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
Special Olympics Airlift Takes Flight Nationwide; Dove 1 Arrives at St. Paul Downtown Airport19.6.2026 18:09:00 EEST | Press release
The 2026 Special Olympics Airlift officially took flight today as all participating Cessna, Beechcraft and Hawker aircraft, known as Doves, departed from airports across the country. Dove 1 for arrival day, a Cessna Citation Latitude generously operated by Prent Corporation, landed at St. Paul Downtown Airport (STP) carrying Special Olympic athletes and delegation members, signaling the start of Airlift arrivals for the Special Olympics USA Games. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260619085293/en/ Special Olympics Airlift takes flight nationwide; Dove 1 arrives at St. Paul Downtown Airport (Photo credit: Textron Aviation). The arrival signals the start of the world’s largest cumulative peacetime airlift spanning more than 40 years, a coordinated aviation effort organized by Textron Aviation, a Textron Inc. (NYSE: TXT) company, that transports hundreds of Special Olympics athletes and coaches from multiple states
Record Currency Management Participates in Innovative European Bank for Reconstruction and Development (EBRD) -Backed Mongolian Tugrik Transaction19.6.2026 17:53:00 EEST | Press release
Record Currency Management Ltd (RCM), subsidiary of London-listed Record plc (Record Financial Group), is pleased to announce its participation in an innovative local currency bond transaction issued by the European Bank for Reconstruction and Development (EBRD), supporting the development of Mongolia's capital markets while providing institutional investors with access to attractive frontier market opportunities. RCM is the UK currency management arm of Record Financial Group, the London-listed specialist investment group managing USD 115 billion of assets on behalf of institutional clients worldwide. Record's client base comprises pension funds, foundations, sovereign institutions and other asset managers, with whom the Group has built long-standing relationships through its focus on bespoke investment and risk management solutions. Headquartered in London, Record has offices in Hamburg, Zurich, Zug, New York, and Hong Kong. The investment forms part of Record Financial Group's broad
Plasma One Launches to Herald a New Era of Stablecoin Banking19.6.2026 15:29:00 EEST | Press release
Plasma has today announced the launch of Plasma One, its flagship financial product designed to make digital dollars usable for everyday spending, sending and earning. Plasma One is designed to make stablecoins feel like money, only better - more accessible, reliable and efficient. For years, stablecoin adoption has been held back by a fragmented system and poor user experience. We have seen wallets in one place, exchanges in another, and costly off-ramps standing between digital dollars and daily life. Plasma One brings that experience together in a single app, giving users a simple way to spend, send and earn with stablecoins from one account with zero fees. Headquartered in London, the city that gave rise to Revolut, Wise and Monzo, Plasma is making a bigger bet, that the next generation of consumer banking will be built on stablecoin rails, not legacy banking infrastructure. Underneath Plasma One is the Plasma Network, Plasma’s own blockchain, purpose-built to move stablecoins inst
IQM Appoints Craig Ciesla, Former Illumina VP, as CTO; Inés de Vega Becomes Chief Scientist19.6.2026 10:00:00 EEST | Press release
IQM Quantum Computers, the global leader in superconducting quantum computers, today announced the appointments of Dr. Craig Ciesla as Chief Technology Officer (CTO) and Dr. Inés de Vega as Chief Scientist, as she transitions from her role as Vice President of Quantum Solutions, deepening IQM´s leadership as the company prepares for its planned Nasdaq listing through a merger with Real Asset Acquisition Corp. (Nasdaq: RAAQ). This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260619693929/en/ From left to right: Dr. Inés de Vega, Chief Scientist, and Dr. Craig Ciesla, Chief Technology Officer. Ciesla, an experienced deep tech executive with more than 25 years delivering products across multiple industries from startups to Fortune 500 companies, will advance IQM's technology strategy and drive its implementation into systems and products. De Vega, meanwhile, will be responsible for ensuring scientific feasibility and system-level
Teijin Receives Approval for Additional Indications of XEOMIN ® for Cervical Dystonia and Blepharospasm in Japan19.6.2026 10:00:00 EEST | Press release
Teijin Pharma Limited, the core company of the Teijin Group’s healthcare business, and Merz Therapeutics GmbH, a leading player in neurology-focused specialty pharma, jointly announced today that Japan’s Ministry of Health, Labour and Welfare (MHLW) has approved the additional indications for XEOMIN® (incobotulinumtoxinA) for the treatment of cervical dystonia and blepharospasm. This approval represents the fourth and fifth indications for XEOMIN® authorized in Japan, alongside its existing approvals for the treatment of upper limb spasticity, lower limb spasticity and chronic sialorrhea. Cervical dystonia is a focal dystonia characterized by involuntary contractions of the neck muscles, resulting in abnormal or repetitive movements and postures.1 Blepharospasm is also a focal dystonia, characterized by excessive involuntary contractions of the muscles surrounding the eye.2 Both conditions significantly impact patients’ quality of life. The approval by MHLW is based on Phase III clinic
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