CSG Announces Acquisition of Kitewheel
Martech Outlook | Wednesday, July 28, 2021
The acquisition brings together respective industry experts and accelerates CSG into new industry verticals, allowing the firm to tap into a 10 dollars billion global market growth opportunity and strengthen its customer experience management position.
FREMONT, CA: CSG, the pioneer in innovative customer engagement, revenue management, and payments solutions that elevate everyday customer experiences, recently announced the acquisition of Kitewheel, the premier supplier of customer journey orchestration and analytics. The acquisition brings together respective industry experts and accelerates CSG into new industry verticals, allowing the firm to tap into a 10 dollars billion global market growth opportunity and strengthen its customer experience management position.
"[c]ustomer-obsessed enterprises must break down organizational silos to focus on the demands of their customers," according to Forrester's research on "How to Choose the Right Tech for Your CX Needs" (June 29, 2021). However, their efforts to collaborate are significantly hampered by diverse and overlapping technology investments."
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CSG's digital customer engagement solutions, combined with Kitewheel's journey orchestration and analytics SaaS technology, result in a powerful cloud-based engagement platform that orchestrates real-time, contextually relevant customer experiences for top companies. As a result, a real-time interaction management platform that bridges information silos and harnesses the power of unified customer interaction and behavioral data to create meaningful, end-to-end customer journeys has been created.
CSG and Kitewheel have already secured and delivered many customers wins throughout the world, including a full-suite deployment at one of the world's major financial institutions. To streamline and automate its mortgage notification process while still complying with different requirements, the financial services major turned to CSG and Kitewheel. The bank raised the number of digital client notifications by almost 10 percent, cut paper and postage expenses, and improved overall operating efficiency. The bank has since expanded the CSG-Kitewheel technology suite to other lines of business, based on the success of the mortgage use case, in its continued endeavor to provide optimized micro-journeys for excellent and personalized customer experiences.
This acquisition brings together two industry leaders: CSG, a global leader in the Gartner Magic Quadrant for Integrated Revenue and Customer Management, and Kitewheel, a leader in The Forrester Wave: Journey Orchestration Platforms, Q4 2020 and a visionary in the Gartner Magic Quadrant for Digital Marketing Hubs, building on a successful partnership that began in 2018.
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