Ian Watterson, Head of Americas & Asia-Pacific“We believe that the personal relationship built by onsite service technicians plays an important role in ensuring a positive customer experience,” states Ian Watterson, Head of Americas and Asia-Pacific at CSG. Similarly, time is the most valuable asset for both service providers and their customers. CSG's Field Service Management solution provides automation tools that optimize technicians’ productivity and adjusts itself accordingly to customers’ availability in real-time.
Throughout a client engagement, CSG’s team of highly skilled and experienced professionals is actively involved. CSG bases each deployment on best practices and standard operational playbooks while providing in-depth operational consultancy to increase productivity, service quality, and customer satisfaction.
We bring together business, solutions, and consulting expertise with over 30 years of proven results and quality
“CSG’s deployments follow a strategic approach, which begins from the moment we engage through discovery, implementation, and deployment,” says Watterson. “We bring together business, solutions, and consulting expertise with over 30 years of proven results and quality,” he adds. CSG’s fully integrated workforce solution, currently deployed with over 65,000 field technicians globally, turns every aspect of in-field delivery, installation, and service into a competitive advantage. From customer engagement to dispatch to the technician and across the service order lifecycle, CSG's Field Service Management solution ensures that providers can keep their service promises.
To illustrate the solution’s capabilities, Watterson mentions a client engagement with Telecom Argentina, a major telecom company in Argentina that wanted to differentiate itself from its competitors. After much deliberation, the client concluded that the only way to achieve their objective was by improving customer satisfaction. Telecom Argentina’s research found that its customers placed high value on quickly resolving issues more than their products and services. CSG's Field Service Management solution enabled Telecom Argentina to achieve a high level of efficiency in fulfilling appointment times through automated processes and thus deliver a superior customer service.
Moving forward, CSG aims to roll out a selection of initiatives to make the solution future-ready, which includes IoT integration, routing and scheduling optimization, and next generation UI and AI capabilities. Every year, the company allocates 14 percent of its total revenue for R&D, and has also made a number of product acquisitions amounting to $600 million over the past seven years. Reflecting this policy of continuous development, CSG focuses on solutions that drive the cost and complexity out of clients’ businesses. Some of these innovative offerings leverage mobile, machine vision, and augmented reality for real-time traffic integration, customer journey mapping, and “Virtual Tech Assistant.”
CSG News
Telenor Denmark Leads New Era in Wireless Innovation with CSG
CSG Systems International Announces Its 10th Consecutive Year of Increased Dividend Payout
Board of Directors Approves a 6% Increase in its Quarterly Dividend; Company Approves Q1 2023 Dividend
DENVER - CSG® (NASDAQ: CSGS) announced that its Board of Directors approved a 6% increase in the Company’s quarterly cash dividend payment. The new quarterly paymen... nt amount has been increased to $0.28 per share of common stock to be paid on March 30, 2023 for shareholders of record as of the close of business on March 17, 2023.
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DENVER - CSG® (NASDAQ: CSGS) announced that its Board of Directors approved a 6% increase in the Company’s quarterly cash dividend payment. The new quarterly paymen... nt amount has been increased to $0.28 per share of common stock to be paid on March 30, 2023 for shareholders of record as of the close of business on March 17, 2023.
Read more
CSG Systems upsizes and prices $375M senior notes
CSG Systems International (NASDAQ:CSGS) priced its private offering of $375M aggregate principal amount of 3.875% convertible senior notes due 2028.
CSG also granted the initial purchasers of the notes an option to purchase up to an additional $50M aggregate principal amount of th... he notes.
The aggregate principal amount of the offering was increased from the previously announced offering size of $350M.
The offering is expected to close on September 11, 2023.
More on CSG Systems International
• Financial information for CSG Systems International
• CSG Systems International to offer $350M convertible senior notes
• CSG Systems International COO to leave
Read more
CSG also granted the initial purchasers of the notes an option to purchase up to an additional $50M aggregate principal amount of th... he notes.
The aggregate principal amount of the offering was increased from the previously announced offering size of $350M.
The offering is expected to close on September 11, 2023.
More on CSG Systems International
• Financial information for CSG Systems International
• CSG Systems International to offer $350M convertible senior notes
• CSG Systems International COO to leave
Read more
Ring In The New Year & Make Customer Experiences Forgettable (In A Good Way)
Is “improve customer experience” one of your company’s goals for 2024?
If so, your internal teams may be brainstorming ways to dazzle your customers. While “wow!” experiences are nice, delighting customers doesn’t build loyalty. Making it easier for them to solve their problems does.
To improve customer experience (CX) and bolster loyalty, focus on delivering journeys that are so ... quick and easy, they are soon forgotten.
Out With the Old: Unforgettable Experiences in 2023
Consider these negative memorable interactions that CSG employees experienced in 2023:
Telco: Taking advantage of a cellular promotion to add a line and get a free phone was far from easy for Erin. The first phone was sent to the wrong address, and the second phone didn’t have the correct phone number ported in. After spending two hours on the phone with customer support and sales, repeating the problem several times, Erin went to the store to pick up phone number three. When the phone still didn’t activate after 24 hours, she was forced to call customer support again. This time the call was escalated to a more intensive level of support and the problem was resolved in five minutes.
Retail: Danielle was surprised (not in a good way) to receive an email promoting a pair of jeans—the same ones she had purchased the day before. A few weeks later, she was asked to complete a survey for another product (not the jeans) that she had already returned. While these situations weren’t stressful, they revealed that the brands did not know Danielle, and those memories stayed with her.
Financial banking: Beth called her bank to request that money that had been refunded to her credit card be transferred to her checking account. After hearing that it would take 30 days to “investigate” her request, Beth asked for and was promised expedited service. She was told that an email confirmation wasn’t possible, but that she would be notified when the money was transferred. When Beth checked her online bank statement 10 days later, she discovered that the money had been transferred but she never received a notification. That was not a trust-inspiring situation.
Insurance: Frankie needed to submit a claim for a minor roof leak after a winter storm. She had to wait in queue to submit the claim via telephone and did not receive any type of digital confirmation on the claim or status updates. When she needed to check on the claim a few weeks later, she was forced once again to wait on hold to contact an agent that she had to re-explain the situation to. This was not a frictionless experience.
Why should CX teams prioritize preventing unforgettable, negative experiences?
Negative memories last longer than positive ones because they’re often associated with high-stress situations. This means negative interactions have more impact on how customers perceive your brand. However, these negative experiences often pop up along the customer journey where there is very little focus from the marketing and customer experience teams.
Negative interactions with a brand jeopardize customer loyalty. In fact, even a single bad experience can be enough to send customers packing. According to the PwC Customer Loyalty Survey 2022, 32% of consumers said they stopped using or buying from a business after a bad experience with customer service—almost as many who left after a negative experience with products or services (37%).
Customer retention also helps your bottom line as retaining customers is cheaper and provides more of a long-term gain than acquisition. The probability of selling to a new customer is only between 5 to 20%, whereas selling to an existing customer falls between 60 to 70%. Focusing on negative customer experiences can be the kick start your business needs to reduce their churn rate.
How is it that these negative experiences go unnoticed by so many businesses? Customer journeys are typically complex, difficult to change, and involve departments that would otherwise be focused on short-term revenue gains. Addressing these challenges requires a cross-functional approach that focuses on building intelligent and proactive experiences, that span across the entire customer journey.
In With the New: Forgettable Experiences in 2024
Customer journey orchestration (CJO) would have prevented those negative customer experiences. CJO leverages otherwise-siloed customer data, real-time decisioning, and channel activation to deliver effortless, empathy-driven experiences that meet your customers at their time of need and on the channel they prefer.
Customer journey orchestration powers every day, forgettable experiences, such as when:
• Submitting an insurance claim with digital, timely updates on how a claim is being processed
• Proactively providing guidance so call center agents understand the intent of the call before customers must re-tell their story
• Delivering appointment reminders (e.g., including the clinic address)
• Sending payment reminders before a bill becomes late or is sent to collections
• Providing proactive alerts about suspicious activity on a customer’s account
• Relating information about expected service outage notifications
• Reporting missing or undelivered products via digital channels
• Refraining from sending a survey to someone who returned the purchased item
By pointing the focus to these otherwise forgotten journeys in 2024, businesses can proactively provide a more seamless and hyper-personalized experience, fostering customer satisfaction and long-term loyalty in highly competitive industries.
Ring in the new year with CSG Xponent.
CSG has the experience and expertise to combat challenges the operational side of CX faces when customer loyalty is on the line. With award-winning journey orchestration capabilities that drive better business results, CSG unapologetically supports the journeys that seem forgettable but impact CX the most.
CSG Xponent Ignite provides pre-built journeys (such as plan switching and payments capabilities) that create emotional connections with customers in their time of need. The foundation for this is CSG Xponent, our customer engagement platform that combines journey orchestration with a customer data platform and journey analytics.
Read more
If so, your internal teams may be brainstorming ways to dazzle your customers. While “wow!” experiences are nice, delighting customers doesn’t build loyalty. Making it easier for them to solve their problems does.
To improve customer experience (CX) and bolster loyalty, focus on delivering journeys that are so ... quick and easy, they are soon forgotten.
Out With the Old: Unforgettable Experiences in 2023
Consider these negative memorable interactions that CSG employees experienced in 2023:
Telco: Taking advantage of a cellular promotion to add a line and get a free phone was far from easy for Erin. The first phone was sent to the wrong address, and the second phone didn’t have the correct phone number ported in. After spending two hours on the phone with customer support and sales, repeating the problem several times, Erin went to the store to pick up phone number three. When the phone still didn’t activate after 24 hours, she was forced to call customer support again. This time the call was escalated to a more intensive level of support and the problem was resolved in five minutes.
Retail: Danielle was surprised (not in a good way) to receive an email promoting a pair of jeans—the same ones she had purchased the day before. A few weeks later, she was asked to complete a survey for another product (not the jeans) that she had already returned. While these situations weren’t stressful, they revealed that the brands did not know Danielle, and those memories stayed with her.
Financial banking: Beth called her bank to request that money that had been refunded to her credit card be transferred to her checking account. After hearing that it would take 30 days to “investigate” her request, Beth asked for and was promised expedited service. She was told that an email confirmation wasn’t possible, but that she would be notified when the money was transferred. When Beth checked her online bank statement 10 days later, she discovered that the money had been transferred but she never received a notification. That was not a trust-inspiring situation.
Insurance: Frankie needed to submit a claim for a minor roof leak after a winter storm. She had to wait in queue to submit the claim via telephone and did not receive any type of digital confirmation on the claim or status updates. When she needed to check on the claim a few weeks later, she was forced once again to wait on hold to contact an agent that she had to re-explain the situation to. This was not a frictionless experience.
Why should CX teams prioritize preventing unforgettable, negative experiences?
Negative memories last longer than positive ones because they’re often associated with high-stress situations. This means negative interactions have more impact on how customers perceive your brand. However, these negative experiences often pop up along the customer journey where there is very little focus from the marketing and customer experience teams.
Negative interactions with a brand jeopardize customer loyalty. In fact, even a single bad experience can be enough to send customers packing. According to the PwC Customer Loyalty Survey 2022, 32% of consumers said they stopped using or buying from a business after a bad experience with customer service—almost as many who left after a negative experience with products or services (37%).
Customer retention also helps your bottom line as retaining customers is cheaper and provides more of a long-term gain than acquisition. The probability of selling to a new customer is only between 5 to 20%, whereas selling to an existing customer falls between 60 to 70%. Focusing on negative customer experiences can be the kick start your business needs to reduce their churn rate.
How is it that these negative experiences go unnoticed by so many businesses? Customer journeys are typically complex, difficult to change, and involve departments that would otherwise be focused on short-term revenue gains. Addressing these challenges requires a cross-functional approach that focuses on building intelligent and proactive experiences, that span across the entire customer journey.
In With the New: Forgettable Experiences in 2024
Customer journey orchestration (CJO) would have prevented those negative customer experiences. CJO leverages otherwise-siloed customer data, real-time decisioning, and channel activation to deliver effortless, empathy-driven experiences that meet your customers at their time of need and on the channel they prefer.
Customer journey orchestration powers every day, forgettable experiences, such as when:
• Submitting an insurance claim with digital, timely updates on how a claim is being processed
• Proactively providing guidance so call center agents understand the intent of the call before customers must re-tell their story
• Delivering appointment reminders (e.g., including the clinic address)
• Sending payment reminders before a bill becomes late or is sent to collections
• Providing proactive alerts about suspicious activity on a customer’s account
• Relating information about expected service outage notifications
• Reporting missing or undelivered products via digital channels
• Refraining from sending a survey to someone who returned the purchased item
By pointing the focus to these otherwise forgotten journeys in 2024, businesses can proactively provide a more seamless and hyper-personalized experience, fostering customer satisfaction and long-term loyalty in highly competitive industries.
Ring in the new year with CSG Xponent.
CSG has the experience and expertise to combat challenges the operational side of CX faces when customer loyalty is on the line. With award-winning journey orchestration capabilities that drive better business results, CSG unapologetically supports the journeys that seem forgettable but impact CX the most.
CSG Xponent Ignite provides pre-built journeys (such as plan switching and payments capabilities) that create emotional connections with customers in their time of need. The foundation for this is CSG Xponent, our customer engagement platform that combines journey orchestration with a customer data platform and journey analytics.
Read more
“At Telenor Denmark, we make it easy for our 1.7 million customers to connect with the people and services that matter most to them. This is how we earned the industry’s highest customer satisfaction in 2023,” said Lars Thomsen, CEO, Telenor Denmark. “As we look to the future, we must adapt to meet fluctuating demands and continue to offer new, innovative solutions to our customers. CSG has the proven track record, industry depth and cloud expertise we need to embrace end-to-end digitalisation that will further strengthen our ability to deliver excellent customer service and inspire our customers. It’s an exciting time for Telenor Denmark and this strategic collaboration with CSG brings us one step closer to the future we want to shape for our customers, partners and ourselves.”
As Telenor Denmark and CSG collaborate to make the communication service provider (CSP) a leading digital telco in Denmark, CSG Ascendon, a market-leading AWS cloud-native revenue management platform, with pre-integrated, world-class customer engagement capabilities powered by CSG Xponent, enhance Telenor Denmark’s growth with flexibility, efficiency and intelligence. With CSG’s real-time decisioning engine, Telenor Denmark will deliver better digital experiences across all touchpoints, enhance omnichannel support for all business segments and seize new revenue opportunities. Along with CSG’s industry-leading configure, price and quote capabilities, the two platforms give Telenor Denmark powerful tools to seamlessly bundle offers with partners and create faster, more efficient solutions for its business customers. These improvements make it easy for Telenor Denmark to keep happier, more loyal customers that drive faster revenue for future innovation.
“To come out on top in digital telco commerce, CSPs need business infrastructure that allows them to hit the ground running and wow customers with speed, sophistication and flexibility,” said Ian Waterson, SVP of Go-To-Market, CSG. “As a customer satisfaction leader, Telenor Denmark understands the importance of customer loyalty in driving long-term growth. Their trust in CSG and our industry-leading solutions will elevate customer experience and set Telenor Denmark up for future-ready success.”
Get the facts on CSG Ascendon’s B2C, B2B and B2B2X capabilities and read CSG’s eBook to discover how you can make your CX more proactive, predictive and personalised with data-driven customer communication programs.
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