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
Faire Marks Five Years of Growth Outside North America: Over 100,000 Retailers, 50,000 Brands, and More Than One in Four Brands Now Selling Across Borders11.6.2026 12:05:00 EEST | Press release
Five years after launching outside North America, Faire’s community of more than 100,000 retailers and 50,000 brands across 30+ countries in Europe, Australia, and New Zealand shows a retail sector that is innovating and thriving, well beyond the big cities. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260611115823/en/ Faire Celebrates 5 Years of Growth in Europe "It has been a phenomenal five years for Faire internationally, and the opportunity ahead has never been clearer,” said Olivier Buffon, VP and Head of International at Faire. “Europe represents a retail market comparable in scale to North America, and the challenges Faire was built to solve exist wherever independent retail exists. A global platform is more valuable for everyone, and we’re so proud to support businesses becoming more confident and more global in how they buy and sell.” A Retailer Network Spanning Tens of Thousands of Towns Independent retail is al
Stallergenes Greer Will Present New Evidence on Long-term Outcomes in Allergen Immunotherapy at EAACI 202611.6.2026 11:09:00 EEST | Press release
Stallergenes Greer, a global leader in allergy care, will present new clinical evidence and scientific advances in allergen immunotherapy (AIT) at the European Academy of Allergy and Clinical Immunology (EAACI) congress, taking place from June 12 to 15 in Istanbul, Turkey. The company will host a scientific symposium entitled “From Nobel Prize discovery to AIT clinical evidence: Shaping pathways to respiratory allergy remission.”Three leading international experts will explore how landmark breakthroughs in immunology have deepened our understanding of immune tolerance, presenting emerging data on remission and long-term outcomes in respiratory allergy. Together, these insights reinforce AIT’s disease-modifying potential and its growing role in personalised medicine. “EAACI 2026 is an exceptional forum for the global allergy community to exchange knowledge and advance the field. Stallergenes Greer is proud contribute to these conversations, bringing together world-leading experts in pur
NIPPON KINZOKU’s “FINE PIPE” Series Welded Drawn Pipes Outperforming Seamless Pipes11.6.2026 11:01:00 EEST | Press release
NIPPON KINZOKU CO., LTD. (TOKYO:5491) (Headquarters: Minato-ku, Tokyo) has commercialized its “FINE PIPE” series *1, -welded drawn pipes that outperform traditional seamless pipes. By leveraging its unique expertise as a material manufacturer and proprietary processing technologies (welding, drawing, and annealing), the company delivers high-quality, eco-friendly, and cost-effective solutions. FINE PIPE is already widely adopted across various sectors, including automotive parts, measuring instruments, and industrial equipment, to meet the most demanding precision requirements. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260611874307/en/ In response to the growing demand for higher performance and faster processing in analytical and medical devices, NIPPON KINZOKU has developed two innovative products based on its FINE PIPE technology: "High-Precision Inner Surface" small-diameter tubes and "FINE PEEK-ST" stainless steel
Comrade Trustee Services goes live with Smartstream’s Air, the AI reconciliation and data automation solution11.6.2026 10:55:00 EEST | Press release
Smartstream, the trusted data solutions provider for leading global financial institutions and enterprises, today announces that Comrade Trustee Services Limited (CTSL), trustee for the Defence Force Retirement Benefit Fund in Papua New Guinea, has gone live with Smartstream’s Air, the AI reconciliation and data automation solution – cutting processing times from eight hours to under five minutes. The go-live delivers a fully automated, straight-through reconciliation workflow, enabling CTSL to significantly improve operational efficiency, accuracy and auditability. CTSL operates in a complex data environment, reconciling multiple file types, including fixed-length files and PDFs, requiring advanced matching logic. To manage this and scale, CTSL adopted Air for its ability to handle diverse data structures, custom integrations, and ETL-based transformations, delivering high automation and match rates. This has replaced manual data collection and Excel pre-processing, cutting processing
Wolters Kluwer enhances its Libra legal AI workspace in Italy by adding content specializations for One and integrating with Kleos11.6.2026 10:00:00 EEST | Press release
Wolters Kluwer Legal & Regulatory announced today new content and feature integrations in its legal AI workspace Libra by Wolters Kluwer for the Italian market. Customers will have access to additional expert-generated content in compliance, criminal law and tax law, and profit from the integration with Kleos, the cloud-based practice management solution for law firms. Designed to support the daily work of legal professionals, Libra by Wolters Kluwer combines advanced AI functionalities with trusted sources and authoritative, author-generated legal content. Within a single environment, it enables research, analysis and drafting activities based on reliable sources, while maintaining full control over results and quality. By integrating additional expert content from One, Wolters Kluwer’s leading legal research platform, Libra offers even more focused and up-to-date content, enabling more precise analysis of specific topics, and foster direct integration between legal research and opera
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