Insights

CSG Insights is a collection of viewpoints and inspiration for service providers competing in the digital world.
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YOUR BURNING CX QUESTIONS ANSWERED

Companies have more data and resources than ever to create seamless customer experiences (CX). But according to a Forrester Consulting study commissioned by CSG, only 51 percent of companies can custo ...

Serverless Saves—Why the Future of the Telecom Industry Lies in the Cloud

Cellular and data volumes have surged during the coronavirus pandemic. According to Comscore, in-home data usage increased by 18 percent in mid-March 2020 compared to March 2019. There was also a 34 p ...

Conversational AI vs. Chatbots—What’s the Difference?

What is a chatbot? A: A sophisticated artificial intelligence interface that engages customers in human-like conversation. or B: A glorified FAQ that recites canned answers to a limited set of questio ...

Satellite Connectivity: When Mobile Goes Global

Over the next three to five years, thousands of next-generation satellites will be deployed worldwide. Low earth-orbiting (LEO) satellites will be a fraction of the size and cost from previous generat ...

[INFOGRAPHIC] THE GAP TO GREAT CX

More than ever, customers are basing their buying decisions on customer experience (CX), and they have forced companies to act. Companies are now investing more resources in CX initiatives, and they p ...

4 Ways Conversational AI Can Support Your Contact Center

Companies are embracing artificial intelligence (AI) technology in a variety of settings, but one part of the business—the contact center—is receiving extra AI investment. The contact center AI ma ...