London, UK, 15th November 2023 – Engage Hub, a leading provider of journey orchestration and cross-channel communication solutions, today announced that it has been included in The Real-Time Interaction Management Landscape, Q4 2023 report. Forrester, a leading global research and advisory firm, included Engage Hub among the vendors that self-reported that clients select them for the extended use cases of customer-focused next-best-experience decisioning, journey-based customer understanding and customer-obsessed business strategy optimisation as primary functionality, in a report B2C marketers should use to understand the value they can expect from a RTIM provider and to select one based on size, type of offering, geography, and use case differentiation.
To deliver effective RTIM, a company needs to recognise and understand real-time customer context, determine and orchestrate the next best experience, and continuously optimise customer outcomes and business results.
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.”
In order to deliver successful RTIM implementations, Forrester states that those implementations require enterprise investments to integrate five core capabilities that enable cross-functional CX use cases for both digital and human-assisted touchpoints: customer recognition, contextual understanding, next-best-experience (NBX) decision arbitration, experience orchestration, and continuous optimisation.
Forrester evaluates RTIM solutions based on vendor’s business value and market maturity. B2C marketing executives implement RTIM offerings to:
- Recognise and understand real-time customer context. Contextually relevant experiences hinge on anticipating customers’ needs and helping them realise desired outcomes.
- Determine and orchestrate the next best experience. 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.
- Continuously optimise customer outcomes and business results. A collaborative focus on customer outcomes requires shared CX metrics that help break down entrenched organisational silos.
Ray Tierney, CEO at Engage Hub, comments on the inclusion: “Being recognised as an RTIM vendor by a leading industry analyst, such as Forrester, is, in our opinion, a great achievement and testament to our AI-powered solutions and services.”
“Customer demands continue to change and at a rapid pace. 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 and standing out from the competition. 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.
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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 leading brands such as, Bank of Ireland and Sainsbury’s, 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.