London, UK, 23rd January 2019 — Engage Hub, the data-driven customer engagement company, today announced that it has, for the first time, been included in Now Tech: Real-Time Interaction Management, Q1 2019. Forrester, a leading global research and advisory firm, included Engage Hub among the five vendors that offer cross-channel communications as a primary functionality. To deliver effective real-time interaction management (RTIM), a company needs to be able to send real-time communications that are non-channel specific. This will enable two-way conversations, delivered to its customers’ preferred channel at any given time.
This report provides a selection of vendors for B2C marketers looking to deploy a real-time interaction management (RTIM) solution to improve customer experience. Forrester states that RTIM can help ‘‘marketers realise their customer experience aspirations via critical enterprise marketing technology (EMT) capabilities such as cross-channel identity resolution, contextual understanding, decision arbitration, offer orchestration, and measurement and optimisation.’’ Forrester also notes in the report that those who are relying on mobile engagement automation (MEA) to enhance customer experience, should evaluate cross-channel communications providers.
“Being recognised as a true RTIM (Real-Time Interaction Management) player by a leading industry analyst, such as Forrester, is a great accolade – and a fantastic way to kick off 2019. Inclusion in reports like this, alongside award nominations like Engage Customer, helps demonstrate the value of our platform to the wider industry”, said Ray Tierney, CEO at Engage Hub. “Customers today are more demanding than ever, expecting highly personalised, dynamic, digital experiences. Being able to deliver relevant messages in real-time, in a cohesive way, is crucial in building customer loyalty. This is an important part of Engage Hub’s mission – and helps businesses communicate with their customers on a more personal level.”
What is the Forrester RTIM Now Tech?
Forrester defines RTIM as ‘‘Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints.’’ The report evaluated forty-two vendors based on market presence and fifteen functionalities.
Forrester analysed RTIM providers’ solutions based on their capacity to:
- ‘‘Orchestrate contextually relevant customer experiences. To achieve sustainable competitive advantage, B2C marketers must deliver self-perpetuating cycles of real-time, two-way, insight-driven interactions with individual customers. RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.
- Address customer expectations for mutual value exchanges. Contextually relevant experiences hinge on delivering value to customers in their individual moments of need. RTIM helps marketers go beyond “right message, right time” to provide continuous value and utility with each customer interaction.
- Align marketing with customer-facing functions. Customers want consistency and relevance across all touchpoints with a brand, so marketers must align EMT investments with broader CX initiatives. RTIM integrates marketing automation tools with applications for sales, service, eCommerce, and other operational functions.’’
If you would like to find out more about how our real-time solutions will benefit your business and learn why Engage Hub is the vendor of choice for innovative brands such as Sainsbury’s, Bank of Ireland and Telefonica, please get in touch here.
To download the report, please visit the Forrester website – please note this report is only available to Forrester subscribers or to those who wish to purchase the report.