Business Wire

CO-CSG

Share
CSG Premieres 2024 State of the Customer Experience Report; Small, Effortless Moments Win Audiences Over Epic Journeys

CSG® (NASDAQ: CSGS), a leading SaaS platform company helping brands make ordinary customer and employee experiences extraordinary, today released The 2024 State of the Customer Experience Report. Backed by industry research, internal data, expert testimonial and customer initiatives, the report identifies surprising twists in the traditional CX playbook and offers actionable strategies for brands to roll out the red carpet for their customers to win long-term loyalty. It shines the spotlight on a new status quo: the pressure on brand leaders to take a data-driven, future-focused approach to the customer journey and prove faster return on investment (ROI) of their projects.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240306990075/en/

To view this piece of content from mms.businesswire.com, please give your consent at the top of this page.

CSG Premieres 2024 State of the Customer Experience Report (Graphic: CSG)

“We’re seeing a transformational shift in the way customers interact with businesses, driven by their heightened expectations and the breakout role of new, sophisticated technologies,” said Liz Bauer, EVP and chief experience officer, CSG. “As personalized, effortless and engaging customer experiences become table stakes, the traditional script that once guided CX strategies is being rewritten. Brands must make way for innovative approaches that are centered around digital intelligence and actionable insights.”

The 2024 State of the Customer Experience Report highlights five pivotal shifts in the CX playbook:

  1. Effortless experiences win big. Less is more; customers appreciate quick, simple interactions that get the job done, even if they lack glitz and glam. In fact, an extraordinary experience can be one that is so easy, it’s forgettable.

  2. Flashforwards are as important as flashbacks. CX-savvy brands have a wealth of 360-degree customer profiles that can tell them what customers have done in the past. But it’s not enough to know what customers did. Now, they need to predict what each customer will do next – and plan the right actions to help customers do so effortlessly.

  3. IT joins the cast. As marketers and CX teams look to unify data siloed across their tech stack, IT will become a recurring character, offering the technical skillset needed to help unify disparate systems, support cybersecurity fortification and boost data-driven decision-making.

  4. Not every channel needs a sequel. A winning strategy doesn’t mean pursuing every channel out there; just the ones that matter to your customers. Brands need to stay innovative with channel adoption, but those that chase too many plotlines risk confusing their audience.

  5. Win audiences – and justify budget – one scene at a time. There is more pressure than ever to prove ROI, and this year’s CX project needs to pay for itself… within the fiscal year. To achieve this, brands should start small and invest in microjourney wins. Deliver effortless, impactful journeys that drive immediate outcomes rather than full-scale, end-to-end journeys that can take months or years to pay off.

“Today’s customers are tough critics,” said Mark Smith, SVP of Customer Experience, CSG. “They expect smooth, intuitive experiences that understand who they are and what they want next – and get it right on the first take. For CX leaders, a data-driven, pragmatic mindset is valued now more than ever as teams face mountains of siloed data and growing complexity across their tech stack. Through all this, every CX investment will need to tie back to tangible value for the customer and ROI for the business.”

Read CSG’s full analysis, findings and recommendations – including where AI fits in the storyline – in the global industry report: The 2024 State of the Customer Experience Report.

Methodology:

CSG tracked over 13 billion customer journey interactions in 2023 through its customer journey management platform, CSG Xponent. CSG defines a customer journey interaction as an instance where an API triggers an action to be taken on a channel within the customer journey.

Additionally, CSG sourced data from:

  • 5.4 billion customer communications
  • 740 million printed statements
  • 504 trillion billing transactions processed monthly
  • 393 million payments and $218 billion worth of payment transactions
  • 95 million field-service work orders processed

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/20240306990075/en/

About Business Wire

Business Wire
Business Wire
101 California Street, 20th Floor
CA 94111 San Francisco

http://businesswire.com
DK

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

Tholos Foundation Reveals Critical Risks of Proposed Nicotine Pouch Regulations4.12.2024 22:01:00 CET | Press release

The Tholos Foundation, in collaboration with IPSOS & HBS Economics, today released groundbreaking research exposing the risks of the proposed Danish regulations limiting nicotine content in nicotine pouches to 9 mg per pouch. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20241204248551/en/ Key findings highlight significant public health and economic concerns The comprehensive study reveals alarming potential outcomes if the proposed nicotine limit is implemented: Consumer behavior shifts Half (50%) of current nicotine pouch users would seek alternative purchasing channels, either online or across the border of other EU countries One in five (18%) users might return to smoking Proposed limit threatens Denmark's remarkable progress in reducing smoking rates from 19% to 14% between 2018 and 2023** Public health implications 3 out of 4 (75%) users originally chose nicotine pouches for health-related reasons, primarily to reduce

Andersen Global udvider sin dækning af Filippinerne med Gravitas Prime4.12.2024 21:46:00 CET | Pressemeddelelse

Andersen Global indleder yderligere ekspansion i Asien og Stillehavsområdet gennem en samarbejdsaftale med Gravitas Prime, der arbejder med fusioner og overtagelser i Filippinerne. Gravitas Prime blev grundlagt i 2005 af daværende bestyrelsesformand Ed David, og tilbyder en omfattende pakke af tjenester, herunder fusioner og overtagelser, virksomhedsstrategi, værdiansættelse af virksomheder, ejendomsplanlægning og kapitalrejsning. Firmaet driver strategiske initiativer for et forskelligartet kundegrundlag. Det råder over specialiseret ekspertise inden for forbruger, detailhandel, mad og drikkevarer, QSR, lægemidler og sundhedspleje, hotel-, restaurations- og oplevelsesbranchen, energi og vedvarende energikilder. Gravitas Prime har opbygget stærke relationer med en bred vifte af strategiske investorer, herunder familiekontorer, førende selskabskonglomerater og private equity-selskaber. "Her i firmaet har vi altid fokuseret på værdiforøgelse, på at drive vækst og identificere muligheder

Almirall Launches The Hive, Creating a Novel Collaborative Innovation Hub to Advance Life Sciences and Healthcare4.12.2024 16:58:00 CET | Press release

80th anniversary commemorative eventsThe Hive is aimed at advancing research in life sciences by a novel approach to collaboration - creating an open innovation hub designed to build close relationships between biotech companies, start-ups, academics, and Almirall scientistsThe network will be enlarged with the arrival of Admit Therapeutics and Microomics, in addition to the current members of the hub ZeClinics and Centrient PharmaceuticalsThis novel approach to pushing the boundaries of science and innovation in the year of Almirall’s 80th anniversary is part of the company’ s innovation strategy, long-term vision, commitment to patients, and the advancement of healthcare Almirall, a global pharmaceutical company dedicated to medical dermatology, today announced the launch of “The Hive”, a novel scientific research hub located at its R&D centre in Barcelona, Spain. The Hive is designed to foster collaboration among researchers from biotech companies, start-ups, academia, and Almirall’

Now Is the Time To Host Events in Japan, With the Yen at a Low! Global Produce Launches Full-Scale Production of “Event Hosting in Japan” for Overseas Companies4.12.2024 16:00:00 CET | Press release

Providing English support, potential venues such as arenas and historic buildings, and more—a team of event professionals bringing unique, extraordinary, and emotional events to life! Global Produce Co., Ltd. (Head Office: Shibuya Ward, Tokyo; CEO: Masaki Kouhata; hereinafter referred to as “Global Produce”), a company specializing in event production, is pleased to announce the full-scale launch of its production services for overseas companies looking to host events in Japan. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20241121186571/en/ Global Produce Launches Full-Scale Production of “Event Hosting in Japan” for Overseas Companies (Graphic: Business Wire) With Global Produce, your dream event in Japan can become a reality! Our “Japan Event Hosting Plan” was created to bring the visions of overseas companies to life using events hosted in Japan. Not only will native speakers be present at the forefront, but our producers

DataXstream Launches OMS+ Cloud for SAP S/4HANA Cloud Public Edition4.12.2024 15:03:00 CET | Press release

The newest product offering delivers B2B point of sales and order management capabilities to SAP Public Cloud Users Worldwide DataXstream LLC, an SAP® Endorsed app and Gold-level partner developing innovative solutions for SAP sales and distribution, today introduced OMS+ Cloud for SAP S/4HANA Cloud Public Edition. OMS+ has streamlined complex sales and order processes for SAP users for over a decade within SAP ECC and S/4HANA Cloud Private Edition environments. But recent forecast numbers from Gartner show that worldwide spending on public cloud services is increasing significantly and will reach a total of $723.4 billion in 2025, with a 19% growth increase in Cloud Application Services (SaaS). (Source: Gartner, November 2024) DataXstream’s OMS+ Cloud will now extend its award-winning OMS+ platform by delivering end-to-end point of sales (POS) and order management capabilities for SAP Public Cloud. OMS+ Cloud will simplify complex POS, quote and order processes often associated with v

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
World GlobeA line styled icon from Orion Icon Library.HiddenA line styled icon from Orion Icon Library.Eye