CO-CSG
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
Agendia Announces NCCN Guideline Update Recognizing MammaPrint to Guide Personalized Anthracycline Use in HR+/HER2- Early‑Stage Breast Cancer20.1.2026 13:00:00 CET | Press release
Update based on real-world evidence from the FLEX Study presented at the 2025 San Antonio Breast Cancer Symposium Agendia, Inc., a leader in precision oncology for breast cancer, today announced that the updated NCCN Clinical Practice Guidelines in Oncology1 (NCCN Guidelines®) now recognize that MammaPrint® + BluePrint® can help identify a subset of hormone receptor positive, HER2-negative (HR+/HER2–) early-stage breast cancer (EBC) patients most likely to benefit from anthracycline-based chemotherapy. “I am delighted that oncologists finally have a way to identify HR+/HER2- early breast cancer patients who will benefit from anthracycline therapy," said Joyce A. O’Shaughnessy, M.D., principal investigator for the FLEX Study. “I think the biologic rationale and the data underpinning the observation that High Risk 2 Luminal (by BluePrint) breast cancer patients benefit from anthracycline therapy are quite strong.” The updated NCCN Guidelines are based on a three-year analysis of outcomes
Cargill Wins 2026 BIG Innovation Award20.1.2026 13:00:00 CET | Press release
The company was honored as a Top Innovator for large-scale AI-and-data-driven innovation advancing food security, operational excellence and resilient food systems Cargill today announced it has been named a winner in the 2026 BIG Innovation Awards by the Business Intelligence Group and designated as a Top 10 Innovator, recognizing the company’s disciplined approach to innovation across the global food and agriculture system. Cargill was honored in the Innovative Organizations category, alongside a cohort of 159 companies, products and leaders that are transforming industries through applied innovation and measurable real-world impact. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260120109897/en/ Cargill has been named a winner in the 2026 BIG Innovation Awards by the Business Intelligence Group and designated as a Top 10 Innovator, recognizing the company’s disciplined approach to innovation across the global food and agr
Armis Helps Italian Grocery Retailer Multicedi Strengthen Cyber Resilience20.1.2026 13:00:00 CET | Press release
Armis Centrix™ identified that 10-15% of connected assets across the organization’s network were previously unaccounted for, introducing cyber risk Armis, the cyber exposure management & security company, today announced that Multicedi, one of the leading grocery retail groups in Central and Southern Italy, is using Armis Centrix™, Armis’ Cyber Exposure Management Platform, to strengthen its cybersecurity posture. “Before introducing Armis, critical issues were addressed only when malfunctions or abnormal events had already occurred,” said Livio De Prisco, Director of Information Systems at Multicedi. “With Armis Centrix™, the approach has completely changed: rather than responding reactively, the company now has a real-time view of its entire device fleet and can manage it proactively. We can detect devices that have been added to the network, prioritize risks based on their criticality, and define action plans and budgets consistent with our operational and regulatory requirements.”
TreviPay Launches Pay by Invoice for Issuers Enabled by Visa Credentials20.1.2026 13:00:00 CET | Press release
TreviPay’s Pay by Invoice solution enables Visa issuers and their business buyers to use Visa credentials for supplier payments to unlock new B2B opportunities TreviPay announces the launch of its Pay by Invoice solution for Visa-issuing banks, enabling issuers to capture a greater share of the $58 trillion North American B2B payments market. Through this collaboration with Visa, a world leader in digital payments, TreviPay’s order-to-cash automation technology combines with Visa’s commercial payment capabilities to help issuers move fragmented B2B spend into strategic, issuer-financed, invoice-based transactions. A Murphy Research study, found 26% of corporate payments are still made with checks or rely on manual legacy ACH processes. The study also shows 78% of global B2B buyers need customization or control in their payments and invoicing workflows, with 61% preferring to pay on net terms. Pay by Invoice helps banks meet these expectations by providing suppliers with early payment (
Philip Morris International Opens Dialogue on the Future of Human Cognition as a Defining Frontier in the Age of AI20.1.2026 11:03:00 CET | Press release
The paper calls for global debate to ensure AI enhances—rather than diminishes—uniquely human strengths in an increasingly automated world Philip Morris International Inc. (NYSE: PM) today released a new white paper, “Human Cognition: The Next Frontier?”, inviting leaders across business, policy, and academia to join a global conversation on the evolving role of human cognition as artificial intelligence transforms work, society, and the economy. The white paper explores how human capabilities such as - critical thinking, creativity and adaptability - are poised to become the “superskill” of the future, driving progress in an era of human-machine collaboration. As AI automates routine tasks and augments knowledge work, PMI argues that nurturing and protecting cognitive capacity will be essential for organizations seeking to remain resilient and relevant. Where once technology often automated labor-intensive jobs in the quest to improve productivity, now, as intelligent systems take on
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