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
Lineage Announces Closing of Initial Public Offering26.7.2024 23:19:00 CEST | Press release
Lineage, Inc. (the “Company”) (Nasdaq: LINE) today announced the closing of its underwritten initial public offering of 56,882,051 shares of its common stock at a public offering price of $78.00 per share. The net proceeds from the offering were approximately $4.2 billion, after deducting underwriting discounts and commissions and estimated expenses payable by the Company. The Company intends to use the net proceeds received from the offering to repay borrowings outstanding under its delayed draw term loan, repay borrowings outstanding under its revolving credit facility, fund one-time cash grants to certain of its employees in connection with this offering and estimated cash to pay tax withholding obligations associated with stock grants and redeem its Series A preferred stock. Following such uses, the Company expects to use the remaining net proceeds for general corporate purposes, which may include the repayment of additional borrowings outstanding under its revolving credit facilit
Introducing LEDGER FLEX — Easy, Secure Self-Custody, Free From Compromise26.7.2024 17:15:00 CEST | Press release
Ledger, the world leader in Digital Asset security for consumers and enterprises, today launched for sale Ledger Flex, its second new product launch in 2024. Released during Ledger’s tenth anniversary, Ledger Flex and the previously released Ledger Stax mark the inception of a new generation of Ledger hardware, featuring secure E Ink® touchscreen displays powered by Ledger’s Secure OS. Ledger Flex is available to purchase today on Ledger.com and through our retail partners around the world for $249, shipping immediately. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240726882083/en/ Ledger Flex™ (Photo: Business Wire) Ledger Flex marks the new standard for Ledger devices, featuring NFC and a secure E Ink® touchscreen, at an attractive price point. Ledger Flex is an homage to the iconic black and steel motif featured on Ledger devices for a decade, a reminder of Ledger’s heritage of uncompromising security. Its high-resoluti
LambdaTest Unveils Live Inspect for Enhanced App Automation Testing26.7.2024 17:00:00 CEST | Press release
LambdaTest, a leading cloud-based unified testing platform, introduces its latest offering, the Live Inspect feature for app automation testing. This tool empowers developers and testers to optimize their app automation processes with unparalleled live debugging capabilities directly from the LambdaTest automation dashboard. The Live Inspect feature allows users to interact with their automated test devices in real time, enhancing the efficiency and effectiveness of automated tests. With features such as real-time navigation, detailed UI element inspection, and screenshot capture, teams can now troubleshoot issues directly as they arise with their automation scripts, moving beyond mere video playback to active engagement with their applications. LambdaTest’s Live Inspect features include real-time interaction, which allows users to navigate their apps, inspect UI elements, capture screenshots, and generate unique custom xpaths while the automation script runs seamlessly. The enhanced U
Radico Khaitan comes onboard as the Official Partner for the first India House at The Paris 2024 Olympics26.7.2024 15:04:00 CEST | Press release
India House, the inaugural country house for the nation at the Paris 2024 Olympic Games, announces Radico Khaitan as the Official Partner. India House will serve as a home away from home for athletes as well as fans, commemorating 100 years since India first competed at the Olympic Games under the Indian Olympic Association in 1920. Radico Khaitan’s alliance with India House reaffirms the Company’s deep-rooted commitment to India’s growth and its vision to showcase the nation’s rich heritage and luxurious culture to the global audience. With a surge in sporting enthusiasm across India, it becomes imperative to empower our athletes and celebrate their success wherever they compete. Radico Khaitan is dedicated to boosting national morale at the Olympics and championing our athletes on the grand global stage. Through its contributions to India House, Radico Khaitan aims to spotlight India's opulence, culture, and legacy, fostering solidarity and pride among Indians worldwide in support of
Fujirebio Launches the Fully Automated Lumipulse ® G GFAP Assay for Research Use Only and Further Strengthens its Neuro Test Menu26.7.2024 13:00:00 CEST | Press release
H.U. Group Holdings Inc. and its wholly-owned subsidiary Fujirebio today announced the availability of the Lumipulse G GFAP assay for the fully automated, random-access LUMIPULSE® G immunoassay systems. The Research Use Only (RUO) assay is now available in the United States, and it will be available in Japan, Europe and other regions* as of September this year. The Chemiluminescent Enzyme Immunoassay (CLEIA) test allows for the quantitative measurement of glial fibrillary acidic protein (GFAP) in human plasma and serum in just 35 minutes. “In 2023 we already introduced two new important neuro assays for RUO-based detection of Neurofilament Light (NfL) and pTau 217,” said Goki Ishikawa, President and CEO of Fujirebio Holdings, Inc. “We continue our engagement in biomarker-based testing for neurological diseases with the Lumipulse G GFAP, affirming our commitment to play an essential partnering role in both research and clinical routine.” The Lumipulse G GFAP assay will allow the scienti
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