CSG on Wednesday announced the acquisition of Kitewheel, the leading provider for customer journey orchestration and analytics.
The acquisition unites respective industry leaders and propels CSG into new industry verticals, unlocking a $10 billion global market growth opportunity that further extends the company’s position in customer experience management.
The combination of CSG’s digital customer engagement technologies and Kitewheel’s journey orchestration and analytics SaaS technology creates a powerhouse, cloud-based, engagement platform that orchestrates real-time, contextually relevant customer experiences for leading brands. The result is a real-time interaction management platform that bridges the gap between information silos and taps into the power of unified customer interaction and behavioral data to produce meaningful, end-to-end customer journeys.
CSG and Kitewheel have already successfully sold and delivered multiple customer wins worldwide, including a full-suite deployment at one of the world’s largest global banks. The financial services giant turned to CSG and Kitewheel to simplify and automate its mortgage notification process and comply with various regulations. The bank increased its digital customer notifications by over 10%, reduced paper and postage costs and improved overall operational efficiency. Based on the success of the mortgage use case, the bank has since expanded the CSG-Kitewheel technology suite to other lines of business in its ongoing effort to provide optimized micro-journeys for exceptional and personalized customer experiences.
Alfred Binford, President of Customer Engagement for CSG
Kitewheel is a natural extension to CSG’s customer engagement portfolio and strengthens our presence in faster growing industry verticals like retail, financial services and healthcare, which further diversify our revenue mix and customer base.
Mark Smith, President, Kitewheel
By joining the CSG family, Kitewheel brings added scale to our combined customer engagements portfolio, tying together CSG’s proven products, experiences practice, journey orchestration, analytics and communication engagement channel solutions.
