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
Criteo Selects Navan to Modernize Global Travel Management7.5.2026 09:00:00 CEST | Press release
Global commerce intelligence platform delivers high employee satisfaction with Navan Navan (NASDAQ: NAVN), the global AI-powered business travel and expense platform, today announced that it has been selected by Criteo, the global commerce intelligence platform, to modernize its global travel program. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260507251188/en/ Global commerce intelligence platform delivers high employee satisfaction with Navan Criteo set out to provide its global workforce with an easy-to-use travel booking experience that brought visibility and control to its travel spending. Prioritizing operational excellence and employee experience, Criteo selected Navan because of its extensive inventory, unified travel and payments platform, and global expertise in sustainability reporting. “We wanted to give our teams a travel tool that’s as easy to use as the apps they use in their personal lives,” said Sarah Gli
LMR Naturals to Showcase Leadership in Natural Ingredients at SIMPPAR, the International Exhibition of Raw Materials for Perfumery7.5.2026 09:00:00 CEST | Press release
Advancing sustainable, high-quality naturals through end‑to‑end stewardship LMR Naturals by IFF — a global leader in natural ingredients for perfumery, cosmetics and flavors — will debut its latest innovations at the International Exhibition of Raw Materials for Perfumery (SIMPPAR), May 26–27 in Grasse. During the industry event, IFF will unveil new additions to its LMR Hearts collection, highlighting its naturals expertise and pioneering science. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260506065669/en/ Bernard Blerot, VP R&D Naturals at IFF, smelling geranium in a botanical research laboratory. “Responsible innovation has always been central to LMR,” said Bertrand de Préville, general manager of LMR. “Our strength lies in our ability to master the full range of natural technologies to support perfumers’ creativity. We’re connecting nature, science and creation to drive sustainable growth and deliver added value to ou
Apis Partners Announces Final Close of $1.23 Billion Fund III, Double its Predecessor7.5.2026 08:00:00 CEST | Press release
Fund III closes 23% above target, more than double Fund II Around 50% of capital raised from existing LPs increasing commitments Fund III to invest in tech-enabled financial infrastructure and services companies across Europe and growth markets Apis Partners Group (UK) Limited (“Apis”), a private equity firm investing in tech-enabled businesses in financial infrastructure and services, today announced the final close of Apis Global Growth Fund III and Apis Growth Markets Fund III (the “Funds” or “Fund III”), with combined commitments of $1.23 billion excluding co-investments, more than double its predecessor, Apis Growth Fund II, at $563 million. The Funds closed 23% above target.Reflecting the strong performance of previous funds,which have already generated in excess of $1 billion in realisations to date, over 70% of existing LPs have re-upped and increased on their previous fund’s commitments, accounting for around 50% of the total capital raised in Fund III. The significant increas
Pioneering feat in regenerative medicine, the BEES-HAUS cell therapy: Paracrine effect and cell engraftment, together healing urethral stricture. Its simplified version, BHES-HAUS’ results to be presented in AUA 20267.5.2026 07:13:00 CEST | Press release
A path breaking scientific discovery, unraveling successful wound healing mechanism in urethral stricture with BEES-HAUS cell therapy has been reported by Indo-Japan physician-scientists. This milestone achievement in regenerative medicine, yielding clinical safety and efficacy, is the first of its kind, wherein a hybrid approach of mixing two groups of autologous buccal epithelial cells,one cultured in 2D and another in 3D in Festigel scaffold were used in the management of urethral stricture; paracrine effect of IGF-1 produced by 2D-cultured cells and engraftment of 3D-Festigel cultured cells, which cover the urethrotomy wound, together repairing the urothelial defect, has been published in Frontiers in Urology. This feat though modest, is a global first in terms of both in vitro tissue engineering and clinical benefits by in vivo healing, restoring the urothelial integrity and is a giant leap for its potential of yielding stricture recurrence-free good quality of life to patients wi
Interactive Brokers Launches Access to Korean Equities, Breaking New Ground for Global Investors7.5.2026 03:00:00 CEST | Press release
Interactive Brokers (Nasdaq: IBKR), an automated global broker, today announced the launch of access to equities listed on the Korea Exchange (KRX), becoming the first major US-based broker to offer seamless trading in Korea's $1.8 trillion equity market. Korea ranks fourth among Asia's equity markets and tenth globally by market capitalization, with over $10 billion in daily volume – liquidity comparable to many European exchanges. The market is home to category-leading semiconductor manufacturers, automotive innovators, and consumer technology companies with global footprints, including Samsung Electronics, SK Hynix, and Hyundai Motor. As one of Asia’s most liquid markets, Korea represents a point of entry for international investors seeking exposure to the region’s technology leadership and industrial innovation. For investors operating across multiple markets and time zones, Interactive Brokers' launch expands the ability to build truly global portfolios with the same integrated tr
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