London, UK, 24th September – Engage Hub, the data-driven AI journey automation company, today announced its inclusion as one of 9 vendors in The Forrester WAVE™: Customer Journey Orchestration Platforms, Q3 2026 report. Forrester named Engage Hub a Strong Performer, up from a Contender in previous reports
A “strong fit” for AI-powered customer journey orchestration
Forrester described Engage Hub as “a strong fit for organisations looking to apply AI to customer journey orchestration (CJO) in regulated environments” – and for those looking for “practical automation without the complexity of larger platforms”.
“A key principle behind Engage Hub is that organisations should not have to choose between innovation and control. Our approach is about helping them introduce AI and automation in a way that delivers measurable outcomes while maintaining the governance, security and oversight their customers and regulators expect,” said Ray Tierney, CEO at Engage Hub. “We believed being recognised as a Strong Performer for our achievements in this area reflects how Engage Hub is punching above its weight, making CJO practical, accessible and valuable – especially for organisations with onerous compliance requirements.”
Supporting compliance across multichannel customer journeys
Forrester highlighted Engage Hub’s approach to combining journey orchestration, engagement automation and AI-driven decisioning while helping organisations manage compliance requirements across customer touchpoints. It also emphasised Engage Hub’s:
AI investments: Expansion beyond automation into AI-assisted journey discovery and orchestration, focusing on affordability and time to value.
Forrester highlighted Engage Hub’s approach to combining journey orchestration, engagement automation and AI-driven decisioning while helping organisations manage compliance requirements across customer touchpoints. It also emphasised Engage Hub’s:
- AI investments: Expansion beyond automation into AI-assisted journey discovery and orchestration, focusing on affordability and time to value.
- Deployment flexibility: Helping regulated organisations adopt AI while meeting security, compliance and data residency requirements.
- Strengths in governance and orchestration: Helping organizations automate complex customer journeys while maintaining oversight and control.
“Organisations using Engage Hub are looking for practical ways to adopt AI across the customer journey, but they also need to know where that AI is operating, what decisions it is making and how those decisions are governed. This underpins our product strategy,” said Karen Waters, Product and Marketing Director at Engage Hub. “We are continuing to develop AI-driven analytics, cross-functional orchestration and journey optimisation alongside the governance and deployment flexibility organisations need to use CJO with confidence.”
Engage Hub’s inclusion as a Strong Performer in this Forrester report comes at a time when CJO is evolving from a journey insight and coordination discipline into a strategic capability for managing customer-centric decisions across the enterprise. Forrester assessed how well vendors support decision quality, journey continuity, enterprise integration, measurement, governance, and the emerging use of agentic AI to recommend, configure, simulate, and execute actions within defined controls.
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To learn more about Engage Hub and its customer journey orchestration capabilities, get in touch.
To download the report, visit the Forrester website. Please note that it is only available to Forrester subscribers or those who wish to purchase it.