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2020 Customer Engagement Report Q1

2020 Customer Engagement Report Q1

We're digging even deeper in 2020

Our collection of research-based reports brings you a clearer picture of the CRM landscape to help you in your people-based marketing journey. Customer engagement requires the orchestration of strategy, data, advanced analytics, technology, campaign executions, and performance management. We look forward to bringing you these valuable insights as 2020 unfolds.

You’ll get cross-industry analysis of marketing statistics and trends in addition to articles and case studies to help you make better business decisions.


74% Implemented personalisation in 6 channels or less

50% Think that marketing should own data rather than

54% KPIs are clearly defined across the organisation

We surveyed more than 400 marketers at major North American and UK brands, spanning several industries, about their priorities for customer engagement. Get context and analysis for these findings and much more in the report.



  • The Barriers to Great Personalisation
  • The Key to Delivering Better Personalised Experience: Understanding the Cross-Channel Customer Journey


Featured Case Studies

A leading pharmaceutical company used AI to optimise engagement through relevant and sequential messaging, resulting in a 25% contribution to total prescriptions due to promotional activities. 

A UK newspaper company leveraged AI-driven models to build engagement from newsletters, increasing click-through rates by 200%.