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This research assesses leading European operators' latest app developments and highlights operators that are using AI to shape their CEM strategies.


  • Self-care apps offer an excellent opportunity to drive low-complexity customer service queries to AI bots to improve customer satisfaction and focus call centers on value-added interactions.

Features and Benefits

  • Assesses how operators in Europe are evolving their apps and integrating AI to improve CEM.
  • Identifies the strengths and weaknesses of service providers' apps.
  • Identifies service provider app best practice.

Key questions answered

  • How are leading European service providers evolving their apps?
  • What is best practice in the region?
  • How are service providers using AI to improve CEM?
  • What features do service providers in the region incorporate into their apps?

Table of contents


  • Introduction
  • Download 1: CEM: European service providers’ self-care app strategies move toward AI

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