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CSG Journey Orchestration Solution Powers a Customer-centric Experience in Today’s Digital World

June 19, 2019

GREENWOOD VILLAGE, Colo.--(BUSINESS WIRE)-- During every interaction with a customer, there are significant moments that have the power to change the way that customer feels about a company for life. Today’s customer journey is defined by the points at which customers interact with a company, the company’s ability to identify the points where it can improve, and its ability to own the “moments that matter.” All are pivotal instances in a customer’s journey with a business.

Customer experience (CX) and engagement is critical to sustained growth and revenue generation. In fact, 75 percent of consumers are likely to purchase from a company that knows their name and buying history; and recommends products and services based on their personal preferences1.

In order to deliver a powerful and successful customer experience, a company needs to understand, in real-time, who its customers are, what they need, and how it can reframe its thinking to meet demand and create customers for life.

Today, CSG introduces Journey Orchestration, a solution that enables companies to fully coordinate customer interactions, across all channels, to deliver a true omni-channel, customer-centric experience. Leveraging CSG Journey Orchestration, companies can reach across organizational silos, complex legacy vendor systems, data silos, and multiple channels to deliver on that vision.

CSG Journey Orchestration provides clients with a centralized, personalized, real-time decision-making solution, enabling contextually relevant engagement with their customers across print, email, SMS, web, mobile, voice, chat and other emerging channels. Exposing this functionality through a self-service user-interface (UI) enables clients to easily refine each journey, including running multi-variant tests to optimize each journey. The solution is designed to integrate into existing systems and allow for mass adoption of users across the company, giving them the ability to execute journeys and facilitate complex decision-making.

“Today, more than 80 percent of companies will compete based solely on customer experience2, making it a critical key differentiator for our clients,” said Lonnie Mahrt, CSG senior vice president, head of Customer Communication Management. “We are excited to share our Journey Orchestration solution with them to help increase the speed of their digital transformation and create a truly personalized and seamless customer experience.”

CSG Journey Orchestration monitors multiple data sources to identify event triggers, customer behavior, message personalization, response attribution and decisioning criteria. As a result, the solution enables multi-path journeys based on quantitative data, as well as observational data which includes actual use cases of how customers use a company’s services, as well as their personal preferences. It is designed to help CSG customers transform their business into a digital disruptor by modernizing core capabilities, delivering differentiated offerings, and innovative customer experiences.

CSG Journey Orchestration is part of the company’s Customer Communication Management (CCM) portfolio, which its customers rely on to send over 1.5 billion messages to their end-users each year across a diverse set of traditional and digital channels including print, SMS, email, automated voice, and web. CSG provides flexible, personalized customer communications management solutions and an integrated approach to help deliver a unique customer experience.

About CSG

CSG (NASDAQ: CSGS) is a provider of software and services that help companies around the world monetize and digitally enable the customer experience. For more than 35 years, CSG has simplified the complexity of business, providing revenue management and digital monetization, payments, and customer engagement solutions to help our customers tackle any business challenge and thrive in an ever-changing marketplace.

Operating across more than 120 countries worldwide, CSG manages billions of critical customer interactions annually. CSG is the trusted partner driving digital innovation for hundreds of leading global brands, including Arrow Electronics, AT&T, Charter Communications, Comcast, DISH, Eastlink, Formula One, iflix, MTN and Telstra.

To learn more, visit our website at and connect with us on LinkedIn, Twitter and Facebook.

12018 Accenture Personalization Pulse Check
22018 Gartner Customer Experience Survey

Brad Jones
Public Relations
+1 (303) 200-3001

Liz Bauer
Investor Relations
+1 (303) 804-4065

Source: CSG

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