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
KAYTUS Enhances KSManage with Full-Stack O&M Visibility for AI Data Centers26.2.2026 10:02:00 EET | Press release
As AI data centers scale to support increasingly complex AI workloads, traditional IT monitoring can no longer provide the visibility required for reliable operations. KAYTUS, a leading provider of end-to-end AI and liquid cooling solutions, has significantly upgraded KSManage, introducing full-stack, four-level visibility across components, servers and cabinets, clusters, and AI jobs, to address the challenges of complex troubleshooting, higher component failure rates, intricate application dependencies and delayed responses to operations and maintenance (O&M) incidents generated by demanding AI data center operations. The enhanced platform enables precise fault localization, faster incident response, and proactive operations. With KSManage, KAYTUS helps customers maximize availability, improve operational efficiency, and ensure the stability of mission-critical AI data centers powering next-generation computing. Four Key Challenges Constrain the Operational Efficiency of AI Data Cent
NIPPON KINZOKU to Expand Sales of Ultra-Light Magnesium Alloy Foil: Empowering the Future with Eco-Product26.2.2026 10:01:00 EET | Press release
NIPPON KINZOKU CO., LTD. (TOKYO: 5491) (Headquarters: Minato-ku, Tokyo) is proud to announce a strategic expansion in the sales of its Magnesium Alloy Foil. Positioned as a core "Eco-Product" that contributes to reducing environmental impact, this high-performance material addresses diverse industrial needs by offering the lightest weight among practical metals combined with exceptional vibration-damping properties. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260226621455/en/ Magnesium Alloy Foil (Alloy: AZ31B, Thickness: 0.05 mm, Width: 100 mm) Magnesium alloy is gaining global attention for its incredibly low specific gravity approximately 1/4.5 that of steel and 1/2.5 that of titanium—while maintaining excellent specific strength, stiffness, and damping performance. Target Markets: Beyond mobile PCs and high-end smartphones, we expect significant growth in the expanding XR device market. XR (Extended Reality): A collec
Mobileum Enables GSMA Industry Services’ Launch of VOLTIS 5G Extension, Streamlining Global 5G Roaming Verification26.2.2026 10:00:00 EET | Press release
Mobileum Inc. (“Mobileum”), a leading global provider of analytics and network solutions, today announced its expanded role in enabling GSMA Industry Services’ launch of the VOLTIS (Voice over LTE Interoperability & Testing Service) 5G Extension Verification Program. The new extended program goes beyond the existing VoLTE/IMS verification framework to include 5G readiness verification, providing operators with a standardized path to validate next-generation roaming and interoperability. As an appointed verification partner, Mobileum manages the end-to-end validation process, from test planning and resource validation through test execution, troubleshooting, and final reporting, delivering a streamlined, globally recognized verification experience for operators worldwide. As 5G roaming scales globally, operators face increased complexity in validating VoLTE and 5G interoperability across international partners. The VOLTIS 5G Extension offers a standardized verification path that helps o
Lone Star Agrees to Acquire Central London Office Building26.2.2026 09:51:00 EET | Press release
Lone Star Funds (“Lone Star”) today announced that an affiliate of Lone Star Real Estate Fund VII, L.P. has reached an agreement to acquire 90 Whitfield Street in London, UK from Derwent London. The property, located in central London’s West End sub-market of Fitzrovia, is comprised of 107,000 total square-feet with 99,000 square-feet dedicated to fully developed office space and a retail space on the ground floor of 8,000 square-feet. The building offers highly desirable styling including floor-to-ceiling glazing and generous heights, flexible floor plates, a recently refurbished reception space and large central atrium, and the property’s top floor includes its own privately accessed 900 square-foot rooftop terrace. The asset is also located on an attractive corner position that affronts Tottenham Court Road, one of London’s principal thoroughfares, and is within walking distance of six separate tube stations providing access from across the greater metropolitan area. “We have strong
INNIO signs Definitive Agreement to Acquire Enerflex APAC Operations, Expanding Service Capabilities in the Asia-Pacific Region26.2.2026 08:34:00 EET | Press release
INNIO Group, a leading energy solution and service provider, today announced it has signed a definitive agreement with Enerflex Ltd. (TSX: EFX) (NYSE: EFXT) to acquire their aftermarket business operations in Australia, Thailand and Indonesia. The transaction advances INNIO’s strategy to strengthen its presence in the Asia-Pacific (APAC) region and enhance customer proximity. The transaction is subject to customary closing conditions and regulatory approvals. Closing is expected during the second half of 2026. The Enerflex APAC aftermarket business operates principally in three countries and eight locations. The company offers extensive workshop and office space, as well as a strong installed base. This base is supported by long-term service agreements with major oil and gas companies. Dr. Dennis Schulze, CFO of INNIO Group, commented: “By integrating Enerflex’s expertise in the APAC region, we strengthen our service portfolio, deliver greater customer value, and accelerate growth in A
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