco consumer engagement. As part of Omdia’s digital consumer operator strategies team, he covers customer service platforms and digital and physical engagement channels such as voice, messaging, apps, and in-store. Peter monitors service provider consumer engagement strategies and areas of interest such as chatbots and AI.
Peter has 10 years of experience in the telecoms sector, working as an analyst for GSMA Intelligence, OpenSignal, STL Partners, and IHS Markit. He has wide experience across the mobile, fixed, and media sectors, and is regularly quoted by the press as an expert in his field. Peter is an experienced broadcast journalist and editor and holds a postgraduate diploma in journalism from Falmouth University.
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