Data Overview Report

The State Of Real-Time Interaction Management, 2022

How Leading Firms Use RTIM To Deliver The Next Best Experience

August 12th, 2022
With contributors:
Oliwia Berdak , Carine Lam , Sam Bartlett

B2C marketers use real-time interaction management (RTIM) to elevate marketing by connecting personalization strategies with customer experience (CX) initiatives. RTIM enables next best experience (NBX) decision-making, facilitates cross-functional alignment, and powers measurement and optimization based on customer outcomes. As part of our research for The Forrester Wave™: Real-Time Interaction Management, Q2 2022, we collected data from customer references about their top RTIM priorities and adoption trends. B2C marketers should use this report to benchmark their RTIM practices against their peers and plan improvements.

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