State of the Customer Journey 2021

Industry Report | 3.1 MB

CSG tracked nearly 10 billion customer journey interactions in 2020. The State of Customer Journey Report uses that real client data to provide a comprehensive overview of current paradigms within the customer journey space and to identify the latest trends.  

Discover the latest insights and see how journeys have evolved into true orchestrated experiences. Highlights from the report include: 

  • Surge in engagement and retention journeys 
  • Financial and healthcare industries lead in decisioning complexity 
  • Customer experience journeys increase in sophistication vs. marketing journeys