Fill out the form to get a free copy of the 2024 CSG State of the Customer Experience report.
Effortless experiences beat "unforgettable" customer experiences.
Customer profiling is only as good as the actions you can plan.
Information Technology (IT) is taking down the silos.
A winning omnichannel strategy will value quality—not quantity—of channels.
This year’s new CX project needs to pay for itself... in this year.
Wait—
What About AI?
Make CX forgettably quick and intuitive
Predictive analytics powers data-driven decisions
Prioritize fraud prevention and unify the tech stack
Stay open to adopting new channels
Take a crawl-walk-run approach to CX change
Average CX quality in the U.S. dropped for an unprecedented second year in a row in Forrester’s U.S. CX Index Rankings in 2023.
Leverage a pragmatic lens to find high value use cases
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Fill out the form to get a free copy of the 2024 CSG State of the Customer Experience report.
How people have typically thought about their customer experience strategy is shifting under their feet. In this year’s State of the Customer Experience Report, we break down five major changes to conventional wisdom based on industry studies, CSG data, and in-year experiences working with our clients. We also provide steps you can take today to adapt to those changes and deliver winning CX this year and beyond.
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Ready, set, get ahead.
Customer attention spans are getting shorter. The average human now loses focus after 8.25 seconds—less time than it takes to tie your shoes.
The global predictive analytics market is expected to grow to over $44.3 billion by 2030.
Digital fraud is at an all-time high, up 382% since the pandemic.
With CSG Bill Explainer, companies enable digital resolution of up to 70% of billing inquiries, eliminating customers’ need to contact the call center.
According to GSMA Intelligence, by 2030, there will be 6.3 billion unique mobile subscribers globally, with five billion global 5G connections.