CSG Named a Leader in Customer Journey Orchestration

CSG and Netcracker Technology announced that CSG has been named a Leader in The Forrester Wave™: Customer Journey Orchestration Platforms, Q3 2026.

CSG received the highest possible scores in 19 of 23 Forrester Wave criteria, recognizing the capabilities of its Xponent customer engagement platform in areas such as journey intelligence, orchestration, predictive analytics, and decisioning.

Xponent Connects Customer Experiences

CSG Xponent is designed to help brands create timely and relevant customer communications by connecting customer data, journey analytics, real-time decisioning, and omnichannel communications.

The platform brings together journey orchestration, customer communications management (CCM), and governed AI to help organizations coordinate interactions across the customer journey.

Forrester Highlights Journey Intelligence

The Forrester Wave evaluation highlighted Xponent’s capabilities in journey simulation, predictive intelligence, and decisioning.

According to the evaluation, these capabilities can help organizations assess potential outcomes before making changes to live customer journeys, supporting more informed decisions and reducing operational risk.

Recognition Across Industry Evaluations

During the past six months, CSG Xponent has received recognition across several analyst evaluations and industry awards.

The platform was recognized as a Leader in G2’s Fall 2026 CCM Software category, based on customer feedback around usability, flexibility, and outcomes.

Xponent was also named a Leader in the QKS SPARK Matrix™ for CCM, Q3 2026, reflecting the growing role of CCM in delivering intelligent and measurable customer experiences.

AI and Financial Services Recognition

CSG Xponent was also named a winner of the 2026 AI Breakthrough Award for “AI-Based Financial Services Solution of the Year.”

The recognition highlights the platform’s application of AI to help financial services organizations develop more intelligent and streamlined customer experiences.

Additionally, Xponent was recognized in the Business Intelligence Group 2026 Artificial Intelligence Excellence Awards for its approach to practical and governed AI.

Focus on Responsible AI

CSG and Netcracker emphasize the importance of combining AI capabilities with governance, transparency, and responsible decision-making.

The companies say Xponent is designed to help organizations use AI while maintaining the oversight needed to support customer trust and responsible customer engagement.

Leadership Perspective From CSG

Katie Costanzo, President of Customer Experience at CSG, said brands have access to more customer data and communication channels than ever, while customers can still experience confusing messages and unnecessary steps.

She highlighted journey orchestration as a way for brands to turn customer information into timely action, identify customer needs earlier, and create simpler experiences.

Netcracker Highlights AI-Driven Decisioning

Bob Titus, Chief Technology Officer at Netcracker Technology, said AI-driven journey orchestration, intelligent governance, and real-time decisioning are changing how organizations engage with customers.

According to Titus, Xponent helps brands move beyond isolated interactions by coordinating actions across customer journeys and connecting those actions to business outcomes such as customer loyalty, revenue, and operational efficiency.

Xponent’s Customer Journey Capabilities

CSG/Netcracker Xponent connects customer profiles, journey analytics, real-time decisioning, and omnichannel communications to coordinate customer experiences across multiple touchpoints.

In The Forrester Wave™ evaluation, Xponent received the highest possible score in 19 criteria, including predictive journey intelligence, journey success and business impact analysis, and AI framework, governance, and responsibility.

Connecting AI With Measurable Business Outcomes

The recognition reflects the growing focus on using AI not only to automate customer interactions but also to coordinate journeys, improve decision-making, and connect customer experiences with measurable business results.

CSG and Netcracker continue to position Xponent as a platform for organizations seeking to combine customer data, AI, communications, and journey orchestration within a unified customer engagement strategy.