Customer Analytics

You already track customer interactions across channels and departments. But are you combining interactions into an intuitive customer journey? CSG helps you track, analyze, and improve engagement.

Analyze and Optimize Customer Journeys

Who owns the customer experience? Marketing? Customer service? In reality, your entire company owns the customer experience, with each interaction shaping how customers feel about you. But when different departments own the data and channels for customer experiences, it can be hard to get a clear view of every customer interaction.

CSG’s customer journey analytics let you consolidate all customer interaction data you have into a bigger picture. Analyze quantitative and qualitative data to determine what you’re doing well and where you can improve. If customers are dropping off at a certain point in the customer journey, get them back on track by bridging the gaps where the journey breaks down.


Portfolio

CSG Journey Orchestration

Consumers expect seamless experiences across all touchpoints with brands they do business with. Align your systems and processes to orchestrate conversations that are consistent and relevant to the customer’s journey—across channels—to ensure your business achieves measurable value.


Resources

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CX Trends for Finance and Insurance

Industry Report | 8.4 MB

In today’s experience economy, it is essential that financial institutions look not only to the experiences that direct competitors are providing ...

Webinar Recording: Great CX Cuts Cost and Drives Business Results

Video | 67.2 KB

59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...

Forrester Study: Great CX Cuts Cost And Drives Business Results

Industry Report | 14.0 MB

CSG commissioned a Forrester study covering how end-to-end CX solutions break down silos and optimize data management.

Read a commissioned s ...

The Agility Imperative: How Contact Centers Can Adapt and Scale to Serve Tomorrow’s Customers

White Paper | 2.5 MB

Today’s contact centers are not ready. They struggle to adapt to call spikes. They can’t track customers to anticipate their needs. At the same ...

Customer Success Story: Multinational Technology Company Provides Better CX with Conversational AI

Customer Story | 5.1 MB

A global company had an IVR system that didn’t live up to its high-tech reputation. Struggling to understand customer requests, the system misrou ...

CSG Customer Success Story: Telecom Argentina Automates Field Service Management

Customer Story, Video

Telecom Argentina executives talk about how CSG’s Field Service Management solution helped them improve customer experience through automatio ...