Summary
B2C marketers use real-time interaction management (RTIM) to connect personalization strategies with customer experience (CX) initiatives. RTIM enables next best experience (NBX) decision-making, facilitates cross-functional alignment, and optimizes customer outcomes to drive business growth. As part of our research for The Forrester Wave™: Real-Time Interaction Management, Q1 2024, we analyzed 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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