CSG Customer Engagement Solutions is positioned as a leader by industry analyst firms for demonstrating depth, innovation, and expertise in end-to-end platforms. With a best-in-class, end-to-end suite of solutions and an integrated omnichannel approach, CSG continues to garner the recognition of industry-leading analysts at Forrester and Quadrant Knowledge Solutions.
CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary. Their cloud-first architecture and customer-obsessed mindset help companies around the world launch new digital services, expand into new markets, and create dynamic experiences that capture new customers and build brand loyalty. CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy with future-ready solutions that drive exceptional customer experiences for 40 years now and are continuing with more success.
In today's world of instant gratification, second chances to impress consumers are hard to come by, making it critical to get every interaction right the first time. Global brands are clamoring for intelligent automation that delivers personalized, relevant, and interactive experiences in real-time across the entire customer lifecycle. With a best-in-class, end-to-end suite of solutions and an integrated omnichannel approach, CSG continues to garner the recognition of industry-leading analysts at Forrester and Quadrant Knowledge Solutions.
In recent months, CSG has been recognized as a Leader in The Forrester Wave™: Journey Orchestration Platforms, Q2 2022. The Forrester reported that CSG acquired Kitewheel – a regular leader in the journey orchestration space – to bring together journey analytics and orchestration and recognized CSG with a top score in the current offering category and gave top scores in the journey discovery, journey automation, and orchestration criteria. The Forrester report also states that CSG's current offering strengths include connecting the data, analyzing journey behavior, including a visualization of which steps have the biggest impact on the overall journey; and analyzing business impact.
CSG was also awarded as a leader in the SPARK Matrix™ of Customer Communication Management (CCM), 2022. They believe that CSG's customer engagement channels help organizations enhance customer engagement, reduce churn, reduce operating expenses, easily launch new digital services and enter new markets efficiently. Consequently, they were also certified as the leader in the SPARK Matrix™ for Customer Data Platform (CDP), 2022. The Quadrant Knowledge Solutions noted that CSG's CDP platform provides comprehensive capabilities, including data collection and ingestion, profile unification, segmentation, analytics, as well as BI, and activation.
Lastly, they were awarded as A Contender in The Forrester Wave™ for Real-Time Interaction Management, Q2 2022. The report for this states that CSG benefits from Kitewheel's expertise in customer journey design and analytics, business rules logic, and communications cadence. Integrating Kitewheel with CSG's stronger CDP and analytics tools will be critical to driving more real-time model execution.
"Global brands trust CSG to help them win with their customers because we've demonstrated time and again that we not only understand their business but deliver results," said Eric Carrasquilla, Senior Vice President, Digital Engagement Solutions, CSG. He further added that "Our SaaS platform, CSG Xponent™, breaks down data silos to create a true and complete view of the customer. This holistic picture allows companies to deliver personalized, predictive, and proactive communications that drive better business outcomes, quicker time to value, and lower risk. This is our 40-year plus pedigree and why industry analysts consistently rank CSG among the top CX solution providers across the entire customer lifecycle."
CSG Xponent leverages existing data, technology, and communication channels to create extraordinary experiences using a unified, cloud-powered engagement platform. Xponent combines a robust customer data platform, industry-leading customer journey orchestration, analytics, and proven omnichannel communications all in one solution or via components of this portfolio. With Xponent, brands can extract meaningful insights from their data to personalize experiences in real-time and at scale across a multitude of channels, journeys, and lines of business. CSG successfully supports clients with high-impact CX solutions in a multitude of industries, including broadband and communications service providers, financial services, retail, healthcare, and more.
With more than 5,000 employees in over 20 countries, CSG is the trusted technology provider for leading global brands in telecommunications, retail, financial services, and healthcare. Their solutions deliver real-world outcomes to more than 900 customers in over 120 countries.
