The Shift from Insight to Action in Customer Experience
We believe CSG’s Leader placement in the first Magic Quadrant for Customer Journey Analytics and Orchestration reflects our focus to help organizations move beyond insight to deliver structured, real-time action across complex customer journeys, setting the standard as the category takes shape.
Read the 2026 Gartner® Magic Quadrant™ for Customer Journey Analytics and Orchestration to:
Understand what Customer Journey Analytics & Orchestration means Get clarity on how Gartner defines the category —analyzing journeys, prioritizing improvements, orchestrating in real time, and proving outcomes.
See how the market is forming In the first Magic Quadrant for Customer Journey Analytics & Orchestration, Gartner shares how vendors are approaching an emerging space and where the category is headed.
Evaluate execution, not promises Gartner assesses vendors on their Ability to Execute and Completeness of Vision helping you move past claims to understand real-world readiness.
Inform your CX roadmap Use Gartner perspective to pressuretest your approach to journey analytics and orchestration as customer journeys grow more complex and interconnected.
Make more confident decisions Use Gartner’ independent assessment of the Customer Journey Analytics and Orchestration market to pressuretest your approach, compare vendors, and make decisions grounded in market reality, not marketing claims.
Why enterprises choose CSG
Designed for complex, cross-functional journeys CSG is purpose‑built for post‑acquisition journeys where volume is high and moments are critical— billing, service, payments, and retention. When journeys get complicated, orchestration matters.
Built for your existing ecosystem Xponent works across the systems you already use, connecting data, teams, and journeys without rip and replace. Move faster and get value sooner.
One view across moments that matter Xponent helps teams bring together journey behavior, intent, and context so decisions aren’t made in isolation. That clarity enables more consistent, connected experiences across channels.
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This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from CSG.