My colleague Joe Stanhope and I have previously written about “The Future Of Enterprise Marketing Technology” and how it hinges on marketing alignment with customer experience (CX) strategies. To be successful, marketers must orchestrate personalized experiences that deliver value in their customers’ moments of need.
But brands must “Align Strategy And Technology To Deliver Next-Gen Personalization,” and that requires investments on multiple fronts, as we outlined in our guide to Forrester’s personalization coverage: “Research Overview: Personalization.”
One critical investment is real-time interaction management (RTIM), which Forrester defines as:
Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints.
Our latest evaluation of the RTIM space, “The Forrester Wave™: Real-Time Interaction Management, Q4 2020,” is live today. Our evaluation identified the 13 most significant RTIM vendors — Adobe, Boxever, Emarsys, FICO, IMImobile, Kitewheel, Pegasystems, Precisely, Salesforce, SAS, Teradata, Thunderhead, and Treasure Data — and scored them across 30 criteria. Use this report to identify the RTIM solution with the capabilities that matter most to your brand when it comes to elevating your approach to personalized, moments-based CX.
For a broader view of the RTIM vendor landscape, you can also review our “Now Tech: Real-Time Interaction Management, Q2 2020” report, which includes information on 42 RTIM providers. And, as always, feel free to schedule an inquiry if you’d like to talk in depth about our research findings or the various vendors in the RTIM space.