Don’t Just Know Your Customers. Understand Them.
Your customers aren’t just data points. They’re living in moments—checking balances, requesting help, abandoning carts, clicking the third email but skipping the first two. To understand your customers, you have to connect all those different signals to build a real-time, evolving picture of each person. Not just who they are, but what they need in the moment. Then you can deliver the right response, at the right time, every time.
Why Understanding Today’s Customer Is Harder Than Ever
Most businesses are flooded with data— but starved for insight.
CRMs, billing systems, support tools and marketing platforms each capture fragments of the customer—but none of them see the whole picture.
CSG Xponent Changes That
CSG Xponent is a customer engagement platform that transforms disconnected data points into realtime, actionable customer understanding.
It unifies your data, enriches it with behavioral insights and applies predictive intelligence so you can: Build living profiles that evolve with every interaction
Know what customers need—before they tell you
Engage with precision and purpose across every channel
TheResultsof Disconnected DataPoints
Campaigns aimed at outdated personas
Support teams blind to customer history
Product decisions misaligned with real-world behavior
Cobbled-together segments that feel efficient, but aren’t personal
Customers feel it in every interaction: generic messages, repeated questions and disconnected moments. This disconnect drives up service costs, drags down campaign performance and slowly erodes loyalty.
Features
Profile & Attribute Enrichment
Capture live signals—behaviors, preferences, interactions—so every click updates the customer profile, and the next action is smarter than the last. These aren’t static records— they’re living profiles that power truly relevant, real-time personalization.
Identity Resolution
Connect data across channels, devices and sessions—linking anonymous and authenticated behavior into a single, unified profile. With so many customers using multiple channels (38%) and multiple devices (46%) to complete a service journey (Gartner), this level of visibility isn’t optional— it’s critical.
Segmentation
Don't wait to react. Use AI to detect intent and proactively deliver the message, offer or action your customer needs—before they even have to ask. Our advanced AI models analyze patterns across channels and touchpoints to predict customer needs and automate the next best action in real time.
Predictive AI Intent Detection
Don't wait to react. Use AI to detect intent and proactively deliver the message, offer or action your customer needs—before they even have to ask. Our advanced AI models analyze patterns across channels and touchpoints to predict customer needs and automate the next best action in real time.
Why Use CSG Xponent?
One Profile. One Source of Truth. Your CRM sees one version. Billing sees another. Marketing a third. Xponent brings it all together—finally giving every team a single, real-time view.
Real-Time Data. Real-Time Action. When a customer’s journey shifts, your strategy should too. Xponent doesn’t act on stale data— it learns constantly, updating every profile in real time so you can respond with relevance in the moment, not after it’s passed.
Go Beyond Segments. Focus on Individuals. Understanding customers means you can talk to them like people—not personas. Xponent helps you tailor every message, campaign and action to who they are and what they're doing now.
Being able to consolidate data sources is something many claim but few truly achieve. We were able to achieve that because of CSG Xponent.
CSG Reference Customer
Proven Success. Minimal Disruption. Our modular platform fits into your existing tech stack—no massive overhaul required. And as a recognized Leader in the Forrester Wave™, we make transformation achievable and low risk. Real Results. Measurable Impact.
3x increase in SMS responsiveness with individualized targeting
CSG customers using Xponent have experienced: What Makes CSG Different?
26% Lift in click-through rates from hyper-personalized content
43% Drop in contact center calls via proactive resolution
Real-Time Customer Understanding. CSG connects the dots across every interaction, giving you a complete, always-current view of each customer to power faster, smarter engagement. Built for Business Teams. You shouldn't need a dev team to use your data. CSG puts the power in the hands of marketers, CX leaders and ops teams with easy-to-use tools that drive action.
Are you ready to transform how you understand and engage customers?
Learn more about CSG Xponent