CSG Named a Leader in the Gartner® Magic Quadrant™ for Customer Journey Analytics & Orchestration

Rising customer expectations for connected, relevant, and effortless interactions are making journey analytics and orchestration critical to delivering consistent, personalized experiences that earn loyalty. As CSG^® helps businesses to meet and exceed those expectations, the company today announced that CSG has been named a Leader in the 2026 Gartner® Magic Quadrant™ for Customer Journey Analytics & Orchestration. The evaluation assessed the company’s overall Completeness of Vision and Ability to Execute. “It’s not enough to understand the customer – businesses must act on that knowledge in real time and prove the value of every customer interaction,” said Katie Costanzo, President, Customer Experience, CSG. “That requires a unified system that turns real-time data into clear decisions, measurable outcomes, and experiences customers can trust. I am incredibly proud that CSG has been named a Leader in the inaugural Gartner Magic Quadrant for Journey Analytics & Orchestration. Our Xponent platform turns real-time data into action that allows brands to build trust with customers in the moments that matter.”

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Designed to bridge the gap between customer expectations and business execution, CSG Xponent allows brands to act with clarity in mission-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 experience as they occur. The result is a clearer, more straightforward experience for brands and their customers – and a stronger bottom line. For example, a US bank using CSG Xponent decreased inbound calls by 12%, tripled SMS responsiveness, reduced fraud cases by 25%, and delivered $30M in financial impact. SOURCE: BusinessWire