CO-CSG
10.6.2024 16:14:30 CEST | 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/
About Business Wire
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
New NEURA Gym with RWTH Aachen: NEURA Robotics Expands its Global Training Network for Physical AI22.7.2026 09:10:00 CEST | Press release
NEURA Gym RWTH Aachen to open by end of 2026Ten NEURA Gyms under development, five operational by end of 2026 across Europe, the United States and ChinaIndustry partners gain access to the world’s first open infrastructure for training and deploying Physical AI NEURA Robotics ("NEURA"), the pioneer in cognitive robotics and creator of the Neuraverse, today announces a new partnership with RWTH Aachen University for the establishment of NEURA Gym RWTH Aachen. This continues the global rollout of NEURA Gyms, a worldwide network of purpose-built Physical AI training facilities that address the most significant barrier to intelligent robotics: the scarcity of real-world training data. The global rollout is backed by NEURA's Series C financing of up to $1.4 billion, the largest ever raised by a full-stack robotics company. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260721136838/en/ New NEURA Gym with RWTH Aachen: NEURA Roboti
Specright Launches Automated PPWR Declaration of Conformity Reporting22.7.2026 06:00:00 CEST | Press release
New capability automates PPWR Declaration of Conformity reporting ahead of the EU's August 2026 deadline. Specright™, the leader in AI-powered Specification Data Management™ (SDM) and modern Product Lifecycle Management (PLM), today announced a new Declaration of Conformity (DoC) reporting capability that automates a core requirement of the EU's Packaging and Packaging Waste Regulation (PPWR). This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260721689027/en/ Specright's new capability automates PPWR Declaration of Conformity reporting ahead of the EU's August 2026 deadline. Companies placing packaged goods on the EU market must produce a signed DoC starting August 12, 2026, covering PPWR Articles 5 through 12 — substance restrictions, recyclability, recycled content, minimization, reusability, and labeling. For most brands, that documentation is scattered across suppliers and spreadsheets, turning routine filings into monthslo
MediaCo Appoints Brian Fisher as President21.7.2026 22:15:00 CEST | Press release
Leadership Appointments Align Executive Team to Support Company's Next Phase of Growth MediaCo Holding Inc. (Nasdaq: MDIA) today announced executive leadership appointments that align the Company's leadership structure to support its long-term growth strategy. Effective immediately, Brian Fisher has been appointed President of MediaCo. Albert Rodriguez will continue to serve as Chief Executive Officer, focusing on the Company's long-term strategy, growth initiatives and shareholder value, while Fisher assumes responsibility for leading the Company's day-to-day operations and execution. The Company also announced that Roberto Castro has been appointed Interim Chief Financial Officer and Interim Treasurer, overseeing the Finance organization while a search is conducted for a permanent Chief Financial Officer. "MediaCo has built tremendous momentum, and these leadership appointments position us well for our next phase of growth," said Albert Rodriguez, Chief Executive Officer of MediaCo.
Footprint Expands Into PE-Free Cups, Bringing a Proven, Recyclable and Home-Compostable Alternative to Plastic-Lined Paper Cups Into Production21.7.2026 18:00:00 CEST | Press release
Move strengthens Footprint’s European manufacturing platform and supports growing demand for practical alternatives to single-use plastic Footprint, a materials science and technology company focused on eliminating single-use plastics, today announced it has acquired a recyclable, home-compostable, polyethylene (PE)-free hot and cold cup platform from Transcend Packaging, along with next-generation paper lid and straw solutions. Transcend Packaging is a European company focused on innovation in sustainable packaging solutions. Together, the cup, lid, and straw expand Footprint’s portfolio with a proven solution for the global cup market. Footprint will begin scaling its new PE-free solution through its Poland facility as the company expands across Europe, with North America to follow. As operations ramp in Poland, Footprint will work with Transcend through a manufacturing partnership to support customer continuity across Europe and meet growing demand for practical alternatives to plas
Spectro Cloud Launches PaletteAI Inference Launchpad to Reduce Enterprise Token Costs by up to 70%21.7.2026 16:00:00 CEST | Press release
New turnkey, locally managed PaletteAI Inference Launchpad helps enterprises control token costs with local-first inference, while expanded PaletteAI support for AMD gives customers more choice across GPUs, models and AI infrastructure stacks. Spectro Cloud, a leading provider of AI infrastructure management software, today launched PaletteAI Inference Launchpad, a turnkey, locally managed solution designed to help enterprises reduce token costs by as much as 70% and run AI inference closer to their data, applications and users. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260721597271/en/ The company also announced expanded PaletteAI support for AMD-powered AI infrastructure, including AMD GPUs, AMD GPU Operator, ROCm™ runtime, and the AMD enterprise AI reference stack — including AMD-optimized models from the AMD Inference Microservices (AIMs) catalog. Together, the announcements expand PaletteAI as one platform for prod
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