{"id":8093,"date":"2024-06-11T07:46:34","date_gmt":"2024-06-11T05:46:34","guid":{"rendered":"https:\/\/shams-alyaoum.com\/en\/?p=8093"},"modified":"2024-06-11T07:47:07","modified_gmt":"2024-06-11T05:47:07","slug":"csg-named-a-leader-for-customer-journey-orchestration-by-top-analyst-firm","status":"publish","type":"post","link":"https:\/\/shams-alyaoum.com\/en\/csg-named-a-leader-for-customer-journey-orchestration-by-top-analyst-firm\/","title":{"rendered":"CSG Named a Leader for Customer Journey Orchestration by Top Analyst Firm"},"content":{"rendered":"

Customer engagement platform CSG Xponent receives highest scores possible in 16 criteria<\/i><\/p>\n

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As customer expectations grow and competition widens, it\u2019s critical for brands to meet customers where they are in the moments that matter. As a Leader in The Forrester Wave\u2122: Customer Journey Orchestration Platforms, Q2 2024<\/a>, released today,\u00a0CSG\u00ae<\/sup><\/a>\u00a0(NASDAQ: CSGS) helps some of the world\u2019s most recognizable brands turn customer insights into action.\u00a0CSG Xponent<\/a>, a best-in-class customer engagement platform, received the highest scores possible in 16 of the 30 total Forrester Wave\u2122 criteria, including customer journey analytics, cross-journey orchestration and real-time decisioning.<\/p>\n

\u201cBig 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,\u201d said Mark Smith, senior vice president of Customer Experience, CSG. \u201cOur 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.\u201d<\/p>\n

The Forrester Wave\u2122: Customer Journey Orchestration Platforms<\/a>\u00a0states that, \u201cCSG 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.\u201d<\/p>\n

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\u2019s 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\u2019s 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.<\/p>\n

CSG earned the highest possible scores across 16 criteria in The Forrester Wave\u2122 Customer Journey Orchestration report, including:<\/p>\n