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
Sharjah Unveils Uruk: A New Generation of Sustainable Cities Built for the Post-AI Era29.10.2026 19:15:00 CET | Press release
In the presence of His Highness Sheikh Dr. Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, and Her Highness Sheikha Bodour bint Sultan Al Qasimi, President of American University of Sharjah and Chairperson of Sharjah Research, Technology and Innovation Park, a pioneering model for a new generation of cities designed for the post-AI era called “Uruk.” This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261029129346/en/ H.H. Sheikh Dr. Sultan bin Mohammed Al Qasimi, Ruler of Sharjah, during the inauguration of “Uruk” (Photo: AETOSWire) The project was revealed at the opening of the second edition of Sharjah Next, through a strategic partnership between Sharjah Research, Technology and Innovation Park (SPARK), American University of Sharjah (AUS) and SEE Holding, bringing together their capabilities in innovation, scientific research and sustainable urban development. Uruk introduces a new vision for urba
Motive and Vivo Brazil Win 2026 Leading Lights Award for Network API Monetization29.10.2026 17:35:00 CET | Press release
Award recognizes live GSMA Open Gateway deployment replacing SMS OTP with SIM-based silent authentication Motive, a global leader in entitlement, connected device and service management and Vivo Brazil, Brazil’s largest operator and part of the Telefónica Group, have won the 2026 Light Reading Leading Lights Award for Outstanding Use Case: Network API Monetization for the first commercial scale deployment of SIM-based silent authentication in Latin America. SMS OTP remains relevant as an authentication method due to its broad reach, working on virtually any type of mobile device. SIM-based silent authentication takes this experience a step further by eliminating the need to receive and manually enter codes. The result is a simpler, more seamless user journey that reduces friction and can help lower abandonment rates while increasing customer conversion and retention. Using Motive’s CAMARA-compliant Entitlement Server, Vivo can now verify a subscriber’s phone number directly without req
REV Ocean Appoints Paul Baribault as CEO Ahead of 2027 Global Operations29.10.2026 15:45:00 CET | Press release
Global conservation and philanthropic leader to spearhead REV Ocean's next chapter, connecting world-class science with international collaboration and ocean protection REV Ocean has appointed Paul Baribault as Chief Executive Officer as the organization moves towards the international debut of its 195-metre research vessel in Rio de Janeiro in April 2027, alongside the UN Ocean Decade Conference. One of the world's largest privately owned research and exploration vessels, REV represents a major philanthropic investment in ocean science. With nine laboratories, advanced deep-sea exploration vehicles and dedicated collaboration facilities, it is designed to give scientists access to world-class research infrastructure and connect their discoveries with the people and institutions able to drive ocean protection. Baribault joins as REV Ocean moves from a decade of engineering and construction into international operations. His mandate will be to build the international partnerships, fundi
Holder Partners Launches Strategic Communications Practice and Appoints Ali Ponte as Director and Practice Lead29.10.2026 15:15:00 CET | Press release
The new practice connects strategic communications and stakeholder engagement with Holder Partners’ capabilities in investigations, disputes, cybersecurity, due diligence and risk advisory. Holder Partners, a multidisciplinary consulting and advisory firm, today announced the launch of its Strategic Communications practice and the appointment of Ali Ponte as Director and Practice Lead. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261027701219/en/ Ali Ponte, Director and Practice Lead of Holder Partners’ Strategic Communications practice. The practice advises leading companies and institutions, their boards, senior executives and counsel on communications, reputation and stakeholder considerations in complex matters and periods of significant change or opportunity. Each engagement is tailored to the client’s objectives and, where relevant, draws on Holder Partners’ broader advisory capabilities. Its strategic counsel, infor
Accertify Formalizes Partner Ecosystem as Fraud, Payments, and Chargebacks Converge Into a Single Risk Surface29.10.2026 15:00:00 CET | Press release
New partner program brings payment providers, orchestrators, commerce platforms, and consultancies together around the industry's largest fraud data community Accertify, a leading fraud decisioning provider whose Predictive Yes Platform helps merchants say yes to more good customers, more revenue, and more growth, today announced the launch of the Accertify Partner Program, a formalized partnership ecosystem connecting payment providers, orchestrators, commerce platforms, and consultancies to Accertify’s network-powered fraud intelligence. Partners can join through two tracks. The Referral track lets partners make a single introduction while Accertify handles the sale, implementation, and support. The Reseller track lets partners sell Accertify on their own contract and own the client relationship and margin. Partners that integrate with Accertify follow a defined certification path, so clients get a tested, supported connection from day one. Every client a partner brings joins a conso
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