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
PUMA Reveals Its Most Powerful International Football Kit Lineup yet on the Streets of New York City20.3.2026 09:00:00 EET | Press release
Global sports company PUMA unveiled its new national team kits for 11 nations with a street-level event at Domino Square in New York City, that placed football, music, food, and culture at the center stage in a celebration of the game. Rather than launching in a stadium setting or in a cinematic brand film, PUMA chose to reveal the kits in play, worn first by local community players from each nation on the streets of New York. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260320641449/en/ Reinforcing its status as a leading force in football kits at this summer’s competition, PUMA unveiled jerseys for 11 nations, including the most prominent African partner federations of any brand in the tournament, in a community-first celebration of football, music, and culture in New York City. Four continents are united under 11 nations: Portugal, Morocco, Ghana, Paraguay, Senegal, Côte d’Ivoire, Czech Republic, Switzerland, New Zealan
Galderma Publishes Invitation and Agenda for Its 2026 Annual General Meeting20.3.2026 07:55:00 EET | Press release
Galderma Group AG (SIX: GALD), the pure-play dermatology category leader, today published the invitation and agenda for its 2026 Annual General Meeting (AGM), which will be held virtually on April 22, 2026, at 3:00pm CEST. Dividend proposal The Board of Directors proposes a dividend of 0.35 CHF per registered share of Galderma following its record 2025 performance. If approved by shareholders, the dividend will be paid out of reserves from capital contributions and, in accordance with applicable tax regulations, will be free from Swiss withholding tax. Proposed elections to the Board of Directors of Galderma Group AG As previously announced, and in connection with L’Oréal’s increased investment in Galderma, the Board members representing the consortium led by EQT, Michael Bauer and Marcus Brennecke, will not stand for re-election and will step down from the Board at the conclusion of the 2026 AGM. Delphine Viguier-Hovasse, Chief Innovation & Prospective Officer at L’Oréal, and Samuel d
Klarna Card reaches 5 million active customers19.3.2026 16:31:00 EET | Press release
Klarna, the global digital bank and payments provider, today announced that the Klarna Card has reached 5 million active customers globally, underscoring rapid adoption as consumers shift towards new forms of payment which provide more control over day-to-day money management. The card draws from the customer's own funds for everyday spending, with the option to spread the cost of a specific purchase, like a large appliance or a flight, when it makes sense to do so. The result is a card that offers genuine spending control without the long-term debt obligations that come with traditional credit cards. The card’s growth is reinforced by Klarna’s membership program. The program offers premium perks such as airport lounge access, travel insurance, and lifestyle subscriptions — without requiring users to take on debt, meet spending thresholds, or revolve balances. By separating everyday spending from rewards, Klarna is challenging the strings-attached model legacy banks have long relied on
Andersen Consulting Expands Technology Platform in France19.3.2026 15:30:00 EET | Press release
Andersen Consulting expands its digital transformation offering through a Collaboration Agreement with Teolia Consulting, a French firm specializing in project and product management, cloud platform engineering, data transformation, and Atlassian suite integration and adoption. Founded in 2014, Teolia Consulting helps organizations achieve digital performance, from agile methodology to time-to-market solutions. The firm’s expertise is focused on delivering integrated strategies that align technology with organizational change. The firm works across industries including banking, insurance, fashion, and retail, empowering clients to strengthen resilience and accelerate digital maturity. “At Teolia Consulting, we believe that true transformation happens when technology and people evolve together,” said Lucienne Jacquet, managing partner of Teolia. “By collaborating with Andersen Consulting, we not only amplify our impact but also gain access to a worldwide organization of like-minded indi
Stonebranch Releases 2026 Global State of IT Automation Report, Revealing Orchestration as the Missing Link for AI Adoption and Trust19.3.2026 15:30:00 EET | Press release
Stonebranch, a leading provider of service orchestration and automation solutions, today released its annual 2026 Global State of IT Automation Report, the company’s most comprehensive research study to date. Based on responses from 402 IT automation professionals spanning C-suite executives to individual contributors across North America, EMEA, Latin America, and APAC, the report provides a detailed, data-driven portrait of how enterprises are investing in, deploying, and deriving value from IT automation in 2026. “This year’s findings highlight an important shift in how organizations approach automation,” said Giuseppe Damiani, CEO of Stonebranch. “Organizations are now building automation as strategic infrastructure — a governed, scalable foundation that spans hybrid environments, operationalizes AI, and delivers automation-as-a-service to thousands of users across the enterprise. The companies that get orchestration right are not just running more efficient IT operations. They are
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