real-time interaction management

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Just Published: The Forrester Wave™: Real-Time Interaction Management, Q2 2017

Rusty Warner June 7, 2017
I’m pleased to announce that we have just published The Forrester Wave™: Real-Time Interaction Management, Q2 2017. This evaluation includes 12 vendors that address RTIM, which Forrester defines as: enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints. Vendor capabilities […]
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Landscapes, Portfolios, And Point Solutions (Oh, My!)

Rusty Warner May 14, 2017
If you’re a marketer struggling to decipher the complicated marketing technology landscape of more than 5,000 vendors – and show me a marketer who isn’t – then I have some good news for you. It won’t be as easy as following the yellow brick road, but you can begin to make sense of today’s seemingly […]
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Real-Time CX

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Real-World Feedback on Real-Time Interaction Management

Rusty Warner February 1, 2016
Have you ever felt like this… Our vendor has some great capabilities that we are not leveraging, but I would place the blame on us. Well, you’re not alone. That’s actually a direct quote from one of the 74 customer references we surveyed for the Forrester Wave™: Real-Time Interaction Management, Q3 2015. In general, we […]
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The Enterprise Marketing Technology Landscape – Simplified

Rusty Warner November 2, 2015
We’ve all seen comprehensive diagrams featuring hundreds of vendor logos across multiple marketing technology categories. So, when tasked with mapping the technologies required to deliver contextual marketing, I decided to simplify things. For more details, see my new report “Combine Systems Of Insight And Engagement For Contextual Marketing.” Forrester has defined broad “systems of X” […]
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Let’s Get Real – Introducing The Forrester Wave™: Real-Time Interaction Management, Q3 2015

Rusty Warner July 29, 2015
When I published the Market Overview: Real-Time Interaction Management back in May, I highlighted more than 100 vendors that provide real-time interaction management (RTIM) solutions or solution components.  I outlined in that report how enterprise marketing technology vendors address – to varying degrees – all five RTIM requirements: customer recognition, contextual understanding, decision arbitration, offer […]
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The Real-Time Interaction Management Space Is Dizzyingly Fragmented

Rusty Warner May 8, 2015
Back in February, I published a brief on Demystifying Real-Time Interaction Management, where I reviewed evolving requirements for building a contextual marketing engine, capable of engaging empowered customers across real-time channels. These requirements include: customer recognition, contextual understanding, decision arbitration, offer orchestration, and measurement and optimization.  As promised then, I have been researching the RTIM […]
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Decisions, decisions…

Rusty Warner February 24, 2015
We all know that empowered customers expect brands to deliver contextually relevant experiences based on their individual preferences for content, timing, location, and channel(s). How do customer insights (CI) professionals decide the appropriate course of action – not just for a single customer, but for all customers? How do they then execute on those decisions […]
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