CASE STUDY
Reid Jenkins: Asad is absolutely right. Our success depends on the trust we’ ve built with our customers and how we enable them to continue to be successful and grow in an increasingly competitive market. We’ re living in a valuedriven economy where businesses will thrive not because they offer the cheapest product but because of the trust and loyalty they build with their customers.
With Liberty we’ ve put this mission into practice. Our combined expertise helps us deliver bestin-industry customer experiences. As for the next six years we’ re focused on continuing to enable Liberty to provide the best experience to their customers while always focusing on maximum business efficiencies to drive down operational costs.
2. What makes operational agility so crucial in your eyes?
Nabi: Beyond network speed operational speed is now king. Customers today don’ t stand still. The bar in their expectations keeps rising and we constantly need to up our game in offering them personalized customer experiences.
That means adapting our services at pace and at scale. CSG supports us here by helping us constantly innovate our solutions and offer our customers exactly what they need when they need it. This flexibility is a must at a time when customers are‘ always on’.
We spoke with Asad Nabi, CIO, Liberty Puerto Rico and Reid Jenkins, Vice President of Strategic Business, CSG, to explore what it takes to innovate and wow the customer today and what that may look like in 2031.
1. Tell us more about your work together and what you hope to achieve in the next 6 years.
Asad Nabi: Of course, when we first partnered with CSG some 25 years ago telecoms looked very different. Landlines were everywhere data was fixed bills came in envelopes and phones stayed in pockets. But our goal at Liberty Puerto Rico has always remained constant: ensure excellence in our fixed and mobile networks and provide the best customer experience.
With CSG we found harmony in our business goals. Liberty is dedicated to providing seamless reliable experiences that show our customers we care. CSG has always understood the need to build trust which enables us to deliver offerings that keep the customer at the center.
Jenkins: At CSG we’ ve taken the same approach. For us innovation is always key but our goal is simple: focus on the customer.
Operational agility allows CSPs to bring products and services to market faster. Moving quickly allows you to reach B2B and B2C customers with the products and services they need when they need them. It also allows CSPs to take an iterative approach adapting to customer needs in real time which will go a long way in building trust.
3. How will Liberty Puerto Rico customers benefit from continued innovations? Why should they care?
Nabi: We know sometimes the best customer experience means never having to pick up the phone to call support at all and that’ s what we’ re aiming for.
For example the easier we make it for our customers to pay – with clear bills and multiple payment options – the more likely they are to
For us innovation is always key but our goal is simple: focus on the customer.
Reid Jenkins, Vice President of Strategic Business, CSG www. intelligentcio. com
INTELLIGENT CIO LATAM
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