Insights

CSG Insights is a collection of viewpoints and inspiration for service providers competing in the digital world.
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5 Ways to Deliver A Great Customer Experience to Millennials

Having grown up in a technology-driven, instant gratification world, Millennials are quick to distinguish between companies that provide poor or high-quality customer experience. Millennials’ expect ...

5G Market Disruption Demands Pricing Innovation from the Get-Go

Digital disruptors like Amazon, Uber and Airbnb baked pricing innovation into the core of their business model—and did it from the start. They understood how to price different offers for different ...

Lessons You Can Learn from Jeopardy Phenom James Holzhauer About Data-Driven Customer Experience

It’s been an American staple for more than five decades, but this classic game show has never been hotter; even beating the highly anticipated Game of Thrones finale in live-linear viewership. So, w ...

The Evolution of Customer Experience: From Personalization to Journey Orchestration

Customers see your company as a single entity, not a collection of loosely connected departments, so talking to them in a single voice is vital. Many companies have taken the first step towards achiev ...

Day 1: Pay TV Operators Discuss the Future of Television

Consumers don’t watch TV like they used to—and pay TV operators know it. Over-the-top (OTT) subscriptions are on the rise and pay TV subscriptions are trending downward, making customer retention ...

Omnichannel Lessons from Coffee Companies

Think about the last time you visited Starbucks. Did you pay with cash or with the app? If you’re like 40 percent of people, you used the mobile app—and you benefitted from Starbuck’s omnichanne ...