Insights Blog

Looking Ahead to Mobile World Congress: 3 Trends CSPs Face in Digital Economy


For about 80,000 people in the mobile industry, the end of February and early March is an exciting time when Mobile World Congress pulls us to Spain to immerse ourselves in the mobile experience, learning from industry experts, providers and vendors about cutting-edge trends and products.

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Single-Hub for Content: Why App Stores are a Model for Cable Providers

 Like many consumers, I review my card statements monthly to make sure everything is on track. Last month, I couldn’t help but notice the sheer number of content services I’m subscribed to. From Spotify to HBO Now, from Netflix to Hulu to Showtime, you name it, I’m probably subscribed to it (on top of my cable package). That’s a lot of recurring payments to stay on top of every month, not to mention the fact that as a consumer of content, it’s a bit of a disjointed experience, shifting from one app to another or trying to remember which movie or TV show is available where.

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B2B2X, IoT and CX: Cutting through Alphabet Soup to See What’s Next in 2017

Posted by Ken Kennedy on January 23, 2017 Topics: Cable services, Customer Experience, CSPs, Internet of Things

As 2017 is kicking off, I’m reflecting on what a big year it will be for communication service providers. The competition to introduce new digital services and improve the customer experience has never been more intense. Balancing the need to transform business models for the customers of tomorrow with still maintaining traditional lines of effort is challenging, to say the least.

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No Bank Account to Pay for Digital Services? No Problem!

Posted by Chad Dunavant on July 10, 2015 Topics: CSPs, Digital Consumer, Digital Services

Virtually everywhere you look, the digital world is creating opportunities for communications service providers (CSPs) to make more money on content, and also, to find clever new ways for consumers to pay for it.

Particularly for younger generations who prefer to manage their finances through mobile devices than in front of a bank teller—the unglamorous notion of being able to take a payment in multiple ways is quickly becoming one of the most critical components of a CSPs digital strategy.

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No Shortage of Advice for ‘Flatlining’ CSPs that Urgently Need to Transform their Business

Posted by Jeremy Cowan on September 30, 2014 Topics: CSPs, Innovation

It’s funny how the dynamics of a conference can change so quickly. Any CSP that only attended Day One of the CSG International EMEA* Conference in Athens last week could have left with the wrong idea entirely, and would have missed many of the ideas on how to transform their telco for the better.

During my time as Chairman of the conference in Athens, what started as an assessment of the challenges facing Communication Service Providers (mainly telcos and cable operators) morphed into a blueprint for future success. Telco representatives who left too early, however, may have done so with the intention of falling on their blunted pencils in an act of despair.

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Real-Time Convergent Charging and Policy Drives Next Wave of Innovation

It was just 18 months ago that TM Forum research revealed that none of the CSPs polled in its survey had fully implemented real-time charging, much less combined charging and policy, to tap into the growing potential of OTT revenue streams.

So here we are 18 months later and TM Forum reports a much different picture. Its new global research says that 95 percent of CSPs agree or strongly agree that they cannot remain competitive without implementing real time convergent charging (RTCC) and policy management. While it looks like a dramatic shift, it’s not surprising to me given the work we’re doing with our market-leading customers.

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For CSPs, a Multitude of Partners Means a Multitude of new Demands

In my neck of the woods (I live in Australia), Telstra is one of the providers that is frequently called out as leading the charge in delivering digital services. A quick look at their website reveals a plethora of choices for consumer and business customers alike – from video-on-demand and TV anywhere to M2M tracking solutions and Telehealth services.  As Digital Service Providers go, they’re right up there.

But they’re not providing these services and solutions alone. As Telstra are doing, many CSPs are sourcing digital services from partners. After all, they can't bring them all to market from internal sources, and partnering is probably the quickest and easiest way to work with a third party (compared say with M&A or even joint ventures).

We're finding that as CSPs enter into more partnerships, they're encountering a number of unexpected challenges…

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Small but Mighty: SMBs Require a Custom Approach from their CSP

Posted by Siobhan Ryley on June 11, 2014 Topics: Customer Experience, CSPs

What do Latvia, Sweden, China and Brazil have in common? The answer is only people in these four countries out of 40 surveyed responded it was feasible to be self-employed. For the rest of us, it seems, it’s just all too hard. And no wonder, when three quarters of small business owners say they fill between 3 and 6 different roles every day. Personalizing the offers – and experience – of SMBs will attract and retain this valuable customer segment.
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What’s a CSPs Best Policy in a Virtualised World?

Posted by Robert Machin on May 27, 2014 Topics: Business Support Systems (BSS), CSPs

Policy control and charging (PCC) is now an accepted part of the Communications Service Provider (CSP) landscape, both controlling access to services and resources and encouraging their use. But how well does PCC fit with the new trend towards Network Functions Virtualisation (NFV)? Can PCC and NFV act together to give CSPs the agility they need to meet customer expectations? Or will virtualisation’s shortcomings undermine the customer responsiveness that PCC now allows?

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How do CSPs Compete in the Age of the Customer?

Posted by Dale Knipp on May 22, 2014 Topics: Customer Experience, CSPs

America’s fast food chain Burger King was once known for its slogan, “Have it Your Way.” Back in the 80s, the idea of personalizing your burger was an entirely new concept. Today, “having it your way” is the norm, not the exception—everywhere we turn as consumers, we are told we canhave it “our way.” From our half-decaf, half soy Venti latte to the TV shows we watch on our phone to our favorite music, we have grown accustomed to getting virtually everything just the way we want it. And now we want the service and customer experience “our way” as well…

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