A Virtual Wine Tasting Session
Journey Analytics:
Find What’s Broken and Fix It
Presented by
WHAT WE WILL DISCUSS
You can’t improve customer experience if you don’t know what’s broken. Yet many organizations still rely on assumptions and isolated metrics instead of seeing the full journey.
Join CSG and a select group of senior enterprise leaders for a practical, peer-driven discussion on how journey analytics is helping brands uncover friction, reduce costs, and restore customer trust. For example, a leading financial services provider cut agent call volume by 25% by identifying and fixing digital gaps in their payment journeys.
We’ll explore how to:
- Identify breakdowns across billing, care, security, and service journeys
- Replace manual CX analysis with automated, insight-driven improvement
- Use journey data to enhance digital containment, routing, and personalization
- Align IT, CX, and operations teams on measurable customer impact
Session Highlight:
Enjoy a 20-minute sommelier-led wine tasting experience as part of the session—relax, connect with peers, and elevate the conversation in a unique virtual setting.
If you’re responsible for customer experience, operations, or digital innovation, this is your chance to explore how journey analytics can turn disconnected experiences into competitive advantage.
AGENDA
04:30 PM – 04:40 PM
Session & Participant Intro
04:40 PM – 05:00 PM
Guided Wine tasting by an expert
05:00 PM – 05:50 PM
Interactive discussion on the topic
05:50 PM – 06:00 PM
Closing
THE SOLUTION EXPERT
Keith Wilson
Executive Director of Product at CSG
Keith leads the CX product vision and roadmap at CSG. A former advisor to Fortune 500 companies in financial services and retail, he brings deep expertise in omnichannel automation and digital transformation strategies that drive real business outcomes.