Interview: Kent Steffen, CSG

Can you tell us a little bit about the formation and early years of the CSG?
CSG began in 1982 as a division of a payment processing company. In 1994, the company became an independent entity and was the second largest billing services provider for the U.S. cable television industry.

After its IPO in 1996, CSG began to grow quickly as the convergence of phone, internet, on-demand movies and other services created more complex billing arrangements between telecommunications companies and consumers, which increased need for CSG’s billing and customer care solutions and services.

CSG continues to work with its customers on the intricacies of billing as IoT, partner ecosystems and multi-dimensional business models become a standard part of conducting business today in addition to providing OTT, customer experience and other solutions that untangle the ever-growing complexity of communications and digital services.

In what primary ways has CSG’s approach to revenue management, customer experience and digital monetisation solutions changed in recent years?
The inherent nature of the digital economy is driving focus on these areas in particular, as customer expectations no matter who your customers are – from consumers, to vendors, to partners – have become central to business strategies. And without customer loyalty there’s no opportunity for…