CSG Journey Orchestration

Consumers expect seamless experiences across all touchpoints with brands they do business with. Orchestrate conversations that are consistent and relevant to the customer’s journey with CSG.

Effortlessly Bridge Siloed Communication Gaps

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 Features

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.

Take Action

Get an actionable view of customer interactions across the entire company and all communication channel with AI-based optimization.

Become Data-Driven

Quickly ingest data from any source or legacy system on every customer preference and action touchpoint.

Simple Orchestration

Use our simple drag-and-drop workflow design to create your own journeys, or draw from a prebuilt library of optimized journeys.


Resources

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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. ...

Engaging Customer Experiences: The critical first 90 days and beyond

Video

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

Increasing the Lifetime Value of Your Customers

White Paper | 1.1 MB

Your company’s goal is to create loyalty and lasting relationships that result in increased frequency of visits and repeated purchases of increas ...

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 Customer Journey Guidebook

White Paper | 6.2 MB

Customer journeys create competitive experiences that drive loyalty and influence purchasing decisions. Creating a robust and effective customer jo ...

How to Succeed at Data-Driven Journey Orchestration

eBook | 16.5 MB

Almost 90 percent of customers think brands need to work harder at creating a seamless experience. But with disconnected communication channels and ...