CSG Named a Leader for Customer Journey Orchestration by Top Analyst Firm
As customer expectations grow and competition widens, it’s critical for brands to meet customers where they are in the moments that matter. As a Leader in The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024, released today, CSG® (NASDAQ: CSGS) helps some of the world’s most recognizable brands turn customer insights into action. CSG Xponent, a best-in-class customer engagement platform, received the highest scores possible in 16 of the 30 total Forrester Wave™ criteria, including customer journey analytics, cross-journey orchestration and real-time decisioning.
“Big brands rely on us now more than ever to help them take control of their data to actively manage the customer journey rather than watching it play out from the sidelines,” said Mark Smith, senior vice president of Customer Experience, CSG. “Our recognition as a Leader in The Forrester Wave Journey Orchestration report marks a milestone for us in our continued mission to be customer-obsessed, data-driven and agile. Journey orchestration, including real-time decisioning and predictive journey AI, is at the heart of CSG Xponent and a powerful differentiator for longtime customers as they look to bolster business growth, earn loyalty and delight both customers and employees.”
The Forrester Wave™: Customer Journey Orchestration Platforms states that, “CSG is a good fit for companies and CX consultancies looking for industry tailored maturity models, deep data capabilities, and journey-based AI products in the telecommunications, financial services, healthcare and retail industries.”
Case in point: CSG Xponent helps a major American financial services provider orchestrate its lead assignment process and optimize the customer and employee experience. The company taps into CSG Xponent’s journey orchestration capabilities to fine-tune the flow of leads to the right insurance agent based on customer history, intent and agent capacity. The platform matches the customer to the best agent using intelligent, real-time decisioning and listening, then instantly notifies the agent through the company’s communication network. CSG Xponent helps the financial services giant assign more than 500,000 leads annually, which meaningfully bolsters sales results, supports employee bandwidth, accelerates response time and creates a seamless customer experience across channels. This resounding success has led the company to implement several other enhancements to the customer and employee experience built on CSG Xponent.
CSG earned the highest possible scores across 16 criteria in The Forrester Wave™ Customer Journey Orchestration report, including:
- Real-time decisioning: The core capability of CSG Xponent is a massively scalable, real-time decisioning engine that can support 1,000+ complex decisions per second.
- Connecting data across sources: “Being able to consolidate data sources is something that many claim but few truly achieve, we were able to achieve that because of CSG Xponent,” said one reference customer. “This comes with instantaneous impact to the business as we see in real time how actions taken directly impact customer behavior.”
- Predictive journey AI: In an age of AI promises, CSG has prioritized the responsible, pragmatic use of AI and machine learning to improvise and adapt to the customer in real time to optimize outcomes.
Read Forrester’s analysis of “the nine providers that matter most” in The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024 report.
About CSG
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. Our customer experience, billing and payments solutions help companies of any size make money and make a difference. With our SaaS solutions, company leaders can take control of their future and tap into guidance along the way from our fiercely committed and forward-thinking CSGers around the world.
Want to be future-ready and a change-maker like the global brands that trust CSG? Visit csgi.com to learn more.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240610869246/en/
Contact information
Julia Dakhlia
Public Relations
+1 (402) 431-7376
Julia.dakhlia@csgi.com
John Rea
Investor Relations
+1 (210) 687-4409
john.rea@csgi.com
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Kinaxis Announces Board Transitions and Management Update2.1.2025 13:00:00 CET | Press Release
Kinaxis® Inc. (“Kinaxis ” or the “Company ”) (TSX: KXS), a global leader in end-to-end supply chain orchestration, has, effective January 1, appointed Lynn Loewen to the Company’s Board of Directors and member of the Audit Committee. Due to current commitments, Betsy Rafael will not be seeking re-election to the Board at the 2025 annual general meeting. “I’m pleased to add an exceptionally qualified Director in Lynn, who will ensure we maintain the strength of the audit oversight function, while bolstering the Board in a number of ways,” said Robert (Bob) Courteau, chair and interim chief executive officer. “Betsy has been an exceptional board member and we fully respect that she has several other professional and personal commitments that are taking her time. We appreciate her significant efforts and contributions and wish her the very best.” Ms. Loewen is an accomplished business leader who has held several leadership positions, including at Bell Canada and Air Canada Jazz, as well a
Computershare Acquires CMi2i2.1.2025 12:09:00 CET | Press Release
Computershare Limited (ASX: CPU) has announced that it has acquired CMi2i Limited. CMi2i provides independent and trusted advice to boards, executives and advisors of some of the largest public companies around the world. The company’s investor intelligence services, including its bondholder offering, help companies to identify and engage with investors on complex, contested and high stakes issues. It employs around 20 people in London and has a presence in New York, Milan and Madrid. Fiona Chalmers, CEO Issuer Services at Computershare said: “Bringing CMi2i into the Computershare Group is an exciting development that will enhance our investor relations offering to clients. “The acquisition further demonstrates our commitment to giving companies around the world the edge in the increasingly crucial area of shareholder engagement and ownership intelligence. “CMi2i’s approach to capital markets is very well respected, and their services and systems will complement our wider offering very
Aeromexico Named the Most On-Time Global Airline in 2024:2.1.2025 11:00:00 CET | Press Release
Cirium, the world’s most trusted source of aviation analytics, today announced the winners of its 2024 On-Time Performance Review, celebrating airlines and airports that excelled in on-time and operational performance. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250101214982/en/ Cirium On-Time Performance Review 2024 (Photo: Business Wire) Cirium’s Annual report is the gold standard for global airline and airport performance analytics. An on-time flight is defined as a flight that arrives within 14:59 minutes of the scheduled gate arrival time. Airports measure punctuality as departing flights within 14:59 minutes of their scheduled departure time. Mexico’s Flag Carrier Tops Global Rankings Aeromexico claimed the prestigious title of the most On-Time “Global Airline” in 2024, achieving an impressive On-Time performance rate of 86.70%. Saudia followed closely as the runner-up with 86.35%, while Delta Air Lines secured thir
PQE Group Joins Project-COMFORT to Advance Patient-Centric Blood Collection and Diagnostics30.12.2024 07:50:00 CET | Press Release
PQE Group, a global consulting firm specializing in Life Sciences, is proud to contribute its expertise as a strategic partner in the Project-COMFORT consortium. This innovative public-private partnership, funded by Horizon Europe and supported by the Innovative Health Initiative Joint Undertaking (IHI JU), officially launched in November 2024, marking a transformative shift in blood collection and diagnostics. The ambitious 42-month project brings together 51 organizations from a broad spectrum of sectors, including academia, research institutions, hospitals, foundations, SMEs, medical technology, and pharmaceutical companies, all united by the mission to simplify, reduce the invasiveness of, and increase accessibility to blood collection through cutting-edge, patient-centered microsampling technology. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20241229266268/en/ Follow Project-Comfort LinkedIn Page: https://www.linkedin.
Medical-Fish-Skin Company Kerecis Expands Silicone Fish-Skin Combination Product Range for Surgical and Trauma Wound with SurgiClose® Silicone27.12.2024 20:00:00 CET | Press Release
Kerecis, the company pioneering the use of sustainably sourced fish skin and fatty acids in cellular therapy and tissue regeneration and protection, today announced the availability of SurgiClose® Silicone, which combines a fish-skin graft and silicone backing for efficient treatment of surgical and trauma wounds. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20241227975454/en/ SurgiClose® Silicone (Photo: Business Wire) SurgiClose® Silicone is a part of the SurgiClose® product family, which is intact fish-skin intended for the management of trauma wounds and surgical wounds in the operating room. The new product is available in two variations, SurgiClose® Silicone Adhesive with borders that overlap the fish-skin underneath and SurgiClose® Silicone Standard with non-overlapping borders. “Applying Kerecis fish-skin to a surgical or trauma wound is a multi-step process that often requires supporting products such as sutures, st
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom