Engage Hub recognised in the Customer Journey Orchestration Landscape report

London, UK, 1st February 2024Engage Hub, the data-driven journey orchestration and contact centre automation company, today announced that it has been included in Now Tech: The Customer Journey Orchestration Landscape, Q1 2024 report by Forrester. The report helps B2C marketers to understand the value they can expect from a Customer Journey Orchestration Platforms provider and to select one based on size and market focus. In the report, Engage Hub self reported the extended use cases of contextual issue resolution, learn and adapt to evolving customer intent, and build hyper-personalised, empathetic journeys as the top three areas for which their clients select them.

To deliver effective journey orchestration, a company needs to invest in integrating four core capabilities: data fusion, journey discovery, journey testing and optimisation, and journey automation and orchestration.

The Forrester report states that customer-obsessed organisations focus on journeys to understand the customer, employee, and partner perspective; avoid blind spots caused by inside-out and siloed thinking; boost revenue and resilience; and reduce costs.

Forrester defines journey orchestration as: “The use of real-time data at the individual customer, partner, or employee level to discover journeys, analyse them, predict future behaviour, and adjust the journey in the moment to increase customer lifetime value, employee and partner engagement, operational efficiency, and business results.”

Karen Waters, Product and Marketing Director at Engage Hub, comments on the inclusion: “I am delighted to start the new year with such positive news and see Engage Hub being recognised in the latest customer journey orchestration platforms report by Forrester. Engage Hub’s customer journey solutions have proven time and time again that by coordinating and automating the ideal customer journey, organisations are positioned to deliver higher customer value and satisfaction (leading to greater revenue), together with streamlined internal processes (leading to greater operational efficiency).”

Karen adds: “With effective journey orchestration, you have a single source of accurate data from all systems, so you can confidently coordinate and automate interactions.”

Luigi Loconte, Product Manager at Engage Hub concludes: “Engage Hub’s Customer Journey Tracker, our clients can investigate each interaction across entire journeys, gaining deeper, real-time insight than ever before. It enables them to make evidence-based decisions about optimising CX, campaigns and customer service.”

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Learn more about how Engage Hub’s unique customer journey solutions help companies boost efficiency, drive engagement and differentiate in a competitive market, 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.