Our Telco Consumer Engagement 2023 Survey asked over 3,000 customers how they interact with their service providers, how effective these interactions were, and how they would like to interact. This report reviews responses.
Telco Consumer Engagement 2023 Survey: Overview
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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Telco Consumer Engagement Innovation Tracker – 1Q23
This database provides a detailed summary of 75 new and innovative services that were announced or launched by fixed and mobile operators between January 2022–March 2023, specifically focusing on telcos' consumer engagement platforms.
Data / 08 Jun 2023 / Pamela Clark-Dickson
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