Liberty Puerto Rico and CSG have extended their partnership for six years with a shared mission to elevate customer experience across the telecoms sector.
Liberty Puerto Rico, the island’s communications powerhouse and CSG, a SaaS platform company for billing customer experience and payments solutions, have announced a six-year extension to their decades-long business relationship.
Few industries have undergone more transformation in the last three decades than telecoms. As competition intensifies, focus has shifted to competing and winning with the best customer experience.
So, what does a value-driven economy mean for a critical industry like telecoms?
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.
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 value-driven 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 best-in-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’.
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 pay on time. Not only does this create a more reliable revenue stream but by making our customers’ lives stress-free we’re giving them one less reason to switch providers.
Jenkins: I agree with Asad the best customer experience is often the experience that goes unnoticed. Leveraging data to understand your customers better and interacting with them on their terms is a huge part of building trust with them. Asad brings up a great example of billing transparency and payment flexibility where Liberty has created an exceptional experience with their customers interacting with them how they want when they want and through the channels they want.
A big part of that trust equation is also data security. Customers trust CSPs with their most sensitive data and their loyalty relies on knowing they are in safe hands. Liberty has continued to evolve their payment channels to enable integrated platforms to communicate securely and protect sensitive data.
4 | Especially given the rapid pace of change in telecoms what does a perfect subscriber experience look like to you?
Jenkins: Being proactive and understanding the customer is absolutely key in the subscriber experience. In the traditional formula something breaks the customer contacts the provider the support team helps fix it. But by then customers are frustrated and we’ve already eroded their trust.
Prevention is a far better approach. CSPs often already have the intelligence they need but it’s locked away in siloes rather than serving their customers in real time. We work closely with CSPs like Liberty to unlock the value of their data so they can anticipate customers’ questions before they have to ask.
Nabi: We often find our answers in better data. The challenge is ensuring our customer service teams can see what they need when they need it. For example, not trying to upsell to a customer who hasn’t paid their bill in 30 days.
With connected systems we can offer our customers an upgrade just before they run out of data. We can proactively explain a billing change before it hits their statement. In doing so we’ll save both our customers and our business time and money.
5 | Looking ahead what market shifts do you anticipate in the next 5-6 years in Puerto Rico and globally? How are you preparing for them today?
Nabi: In 2026 and beyond I feel we’re going to see an even greater intensification of market competition. The customer experience will matter more than ever as customers continue to get more options. That’s why we’re focusing our efforts on value speed and agility to deliver more faster to our enterprise and residential customers.
Jenkins: Across the telecoms industry we’ll see the work continue to break data systems and processes out of siloes as CSPs look to create personalized seamless experiences for their customers across all lines of business. This plays into the AI opportunity as well as CSPs hone their value propositions for the age of AI. With a stronger data foundation CSPs can see beyond the hype to understand where AI will deliver true ROI for their business and their customers.
Of course, customer experience will continue to lead the way. We now live in a world where customers expect their service providers to provide the best experience not only compared with other CSPs but across any industry. It should be as easy to start a new Internet plan as it is to order an Uber.
