News Summary:
On September 14, 2026, CSG highlighted the voice channel as the "last line of defense" in customer experience (CX) when self-service options, applications, or chatbots cannot resolve issues, particularly for high-stakes interactions. Previously, on September 11, the company discussed the monetization of 5G network slicing, explaining how operators utilize charging systems and business software to price and bill for virtual network slices configured for specific uses. Earlier, on September 5, a Mobile World Live panel, featuring executives from CSG, Red Hat, and GSMA Intelligence, explored how artificial intelligence (AI) is transforming telco customer care. The discussion noted that AI is reshaping competition as 5G networks achieve similar speeds and coverage, compelling operators to differentiate based on the overall customer experience. Chad Dunavant, CSG's chief strategy and product officer, participated in this panel on September 4, contributing to the discussion on AI as a customer care game-changer. In August, specifically on the 27th, CSG emphasized the critical importance of security in print and mail operations, noting that critical communications frequently contain personal and sensitive data, making security failures a potential compliance, revenue, and operational risk.
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