The respondents’ incentives include a complimentary copy of The Forrester Wave™: Real-Time Interaction Management Software, Q4 2025 at the time of publication.

Forrester Wave™: Real-Time Interaction Management Software, Q4 2025 This graphic plots vendors by their overall ranking, determined by current offering and strategy scores. This graphic has an associated spreadsheet that includes all data presented. Please access the spreadsheet for details. Figure 1 Forrester Wave™: Real-Time Interaction Management Software Scorecard, Q4 2025 This table shows vendors’ criteria scores by current offering and strategy.

Some RTIM software solutions include — and others integrate — CJO functionalities to ingest real-time data at the individual customer level, analyze current behavior, predict future behavior, and adjust journeys in the moment. By making decisions in the context of the customer journey, RTIM software helps marketers consider interaction possibilities beyond conversion events. Real-Time Interaction Management Software Market Maturity And Key Dynamics RTIM software is an established.

2017 Real-Time Interaction Management Customer Reference Online Survey.

Survey Methodology For this report, we used insights from Forrester’s Q4 2023 Real-Time Interaction Management Forrester Wave™ Customer Reference Survey, which was fielded to 36 customer references provided to us by the vendors represented in the study. Forrester fielded the survey from November to December 2023. The respondents’ incentives included a complimentary copy of The Forrester Wave™: Real-Time Interaction Management, Q1 2024 report at the time of publication.

The respondents’ incentives included a complimentary copy of The Forrester Wave™: Real-Time Interaction Management, Q2 2022 report at the time of publication. Companies We Researched For This Report Forrester researched the following companies for this report.

This move is vital because bank-based payments are at the core of real-time payments. But, as a senior director of product management at Worldpay explained: “Consumer usage of real-time payment methods will depend on whether they feel that their data, accounts, and money are safe when doing so.” A handful of use cases are driving early real-time payment adoption in B2C payments.

Figure 7 Real-Time Interaction Management Software Real-time interaction management software (RTIMS) encompasses customer data management; analytics and AI; “next best” decision-making; and integrations with customer-facing systems across marketing, sales, service, and other operational functions. RTIMS helps firms overcome cross-functional challenges to realize enterprise strategies that align customer outcomes with business goals.

Converges with RTIM and data platforms but serves a broader lifecycle mandate. CJO overlaps with real-time interaction management (RTIM) and adjacent categories, with several vendors appearing in multiple markets. However, buyer responses highlight an important distinction: CJO platforms are increasingly used to coordinate decisions across the whole customer lifecycle, including service recovery, retention, and operational journeys.

In addition, firms in regulated sectors align CCMHs with real-time interaction management software and back-office credit, fraud, and risk systems. These patterns reinforce why B2C marketers should think of CCMH as an orchestrator within a verticalized ecosystem, not a standalone solution. Cross-Channel Marketing Hubs Market Maturity And Key Dynamics CCMH is an established market. Its main trend is CCMHs are a key investment for AI-powered marketing transformation.