Industry survey: Customer Self-Service Channels in European Telecom
The XME.digital team is launching a qualitative industry survey based on real data from real telecom professionals.
Goal: To identify and analyze the current state of the self-service channels at global European and local telecom businesses, and to specify possible areas of improvement and potential alternative revenue streams for connectivity providers.
Methodology and duration
The survey will be based on data collected during deep-dive interviews with telecommunications experts willing to participate. All the provided information will be anonymized and generalized unless participants allow us to use their names and brands openly.
Research duration: 3-6 months
Start: May 2025
Topics to be discussed with the respondents
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Current Self-Service Setup: Tools, channels (web portals, apps, chatbots), and how they're used across customer segments.
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Performance & KPIs: Key metrics used to track success and most common customer transactions.
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Accessibility & User Experience: How accessible self-service channels are and why users may still turn to contact centers.
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Technology & Ownership: Implementation methods (custom, SaaS, low-code) and whether there’s a centralized team managing digital channels.
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Challenges & Future Plans: Key improvement areas, lessons from past failures, and upcoming development initiatives.
Respondents and their companies
Personas:
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Digital Channel Directors/Heads
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Customer Experience Managers
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Digital Transformation Leaders
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Customer Service Directors
Company types:
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Mobile number operators (incl. MVNO)
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Fixed-line operators
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Internet service providers
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Other connectivity providers
Company size:
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Enterprise
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Medium+
Expected results
A detailed qualitative analysis of the current state of the self-service channels in the telecommunications industry based on firsthand data. The survey will not only display today’s situation but also contain potential fields of improvement and additional revenue streams for connectivity businesses in the context of self-service.
The XME.digital team expects the survey to become an industry guide on self-service issues that telecom companies can use on their digital transformation journey.
Join the leading research on Customer Self-Service Channels in European Telecom
We invite you to join a unique research study on customer self-service in leading European telecom companies (ISPs, Mobile, Fixed Line). This project will provide valuable industry benchmarks and actionable insights to support your digital transformation efforts.
As a thank you, you’ll receive a White Paper with aggregated findings and best practices from across the industry.
Before the interview, we kindly ask you to complete a short questionnaire to help us prepare and make the discussion as relevant as possible.
Please note: the interview will be recorded for internal analysis only; all responses will remain confidential.
Thank you for your time and valuable input — we look forward to your participation!
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