Kitewheel, a leading provider of customer journey orchestration and analytics, has been acquired by CSG®, the leading provider of innovative customer engagement and revenue management solutions. As a result of the acquisition, CSG will be able to extend its reach into new industry verticals, unlocking a $10 billion global growth opportunity in customer experience management (CEM).
According to 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. Kitewheel’s expertise and established market leadership will enhance our ability to deliver greater value to new customers around the world and turbo-charge the global expansion of our customer engagement business.”
With CSG’s digital customer engagement capabilities and Kitewheel’s journey orchestration and analytics SaaS, CSG creates an engagement platform powered by cloud technology that orchestrates context-sensitive customer experiences in real-time for brands of all sizes. This produces a real-time application platform that bridges information silos and leverages the potential of unified customer interaction and behavior data to produce meaningful, end-to-end customer journeys.
Mark Smith, president, Kitewheel, said, “In today’s hyper-connected, hyper-personalized world, the ability to offer differentiated customer experiences can make or break a company and brand. 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. These real-time interaction management capabilities are unmatched in the industry and offer an end-to-end solution with the agility and intentionality companies need to wow their customers.”
The two companies have already achieved multiple customers wins worldwide, such as a full-suite deployment at one of the world’s largest financial institutions. After the successful implementation of the mortgage use case, the bank has gone on to roll out CSG-Kitewheel to other lines of business, concentrating its efforts on providing exceptional and personalized customer experiences across micro-journeys.