We are excited to launch a new ETIS community initiative together with our partner XME.digital – a survey dedicated to the future of self-service in telecom.
Why this matters
Self-service has become a cornerstone of customer experience, with operators increasingly relying on web portals, mobile apps, chatbots, and AI assistants to meet customer expectations. Yet, challenges remain in delivering seamless, integrated, and cost-efficient solutions.
This survey will capture how telecom operators are approaching self-service today, what barriers they face, and where the biggest opportunities for innovation lie.
Benefits
✅ Benchmark your company’s practices against peers across Europe ✅ Contribute to an industry-wide view of self-service maturity ✅ Gain access to a consolidated ETIS report with anonymized insights and best practices
Key focus areas
Customer adoption & expectations of self-service
Use of AI and automation in digital journeys
Operational and governance barriers
Success stories and proven approaches from telecom peers
How to join
To receive the questionnaire and participate, please reach out to Ruxandra Cioban (rc@etis.org).
