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.
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.
CSG Journey Orchestration helps you engage customers in real time with timely, personalized and relevant communications. Bridge the touchpoint gaps ...
Almost 90 percent of customers think brands need to work harder at creating a seamless experience. But with disconnected communication channels and ...
Digital disrupters have reset the bar and fundamentally changed how companies engage their customers. Earning and keeping customer loyalty is a gro ...
If your business is using robot process automation (RPA), you can extend that back-end efficiency to deliver great experiences to your customers. C ...
In today’s experience economy, it is essential that financial institutions look not only to the experiences that direct competitors are providing ...
59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...
CSG commissioned a Forrester study covering how end-to-end CX solutions break down silos and optimize data management.
Read a commissioned s ...
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 ...
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 ...