CSG Named a Leader in The Forrester Wave™: Customer Journey Orchestration Platforms, Q3 2026
Customer journey orchestration is moving beyond campaign execution. The Forrester Wave™: Customer Journey Orchestration Platforms, Q3 2026 examines how providers help enterprises understand journey context, make higher-confidence decisions, test changes before production, and coordinate action across channels, teams, and AI systems.
See why CSG Xponent was named a Leader and how CSG approaches journey orchestration as a decision system built around shared outcomes.
CSG Xponent named a Leader in The Forrester Wave™
Customer journeys aren’t linear, or predictable. A new signal can change what should happen next, but the decision is only as strong as the context.
That is why customer journey orchestration is moving beyond isolated automation. The strongest platforms help enterprises understand what is happening, decide what should happen next, coordinate action across teams and channels, and learn from the outcome.
The Forrester Wave™: Customer Journey Orchestration Platforms, Q3 2026 evaluates that shift across decision quality, journey continuity, enterprise integration, measurement, governance, and the emerging use of agentic AI.
CSG Xponent was named a Leader in the evaluation. The Forrester report states that CSG stands out for its vision of journey orchestration as a decision system that connects insight, action, and business outcomes. The report goes on to state that CSG’s excellent journey simulation, predictive intelligence, decisioning capabilities help organizations evaluate likely outcomes before introducing changes into live journeys, improving decision confidence and reducing operational risk.
Where journey decisions break, customer experiences follow
Most enterprises do not lack data, channels, or automation. The harder problem is coordinating them when a customer, employee, or business condition changes.
See how CSG Xponent was evaluated for the Forrester Wave™
Inside the report, learn what to look for when choosing a customer journey orchestration platform:
Put decision intelligence before automation.
Use simulation, experimentation, predictive analysis, and scenario testing before changes reach production.
Coordinate customer, employee, and partner journeys across teams, systems, channels, and AI agents.
Connect journey context to customer outcomes, operational capacity, cost to serve, risk, and future journey performance.
What the report helps you evaluate
How vendors apply AI to improve decision quality, not just operational efficiency.
How vendors support simulation and testing of journey changes before launch.
How vendors coordinate customer, employee, and partner journeys across teams and systems.
How vendors connect journey context to measurable business outcomes.
Don’t just optimize the journey. Orchestrate what happens next.
CSG Xponent connects signals from across your ecosystem with real-time decisioning and action—so teams can respond to critical customer moments across channels, systems, and operational workflows. Identify friction, determine the next best action, and execute it in real time, with the governance and context to drive measurable outcomes.
The Forrester Wave™: Customer Journey Orchestration Platforms, Q3 2026, Joana de Quintanilha, with Martin Gill, Laura Demarki, and Frank Harris.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance. For more information, read about Forrester’s objectivity.
Related resources
CSG Named a Leader in the First Gartner® Magic Quadrant™ for Customer Journey Analytics and Orchestration
CSG Named Leader in QKS Group SPARK Matrix™️: Customer Journey Management, Q4 2025
