CSG Xponent Sweeps Up Top-Tier Analyst, Industry Recognition for Customer Journey Management, Analytics

Key Terms

real-time journey orchestration technical

Real-time journey orchestration is a technology that monitors a customer’s interactions across channels (web, app, email, store) and instantly decides the next best action or message to guide that person toward a desired outcome. For investors, it matters because faster, more relevant interactions can boost sales, cut marketing waste and improve customer retention — measurable drivers of revenue growth and profit margins.

customer journey management technical

Customer journey management is the process a company uses to design, track and improve every step a person takes from first hearing about a product to becoming a repeat buyer. Think of it as planning and smoothing a shopper’s trip through a store so they find what they need quickly and come back; for investors, effective customer journey management can lower marketing costs, boost sales and increase customer loyalty, all of which support revenue growth and valuation.

omnichannel communications technical

Omnichannel communications is a coordinated approach that lets an organization interact with customers, partners and stakeholders across multiple channels—phone, email, chat, social media, mobile apps and in person—so conversations feel seamless and consistent no matter where they happen. For investors, it matters because better, more reliable communication can increase customer loyalty, reduce service costs and make sales and engagement trends more predictable, similar to a store that gives the same helpful experience whether you shop online or in person.

personalization technical

Personalization is tailoring a product, service, or experience to an individual using information about their preferences, behavior, or biology—like a tailor altering a suit to fit one person. For investors, personalization can boost sales, customer loyalty and efficiency by making offerings more relevant, but it can also change costs, profit margins and regulatory or privacy risk depending on how data and customization are managed.

intelligent agents technical

Intelligent agents are software programs that act on their own to perform tasks, learn from data, and make decisions—like a digital assistant that researches options, executes trades, or automates customer service. For investors they matter because these agents can lower costs, scale services, create new revenue streams and competitive advantages, but they also introduce operational, performance and regulatory risks similar to hiring a high‑speed, unsupervised employee.

artificial intelligence technical

Artificial intelligence is the ability of computers and machines to perform tasks that typically require human thinking, such as understanding language, recognizing patterns, or making decisions. For investors, it matters because AI can enhance efficiency, uncover new insights, and enable smarter strategies, potentially impacting the value and performance of companies that develop or utilize this technology.

Independent evaluations from QKS Group, FinTech Futures and CMP Research validate CSG Xponent as a driver of real-time journey orchestration and analytics

DENVER--(BUSINESS WIRE)-- CSG^® (NASDAQ: CSGS) today announced that its flagship customer engagement platform, CSG Xponent, has earned multiple honors for journey management, customer analytics and personalization. This third-party recognition underscores the strength of CSG Xponent as a full-service engagement platform – one that seamlessly combines in-depth journey analytics with real-time orchestration.

In the past month alone, CSG Xponent has been named:

• A Leader in QKS Group’s SPARK Matrix™: Customer Journey Management, 2025.
• Winner for “Best Personalisation and User Experience Solution” in the FinTech Futures 2025 Banking Tech Awards.
• A Core Performing provider in CMP Research’s Prism for Customer Analytics.

“CSG Xponent moves beyond broad segmentation to pinpoint each customer’s journey state, whether stalled, at-risk or ready to convert, and then quantifies the financial impact of each intervention,” said Tanuj Paulose, Analyst, QKS Group. “By unifying analytics, real-time orchestration, identity and omnichannel communications, CSG allows brands in complex industries like media, financial services, healthcare and retail to make customer journey management operational, accountable and directly tied to business performance.”

Designed to bridge the gap between customer expectation and business execution, CSG Xponent allows brands to act with clarity in critical customer moments. The platform integrates real-time data to drive in-the-moment personalization, so brands can identify and fix breaks in the customer journey as they occur. The result is a clearer, more straightforward experience for brands and their customers.

“Almost every brand strives to be customer-obsessed, but few can capture a complete, real-time picture of their customers and act on it,” said Katie Costanzo, President, Customer Experience, CSG. “The brands that can, stand head and shoulders above the rest. I’m humbled to see such strong recognition, a testament to CSG’s ability to solve real problems for brands and their customers. It’s time to move beyond static maps and embrace intelligent, autonomous systems that proactively anticipate customer needs.”

Looking to the future, CSG Xponent is expanding into new frontiers with CSG’s most significant AI advancement yet. Read about Xponent Agentic Orchestration, a coordinated system of intelligent agents that blends control and adaptability, and discover what customers expect in the Age of Overwhelm in CSG’s 2026 State of the Customer Experience Report.

About CSG

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. Our customer experience, billing and payments solutions help companies of any size make money and make a difference. With our SaaS solutions, company leaders can take control of their future and tap into guidance along the way from our fiercely committed and forward-thinking CSGers around the world.

Want to be future-ready and a change-maker like the global brands that trust CSG? Visit csgi.com to learn more.

View source version on businesswire.com: https://www.businesswire.com/news/home/20251210586740/en/

Julia Dakhlia

Public Relations

+1 (402) 431-7376

julia.dakhlia@csgi.com



John Rea

Investor Relations

+1 (210) 687-4409

john.rea@csgi.com

Source: CSG