Digital innovators transformed the customer experience playing field. Using their omnichannel expertise, they deliver the swift, highly personalized, uber-relevant customer experience consumers have grown to expect. As traditional companies have scrambled to keep up by adding digital channels, they created communication silos, making it impossible to deliver the unified customer journey considered the basis of good CX today.
CSG Journey Orchestration bridges the touchpoint gaps caused by ad hoc digital expansion, and by multiple departments owning specific parts of the customer journey (marketing sending promotions, account handling billing, etc.). Journey Orchestration ensures customers no longer receive repetitive, or even contradictory messaging, and you benefit from proactive upsell/cross-sell opportunities at every stage of the customer lifecycle.
Journey Orchestration integrates with your existing technology to collect customer profile and interaction data across silos and legacy systems, apply logic, business rules and decisioning criteria to determine how to engage the customer in real time with timely, personalized and relevant communications.
Get an actionable view of customer interactions across the entire company and all communication channel with AI-based optimization.
Quickly ingest data from any source or legacy system on every customer preference and action touchpoint.
Use our simple drag-and-drop workflow design to create your own journeys, or draw from a prebuilt library of optimized journeys.
CSG Journey Orchestration helps you engage customers in real time with timely, personalized and relevant communications. Bridge the touchpoint gaps ...
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CSG commissioned a Forrester study covering how end-to-end CX solutions break down silos and optimize data management.
Read a commissioned s ...