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CSG Unveils Xponent to Elevate Customer Experiences
CSG®, a leading developer of customer engagement software solutions, recently announced the launch of CSG Xponent™, a cloud-based experience platform designed to holistically improve customer journeys.
Companies within the online retail space have never had so much competition, which means customers are more likely to jump ship from their favorite brands in favor of those offering hyper personalized experiences. Luckily, businesses that actively stockpile customer metadata can do exactly that, as long as they have the necessary tools and applications at their disposal.
“As companies strive to retain or reclaim customers post the pandemic, customer experience has emerged as the clear differentiator,” commented Alan Webber, Program VP, Customer Experience, IDC. “Product diversity and lower costs are no longer enough in this hyper competitive environment. Organizations that prioritize the customer’s experience and emotional response in their interactions have the advantage in winning and retaining the business.”
CSG Xponent™ allows users to unify,optimize, and analyze customer data to improve journeys on an individual level. Noteworthy features of the platform include:
- A single, unified information hub that allows agents to interact with customers in real time through their preferred communications channels
- The ability to consolidate customer data from various sources for a comprehensive understanding of customer needs
- AI-enhanced automation and real time interaction management(RTIM) capabilities for deeper customer insights
- Access to preconfigured customer journeys, use cases, analytical models, and packaged data libraries to better understand the critical elements of successful customer journeys.
“Businesses have been building large data warehouses and mapping journeys for years and now they’re anxious to realize more tangible benefits from their investments,” said Alfred Binford, President of Customer Engagement ,CSG. “The window of opportunity to wow your customers is fleeting and precious, which is why companies need their technology investments to deliver immediate results at every ‘moment of truth’ in the customer lifecycle. CSG Xponent powers brands to predict and create the customer’s best next action and drive ROI for the business.”
Edited by Maurice Nagle