CSG Named a Leader for Customer Journey Orchestration by Top Analyst Firm
10.6.2024 17:13:00 EEST | Business Wire | Press release
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
For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.
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
Unleashing GEN4: a New Era of High-performance, Sustainable Electric Racing Begins21.4.2026 18:54:00 EEST | Press release
The Fédération Internationale de l'Automobile (FIA) and Formula E have unleashed the GEN4 car on track in its debut run in the South of France, signalling the beginning of a new era for electric motor sport. This all-new car will be raced in the 2026/27 Season of the ABB FIA Formula E World Championship. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260421618886/en/ Unleashing GEN4: A new era of high-performance, sustainable electric racing begins Capable of speeds over 335kph (208mph), 0-100kph in approximately 1.8s, and 0-200kph in just 4.4s - 1.5s faster than its predecessor. GEN4 produces up to 600kW of power, a 71% increase in base output over GEN3 Evo, and is also the only single-seater with permanent all-wheel drive, promising to deliver the fastest-ever lap times by a Formula E car. As the only all-electric FIA World Championship, GEN4 is both at the pinnacle of motor sport innovation and a testbed for future mobili
Unleashing GEN4: a New Era of High-performance, Sustainable Electric Racing Begins21.4.2026 18:54:00 EEST | Press release
The Fédération Internationale de l'Automobile (FIA) and Formula E have unleashed the GEN4 car on track in its debut run in the South of France, signalling the beginning of a new era for electric motor sport. This all-new car will be raced in the 2026/27 Season of the ABB FIA Formula E World Championship. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260421618886/en/ Unleashing GEN4: A new era of high-performance, sustainable electric racing begins Capable of speeds over 335kph (208mph), 0-100kph in approximately 1.8s, and 0-200kph in just 4.4s - 1.5s faster than its predecessor. GEN4 produces up to 600kW of power, a 71% increase in base output over GEN3 Evo, and is also the only single-seater with permanent all-wheel drive, promising to deliver the fastest-ever lap times by a Formula E car. As the only all-electric FIA World Championship, GEN4 is both at the pinnacle of motor sport innovation and a testbed for future mobili
Resale on the Rise: Klarna's Resell Feature Grows 75% as Consumers Put Real Money Back in Their Pockets21.4.2026 18:00:00 EEST | Press release
New data from Klarna,the global digital bank and flexible payments provider, reveals that its in-app resell feature is gaining significant momentum:listings created through the app grew by up to 75% over the past 13 months*, as consumers increasingly turn to resale as a way to earn real money from items they already own. The data points to a broader shift in financial behaviour: consumers are increasingly treating the things they own not as fixed costs, but as assets with ongoing value. Reselling is becoming routine, not a one-off First launched in Sweden in 2022, Klarna's resell feature is now available across 15 markets, letting users list items for resale directly from their purchase history via leading resale marketplaces such as eBay, Poshmark and Tradera. No need to remember what they paid, find the receipt, or switch to another app. Klarna pre-fills key listing details, making the process as frictionless as possible. It is a convenience that is clearly resonating: returning user
Resale on the Rise: Klarna's Resell Feature Grows 75% as Consumers Put Real Money Back in Their Pockets21.4.2026 18:00:00 EEST | Press release
New data from Klarna,the global digital bank and flexible payments provider, reveals that its in-app resell feature is gaining significant momentum:listings created through the app grew by up to 75% over the past 13 months*, as consumers increasingly turn to resale as a way to earn real money from items they already own. The data points to a broader shift in financial behaviour: consumers are increasingly treating the things they own not as fixed costs, but as assets with ongoing value. Reselling is becoming routine, not a one-off First launched in Sweden in 2022, Klarna's resell feature is now available across 15 markets, letting users list items for resale directly from their purchase history via leading resale marketplaces such as eBay, Poshmark and Tradera. No need to remember what they paid, find the receipt, or switch to another app. Klarna pre-fills key listing details, making the process as frictionless as possible. It is a convenience that is clearly resonating: returning user
Frasca Pilatus PC-12 PRO Flight Training Device Receives FOCA Qualification21.4.2026 17:05:00 EEST | Press release
Frasca International, Inc., a FlightSafety International company and global leader in flight simulation, today announced that its Pilatus PC-12 PRO Flight Simulation Training Device (FSTD) received Level 2 Flight Training Device (FTD2) and Flight and Navigation Procedures Trainer (FNPT II) qualification from Switzerland’s Federal Office of Civil Aviation (FOCA). Frasca is the first to develop a PC-12 PRO training device. The device equipped with Garmin’s G3000 PRIME Avionics suite is installed at Pilatus Aircraft Ltd headquarters in Stans, Switzerland, where it will support training for the next generation of PC-12 pilots. The qualification enables pilots to complete a wide range of instruments, procedural and advanced systems training in a highly immersive environment that mirrors the capabilities of the aircraft. “The PC-12 PRO leads the way with advanced features, and we’re proud to produce a state-of-the-art simulator that allows pilots to seamlessly transition from the FTD to the
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