Observed Signal · Sep 25, 2026 · Technical Release · Source: https://martechseries.com/feed/ · Impact: 2/5 · Sentiment: Positive
CSG Named Leader in Forrester Wave for Customer Journey Orchestration
CSG and Netcracker Technology announced that CSG has been named a Leader in The Forrester Wave™: Customer Journey Orchestration Platforms, Q3 2026, with the highest possible scores in 19 of 23 criteria. The recognition highlights CSG Xponent's capabilities in journey orchestration, customer communications management (CCM), and governed AI. In the past six months, Xponent also received honors including Leader in G2's Fall 2026 CCM Software category, Leader in the QKS SPARK Matrix™ for CCM, and two AI awards. Executives Katie Costanzo and Bob Titus emphasized the importance of AI-driven journey orchestration and intelligent governance in turning customer data into actionable, measurable business outcomes. The report underscores the platform's strengths in predictive journey intelligence, journey success analysis, and AI governance.
Reinforces CSG's leadership in the customer journey orchestration space and highlights the growing importance of AI governance and customer experience management.
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Key Takeaways & Evidence Grounding
- CSG was named a Leader in The Forrester Wave™: Customer Journey Orchestration Platforms, Q3 2026.
- CSG Xponent received the highest possible scores in 19 of 23 Forrester Wave criteria.
- Xponent was also recognized as a Leader in G2's Fall 2026 CCM Software category.
- Xponent was named a Leader in the QKS SPARK Matrix™ for CCM, Q3 2026.
- Xponent won the 2026 AI Breakthrough Award and the Business Intelligence Group 2026 Artificial Intelligence Excellence Awards.
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
C3 AI Named Leader in Forrester AI Platforms Wave
C3 AI was recognized as a Leader by Forrester Research in The Forrester Wave™: AI Platforms, Q3 2026, receiving the highest score in the current offering category among 15 evaluated providers. Forrester evaluated C3’s Agentic AI Platform, noting its unified enterprise ontology graph and turnkey application portfolio (including reliability, demand planning, process and inventory optimization). C3 AI achieved top scores across eight criteria — including data modeling, agent development, governance, security certifications (SOC 2, ISO, FedRAMP), and supporting services — and received above-average customer feedback. Thomas M. Siebel, CEO of C3 AI, commented on the company’s role in inventing Enterprise AI, model-driven architecture, and agentic AI.
ISG: Unified, AI-Enabled CXM Platforms Rise
Information Services Group (ISG) published its 2026 Buyers Guides for Customer Experience Management, reporting a shift from fragmented, department-level customer tools toward unified end-to-end CXM platforms that combine contact center, CDP, analytics and marketing automation capabilities. ISG highlights AI as a major driver—powering automation, real-time guidance and predictive decisioning—and recommends enterprises evaluate CXM vendors in the context of AI strategy, orchestration, lifecycle visibility and extensibility. The research assessed 42 providers across five guide categories (including AI-CXM and retail CXM), named Leaders and Overall Leaders (Salesforce ranked top Overall Leader), and identified exemplary and innovative vendors across categories.
Sprinklr Named Exemplary in ISG 2026 CXM Buyers Guide
Sprinklr has been named an "Exemplary Provider" in the 2026 ISG Buyers Guide for Customer Experience Management and was recognized as a Leader in Capability — one of only three providers to receive that distinction. ISG evaluated CXM software on product experience (capability and platform) and customer experience; Sprinklr scored above the median in both dimensions. The announcement highlights Sprinklr’s Unified-CXM positioning, AI and analytics strengths, journey orchestration and lifecycle analytics. Sprinklr Chief Product and Strategy Officer Karthik Suri and ISG authoring analyst Keith Dawson are quoted on the company’s platform focus, reliability, compliance features and integrated apps designed to reduce fragmentation across customer experience functions.
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