London, UK, 4th May 2020 — Engage Hub, leaders in data-driven customer engagement, today announced that it has been included in Now Tech: Real-Time Interaction Management, Q2 2020 report. Forrester, a leading global research and advisory firm, included Engage Hub among the vendors that offer cross-channel marketing as a primary functionality, in a report that helps B2C marketers to understand the value they can expect from a RTIM provider and to select one based on size and functionality.
To deliver effective 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.
Forrester states that modern B2C marketers must elevate CX to the level of customer obsession. RTIM helps marketers realise CX aspirations via critical enterprise marketing technology (MarTech) capabilities: cross-channel identity resolution, contextual understanding, decision arbitration, offer orchestration, and measurement and optimisation.
Forrester defines RTIM as: “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints.”
Forrester evaluates RTIM solutions based on their capacity to:
Orchestrate contextually relevant customer experiences. To achieve sustainable competitive advantage, B2C marketers must move beyond traditional campaigns to orchestrate always-on, continuous engagement. 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” campaigns to provide continuous value and utility with each customer interaction.
Align marketing with all customer-facing functions. Customers want consistency and relevance across all touchpoints with a brand, so marketers must align martech investments with broader CX initiatives. RTIM integrates marketing automation tools with applications for sales, service, eCommerce, and other operational functions.
“Being recognised as an RTIM player by a leading industry analyst, such as Forrester, is, in our opinion, a great accolade – and a fantastic way to continue the successes from 2019 into 2020. We believe inclusion in reports like this demonstrates the value of our platform to the wider industry”, said Ray Tierney, CEO at Engage Hub.
“Customer demands continue to change and at a rapid pace. We have seen this particularly in the last 24 months with advancements in technology and a more competitive landscape. They expect highly personalised, dynamic, digital experiences in an instant. Being able to deliver relevant messages in real-time, in a cohesive way, is crucial in building customer loyalty, or they will simply look elsewhere. Our mission is to help businesses communicate with their customers seamlessly on a more personal level, ensuring the optimum experience through every touchpoint”, Ray added.
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, 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.