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
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
YES Announces Leadership Transition as Rezwan Lateef Appointed Chief Executive Officer3.12.2025 21:24:00 EET | Press release
YES (Yield Engineering Systems), a leading provider of high-performance process solutions for the semiconductor Advanced Packaging market, today announced that Rezwan Lateef has been appointed Chief Executive Officer. Mr. Lateef previously served as President of YES and has been a key driver of the company’s significant growth, global expansion, and product innovation over the past several years. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251202200541/en/ Rezwan Lateef, CEO of YES. The transition marks a natural progression for the company as it surpasses a key revenue milestone and enters its next phase of scaling with top tier semiconductor and AI computing customers. Rama Alapati, who has served as CEO since 2021, will step into a consulting role to support Mr. Lateef during the transition period and ensure strong organizational continuity. “Rama has played an instrumental role in elevating YES from a promising techno
Doha Debates Examines How Entertainment Shapes Us Today3.12.2025 19:13:00 EET | Press release
Qatar Foundation’s Doha Debates continues its flagship debate series with a new episode that examines how modern entertainment shapes our attention, creativity, and everyday well-being. Moderated by Dareen Abughaida, the debate brings together three influential thinkers to ask whether today’s entertainment landscape is enriching us—or overwhelming us. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251203737439/en/ Doha Debates examines how entertainment shapes us today in a new episode, leading thinkers and students debate whether today’s entertainment elevates us or pulls us into distraction. (Photo: AETOSWire) This week’s debate features Marya Bangee, Senior Advisor at the Pop Culture Collaborative; Dr. Anna Lembke, Professor of Psychiatry at Stanford University and author of Dopamine Nation; and Nicholas Carr, Pulitzer Prize finalist and author of The Shallows. For Bangee, the power of entertainment lies in storytelling t
Vycellix Prepares for First-in-Human Study of Novel Allogeneic Cell Therapy Powered by Its Universal Cell Engineering Platform3.12.2025 19:00:00 EET | Press release
Vycellix, Inc., a biotechnology company developing next-generation allogeneic cell therapies designed to overcome the risk of immune rejection, today announced the successful completion of pre-clinical development for its universal cell engineering platform (VY-UC) with rigorous studies across many donor cell types proving robust immune evasion with functional persistence. The Company is now preparing for first-in-human clinical validation by seeking regulatory approval in Sweden to initiate a Phase 1 study for its lead VY-UC product candidate, a novel, off-the-shelf natural killer (NK) cell therapy (VNK-101) for patients with relapsed or refractory multiple myeloma. VY-UC is a single-step CD45 engager strategy intended to address a central barrier to donor-derived cell therapies, the host immune system’s rapid elimination of allogeneic cells. In pre-clinical studies, VY-UC expression enabled engineered donor cells to evade host cellular immune attack while retaining function, supporti
Pattern Announces Acquisition of ROI Hunter, Connecting Product-Level Advertising and Marketplace Performance for Global Brands3.12.2025 18:01:00 EET | Press release
Pattern Group Inc. (Nasdaq: PTRN), a leader in accelerating brands on global ecommerce marketplaces by leveraging proprietary technology and AI, today announced that it has acquired ROI Hunter a.s., a performance-driven retail media platform for brands and retailers. ROI Hunter integrates product, marketing, and merchandising data into a single source of truth, enabling margin-informed, SKU-level advertising decisions across major walled-garden platforms including Google, Meta, and Snap. The acquisition strengthens Pattern’s position as the world’s leading ecommerce accelerator and expands the company’s AI-driven advertising capabilities across Meta, Google and Snapchat. ROI Hunter brings a defensible, SKU-level data moat anchored in API integrations and more than $1.8B in media managed annually, enabling a uniquely granular view of product-level performance. “We are thrilled to welcome the ROI Hunter team to Pattern,” said Dave Wright, Co-founder and CEO of Pattern. “Their deep techni
DevvStream and Southern Energy Renewables Announce Business Combination Targeting Low-Cost Production of Carbon-Negative SAF and Green Methanol3.12.2025 16:40:00 EET | Press release
DevvStream Corp. (Nasdaq: DEVS) (“DevvStream”), a leading carbon management and environmental-asset monetization firm, and Southern Energy Renewables Inc. (“Southern”), a U.S.-based producer of low-cost fuels made from biomass, with a flagship Louisiana project that plans to utilize regional wood-waste biomass to deliver green methanol and carbon-negative sustainable aviation fuel (“SAF”) at scale, today announced that they have entered into a definitive agreement to combine under a new U.S.-domiciled, Nasdaq-listed company, following customary closing conditions. The new company plans to help aviation and maritime operators meet tightening global mandates from regulations such as ReFuelEU and organizations such as the International Maritime Organization (“IMO”) by creating a U.S.–built, integrated clean‑fuels platform anchored in Louisiana, using domestic feedstock and workforce to produce carbon‑negative SAF and green methanol at commercial scale. Operationally, the combined company
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