Engage Hub recognised in Real-Time Interaction Management report by Independent Research Firm

London, UK, 28th January 2022Engage Hub, the data-driven journey orchestration company, today announced that it has been included in Now Tech: Real-Time Interaction Management, Q4 2021 report. Forrester, a leading global research and advisory firm, included Engage Hub among the vendors that offer customer journey orchestration and 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 recognise and understand real-time customer context, determine and orchestrate the next best experience, and measure and optimise customer outcomes.

Forrester states that marketing leaders must use RTIM solutions to deliver mutual value exchanges in the moments that matter most to their customers. The report continues to say that RTIM extends beyond marketing to encompass sales, e-commerce, service, and other customer-facing operations.

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:

  • Recognise and understand real-time customer context. Contextually relevant experiences hinge on delivering value to customers in their moments of need. RTIM uses identity resolution techniques to recognise customers. It further combines real-time insights with stored data to determine their current context whether they are engaging via digital or offline channels.
  • Determine and orchestrate the next best experience (NBX). NBX represents the ability to decide and deliver the right experience to the right customer in real-time based on everything you know about that individual. RTIM employs advanced analytics and business rules to recommend NBX in the context of a customer journey, independent of the business domain.
  • Measure and optimise customer outcomes. Defining customer-centric metrics can help break down entrenched silos between marketing and the CX function to ensure a collaborative focus on customer outcomes. RTIM foregoes clicks-and-conversions reporting to measure the impact of experience-led marketing, where empathy and value are key business drivers.

Karen Waters, Product and Marketing Director at Engage Hub, comments on the inclusion: “Being recognised as an RTIM player by a leading industry analyst, such as Forrester, is, in our opinion, a great achievement – and a fantastic way to continue the successes from 2021 into 2022. Given customers’ ever-heightening expectations around personalised digital experiences these days, RTIM is a truly valuable tool that helps organisations build loyalty and stand out from the competition.”

Karen continued, “Not all enterprises have the capability to process customer data in real-time to create actionable insights. At Engage Hub, we believe that success is about getting in touch with customers on a personal level. This is our speciality. We are a small business, but we are pioneers when it comes to real-time communications. That is why enterprises around the globe trust us to deliver real-time messages to their customers, helping them communicate cohesively while delivering the next best experience.”

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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.

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.