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.


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.



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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 ...

CSG Customer Success Story: Telecom Argentina Improves CX

Customer Story, Video

Telecom Argentina knew that customer experience was the key to differentiation. They turned to CSG’s Field Service Management solution to hel ...

Engaging Customer Experiences: The critical first 90 days and beyond


Digital disrupters have reset the bar and fundamentally changed how companies engage their customers. Earning and keeping customer loyalty is a gro ...

The Journey of Strategic Business Communications

White Paper | 1.8 MB

Making communications seamless depends on bringing together technology, data, and process optimization. At CSG, we’ve revolutionized the traditio ...

The Rise of the Always Connected Customer

Brochure | 1.5 MB

In the past, you could only connect with customers over the phone, in a letter or on the screen. But today’s digital world has opened up endl ...