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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Kitewheel, a CSG company, Is A Leader In The Forrester Wave™️: Journey Orchestration Platforms, Q2 2020

Industry Report

Kitewheel, a CSG company, is proud to be a Leader in The Forrester Wave™️: Journey Orchestration Platforms, Q2 2020.

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Kitewheel – State of the Customer Journey

Industry Report | 11.5 MB

Kitewheel, a CSG company, tracked nearly 10 billion customer journey interactions in 2020. The State of Customer Journey Rep ...

Customer Journey Orchestration for Marketers

eBook | 7.4 MB

Today’s customers demand easy, seamless experiences from brands. And oftentimes, it falls on marketers to ensure they get ...

EXPLORING YOUR CUSTOMER JOURNEY

Data Sheet | 2.5 MB

To deliver competitive customer experiences (CX) in the digital age, brands need to create customer journeys that are seamle ...

Vaccine Communications

Brochure | 3.0 MB

While your supply chain and clinical teams figure out how to handle the distribution, have you determined how you’ll effectively respond to the d ...

5 Core Competencies You Need for Digital Transformation

eBook | 11.4 MB

Digital transformation starts with a focus on the customer and customer needs. Based on what customers’ needs are, compani ...