REIMAGINE CUSTOMER ENGAGEMENT

What if you could deliver the most personalized, data-driven experiences at every stage of the customer lifecycle—and only needed one platform to do it?

THE TOUGHEST JOB IN CUSTOMER EXPERIENCE

Today’s customer has high expectations. They want to be understood—and want you to prove it. But it’s hard to show you know your customer and build engaging experiences if you don’t have a single source of truth. Because when you store the same customer data in different systems, you’re creating friction and a disjointed experience with every interaction.  

But not anymore. It’s time to redefine how customer engagement is done. Imagine personalizing experiences for every customer—in real time—while leveraging your existing digital channels and platforms. With our unified cloud engagement hub, you can design and customize experiences down to the individual consumer at the perfect time. 

AND YOU CAN DO IT

CSG offers a unified cloud engagement hub that helps you get a holistic view of your customer interactions at scale, so you can improve and optimize their journeys. The result? Delighted customers and, as their expectations rise, the ability to continually raise the bar and deliver value.

FIND YOUR SOURCE OF TRUTH​

Tired of managing marketing in one system and customer service in another? Understand and manage the entire customer lifecycle, from sign-up to sign-on and beyond, from a single platform. Plus, real-time customer interaction management lets you connect with any customer at any time, on any channel. ​

DELIVER VALUE FROM DAY ZERO​

CSG’s unified cloud engagement hub makes it easy for businesses to scale fast by integrating on top of their existing tech stack. Build a new CX business case faster than ever before with preconfigured industry journeys, day-zero analytical models and packaged data libraries. ​

AVOID THE RIP-AND-REPLACE RISK​

With our open system architecture, you can leverage the digital channels and platforms you already have without any infrastructure replacement. We then provide the technology, expert advice, journey mapping and maturity model development to help you scale and win.​

SHOW YOU KNOW YOUR CUSTOMERS​

Anticipate your customers’ needs—before they even know what they are—leveraging predictive analytics. Then, gain actionable insights from real-time interactions and analytics to continually optimize and level up your CX.

STATE OF THE CUSTOMER JOURNEY 2022

In 2021, we tracked over 10 billion customer journey interactions—our most of any edition—across a plethora of channels and industries. The State of the Customer Journey 2022 report features insights based on this data, including how voice and text interactions increased nearly 200 percent year over year, how telecom and financial services used the most communication channels among the industries tracked, and more.

Inside you’ll learn:  

  • Which channels lead the way for customer engagement 
  • How different industries prioritize their customer engagement tools 
  • New ways to leverage your existing stack to optimize customer journeys 
  • Data-driven recommendations on how to mature your customer engagement programs 

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HOW CSG CAN HELP

CSG Xponent

Finally—a customer engagement platform that brings it all together. Deliver personalized experiences in real time, across all your communication channels, and driven by your data with CSG Xponent™.

CUSTOMER DATA PLATFORM

The CSG Customer Data Platform ingests enterprise-wide data from your first-party sources (like billing) and third-party sources (like cookies), then refines and matches the data to create unified customer profiles. These profiles are the building blocks of insights that power journey analytics and orchestration. 

EXPERIENCES PRACTICE

Our team of strategists conducts workshops and applies proven research methods to help you identify pain points in your customer journeys. With a clearer view of these journeys, you can design better customer and employee experiences. 

JOURNEY ORCHESTRATION

Use our decision engine to create and execute journey flows, like onboarding, collections or fraud notifications. Prevent repetitive or contradictory messaging from reaching your customers and launch upsell/cross-sell opportunities. And keep customers around by optimizing experiences across the entire customer lifecycle. 

JOURNEY ANALYTICS

Our analytics tools continuously track the paths your customers are following throughout your organization. You’ll understand how customers are moving across channels and touchpoints—not just how they’re responding at a single step in the journey. 

JOURNEY AS A SERVICE

Not sure how to get started with journey innovation? We have pre-built journey templates for a variety of industries. Use them in combination with our journey diagnostic services to tailor them to your customers’ unique needs. 

START YOUR JOURNEY WITH CSG

Ready to reimagine your customer experience? Connect with us to do an audit of your existing systems and get started on the path to experience success.​

LET'S GET STARTED