London, UK, 10th June 2020 – Engage Hub, the data-driven customer engagement company, today announced that it has been included in Forrester’s “Now Tech: Mobile Engagement Automation, Q2 2020” report. Forrester, a leading global research and advisory firm, included Engage Hub among twenty-five vendors in the MEA landscape. To deliver effective mobile engagement automation (MEA), a company needs to be able to identify the right moments to engage with customers. Organisations need to look at how they can communicate with customers across the entire journey by sending contextually relevant messages.
This report provides a selection of vendors for B2C marketers looking to use a mobile engagement automation (MEA) solution to improve customer experience. Forrester states that MEA can help “marketers interpret and act upon customers’ contextual insights to deliver relevant messages at the customer’s moment of need. By combining historical customer data with real-time contextual data, marketers can deliver messaging that is human, helpful, and handy”. Forrester also notes in the report that MEA vendors “must be able to deliver on the messaging formats best suited for your customers and align with your broader marketing technology (martech) stack.”
“Being recognised as a Mobile Engagement Automation (MEA) player by a leading industry research firm, such as Forrester, is a fantastic achievement. We believe our inclusion in this report helps to demonstrate the value of our platform to the wider industry”, said Ray Tierney, CEO at Engage Hub. “Being able to deliver contextual and personalised experiences at the right time of the customer journey is crucial in building customer trust and 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 MEA Now Tech?
Forrester defines MEA as “Technology that uses real-time and contextual insights to proactively engage with known users in the appropriate mobile moment across the customer lifecycle via a mobile device”. The report provides an overview of twenty-five vendors based on market presence and message formats supported.
Forrester states in the report that MEA can help marketers to:
- “Identify the right moments to engage with customers. As marketing becomes a mix of predefined campaigns and ad hoc moments, MEA can help ingest data from myriad sources to weave an understanding of an individual’s context and what kind of message would be most helpful and relevant in that moment.”
- “Send contextually relevant messages. After determining the kind of message that would best serve a customer, MEA can deliver that message through a variety of mobile messaging formats. Most MEA vendors can send push notifications, SMS, and email; some also offer specialty formats such as in-app messaging and mobile wallet messaging.”
- “Engage with customers across the entire customer journey. Mobile devices are an always present customer touchpoint for interactions that go far beyond marketing and acquisition. With MEA, brands can orchestrate messaging that spans the entire customer journey, from acquisition to loyalty.”
If you would like to find out more about how mobile engagement automation 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 Three Ireland, 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.