Customer Experience

Each of your customer interactions needs to be designed and delivered on the right channel, at the right time, to engage customers for a lifetime. That's where CSG can help.

From Interactions to Engagement

Customer interactions used to be face-to-face. But over time, companies saw the value in letting customers communicate with them anytime, anywhere. Adding digital channels made companies even more accessiblebut also created more complexity.

It’s time to simplify the complex. Connect with customers anytime, anywhere, on any channel, at any stage in their customer journey. And connect each interaction to the one that came before for a seamless, intuitive experience. CSG provides flexible, personalized customer communications management solutions and an integrated omnichannel approach. We’ll help you deliver a unique customer experience across digital and traditional channels.


Build Any Customer Experience

Engage customers at every touchpoint, at scale. We orchestrate more than 1.5 billion customer interactions every year, and tie all those interactions together into a customer journey. Deliver the great experiences your customers demand with interactions that are personalized, predictive and proactive. We offer strategic CX consulting services, so we’ll work with you to make the best experiences even better.

Start At the Beginning

We’ll work with you to identify where your current customer experiences are excellingand where you can raise the bar. First, our consulting team analyzes customer interactions across your entire business. Then, we identify areas where you can improve the customer experience across channels and the customer lifecycle.

Map Out the Journey

The best customer experiences should be easy, effortless and consistent. Make sure every interaction is seamless and builds customer loyalty with journey orchestration. Send the right message at the right time, with proactive upsell and cross-sell opportunities.

Communicate Anytime, Anywhere

Customers should be able to reach your company anytime, anywhere, on their preferred channeland you should be able to reach them. We help you connect with customers on any channelvoice, email, SMS, chat, bots, and more. And our solutions are available 24/7, so customers are always connected.


Capabilities

Customer Experience Design

Companies today aren’t competing on price or value—they’re competing on customer experience. Specifically, the digital experience. Work with CSG to design and transform everyday interactions into outstanding digital experiences.

Journey Orchestration

A great customer engagement isn’t just one experience. It’s a relationship built on consistent interactions on the right channels at the right time. Build customer loyalty and retention with personalized, relevant customer journeys with CSG.

Customer Communications

If you want great to provide great customer experiences, you have to have great communication channels, and lots of them. CSG has you covered. We offer dozens of communication channels out-of-the-box, so you can start engaging customers anytime, anywhere.

Field Service Management

Time is money, and you can’t afford to arrive late and disappoint customers. CSG’s field service management solution helps get technicians to the right job at the right time, and deliver a consistently great customer experience.

Bill Design

Bills are one of the most common ways you communicate with customers—but that doesn’t mean bills have to be ordinary. Design and present bills that are engaging, exciting and easy to understand with CSG.

Customer Analytics

You already track customer interactions across channels and departmentsBut are you combining those interactions into an intuitive customer journey? CSG helps you track, analyze, and improve engagement throughout the entire customer journey.


Resources

Explore

  • By Type

Digital Transformation: A Necessary Evolution

Video

Vice President of Global Services, Michael McKnight discusses DT disruption and creating a customer-centric business model.

Digital Transformation: Less About Technology

Video

Richard Ullenius, Head of Global Managed Services talks about the importance of framing Digital Transformation as a business, rather than just a te ...

Improving Mover Retention With Proactive Customer Engagement

eBook | 11.2 MB

Companies need to engage with customers before, during and after their movers’ journey—and they’ll need the right data and channels to do it. ...

CSG Interactive Bill

Data Sheet | 674.9 KB

Billing is a crucial part of the customer experience, and it’s an area that’s ready for digital transformation with CSG Interactive Bill. CSG I ...

Transforming Your IVR from Frustrating to Phenomenal

White Paper | 8.1 MB

A good IVR experience should be quick, intuitive and seamless. Customers dial in, provide context for their call to achieve resolution, whether it ...

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 ...