Self-Service in Telecom Survey

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.

Who should take part

We invite telecom professionals working in digital channels, customer experience, transformation programs, or AI-driven initiatives to participate. Whether you manage self-service platforms, lead digital strategy, or oversee customer operations, your input will be highly valuable.

What’s in it for you

✅ 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
✅ Optionally, take part in a peer-to-peer interview with XME.digital for a deeper dive

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).

The deadline for responses is 20 October 2025.