A best-practice approach to customer journey tracking helps you foster loyalty, boost revenue and improve operational efficiency. Here’s how to do it.
London, UK, 16th June 2020 – Engage Hub, the data-driven customer engagement company, today announced that Forrester Research has named it a Contender in “The Forrester WaveTM: Journey Orchestration Platforms, Q2 2020” report.
Forrester evaluated eleven providers against twenty-eight criteria, merged into three high-level categories. In this assessment, each of these vendors:
• “Offers a comprehensive journey orchestration platform.”
• “Provided evidence of its journey orchestration customers’ success.”
• “Supports access to a wide range of data sources.”
• “Generates strong customer interest.”
In the report Forrester states, “Engage Hub is focused on improving customer experience, agent experience, and operational efficiencies. Engage Hub has a dedicated agile team and offers rapid journey automation and hands-on journey mapping for companies that are just getting started with journey orchestration. Use cases include campaign optimisation, consent management, digital process automation, call centre optimisation, and multi-channel communications.”
The report continues that the Engage Hub’s platform “includes a journey tracker for evaluating customer journeys in real-time. It orchestrates data from disparate legacy systems and includes an email editor, IVR, and mobile page builder to drive more relevant engagements with customers based on journey behaviour.”
The report goes on to state that “Engage Hub also provides a single view of the customer for agents that includes customer details, process payments and history, latest contact details, appointments, and deliveries. (..) Engage Hub is a good fit for companies looking to stand up journey automation in a very short period of time to improve the experiences customers have with call centre agents or boost engagement in customer lifecycle programs.”
“We are thrilled to be named a Contender in this Forrester Wave report as we believe it validates the feedback we hear on a daily basis from our growing portfolio of clients and partners,” says Ray Tierney, CEO at Engage Hub. “We continually lead our clients through large digital transformation programmes, using our cloud-based journey orchestration and visualisation software to deliver tangible results; most notably in the area of reduced costs and, more importantly, improved customer experience. Customer Journey Tracker gives our clients insights into how their customers are engaging and progressing through various journeys in a multi-channel environment, allowing them to make crucial data-driven decisions about more effective automation and optimisation.”
What is the Forrester Journey Orchestration WaveTM report?
The Forrester Wave is “a guide for buyers considering their purchasing options in a technology marketplace. To offer an equitable process for all participants, Forrester follows a publicly available methodology, which we apply consistently across all participating vendors”. The Forrester Wave offers the benefits of detailed analysis of vendors’ services and products and comparisons between individuals’ requirements.
If you would like to find out more about how journey orchestration 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.
About Engage Hub
At Engage Hub, it’s our mission to make sure your business treats your customers as individuals to engage each and every one, so you win them over faster and keep them for longer.
With over 30 years in the business, our services have evolved alongside the needs of our clients, including some of the world’s most successful brands across the financial services, utilities, telecoms, retail and logistics sectors. We understand the challenges you face – from data silos to legacy systems – and have built intelligent, intuitive and effective solutions that work for you.
Our commitment to excellence has helped us build a reputation as the leading global provider of data-driven consumer engagement and customer retention solutions. At a time when brand loyalty is at an all-time low, our data orchestration technology delivers the kind of experiences your customers have now come to expect. So, you can always keep them engaged and happy.