Media Coverage

In this exclusive interview at DTW-Ignite 2024, CSG SVP of Product Management Sean Casey speaks about the company’s place within the AI-telco ecosystem.

If any department reported that they were only able to access a third of a new investment, it would be considered a failure, right? That situation is a reality in MarTech.

You’ve probably seen these stats: happy employees fuel a stronger bottom line, and can help create happier customers, who in turn will create better business results. In fact, when focused on providing a good employee experience, some organizations saw an immediate return on investment of up to 150%.

Stagnant B2C revenues are pushing CSPs towards B2B opportunities. To capitalize on these and deliver enriched connectivity solutions, they need to be able to navigate complex partnerships and find ways to streamline processes to support current and emerging business needs.

With wave after wave of cloud-based innovations and new AI solutions sweeping across the CX space, customer journey orchestration has never been so crucial. Recognizing this, more CX vendors have moved further into the field.

AI and GenAI already have had a great impact on the telecom industry. They’ve been particularly impactful for customer engagement, where the evolution of customer journey analytics allows CSPs to predict customer concerns and solve potential issues before they even arise.