Global CSP Achieves 336% Upsell Lift with Real-Time, Contextual Communications

A wireless CSP operating in over 100 countries. This company strives to deliver increasingly personalized experiences to the customers it serves across its many markets.

When you can send the right upsell offer at the right moment, you make everyday interactions generate major revenue. For communications service providers (CSPs), that requires smart, targeted outreach that feels timely and tailored, not one-size-fits-all offers that get ignored.

A global CSP wanted to grow one of its business segments by increasing upsell success for its existing customer base.

It saw an opportunity here, as it determined it sent too many generic offers over multiple channels—which weren’t converting enough.

The CSP needed a new approach: using intelligent decisioning to identify which messages to send to which audience members to produce the best upsell success rate.

The CSP implemented CSG Xponent as the “air traffic control” system for customer notifications. It sent targeted upsell offers to more than 1 million customers.

By leveraging data across otherwise-siloed sources, the CSP used Xponent to track customers’ journeys, anticipate their needs and deliver the right messages on the right channels.

The CSP could then use machine learning to adapt upsell messages based on customer behavior and analytics, driving increasingly better business results.