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2020 Customer Engagement Report Q3

2020 Customer Engagement Report Q3

How do marketers feel about their platforms these days?

This edition of the Customer Engagement Report explores the “modern platform” through the lens of delivering engaging customer experiences. Considering everything from real-time data versus relevant-time data application challenges, down to the tools needed to upgrade capabilities, marketers weighed in about how their platforms are working for them and where they are seeing gaps. Our research revealed that most are happy with their current platform but may not be seeing the full potential from it.


89% say their current martech enables omni-channel experiences

78% say their current platform is delivering the expected ROI

79% prefer a custom-build platform

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

Featured Case Studies

The case studies featured in this issue explore how a national paint retailer developed a modern marketing platform, including a 360-degree view of the customer, complete with rich third-party data appended. We also reveal how a national bank leveraged real-time decisioning, orchestrated in an omni-channel environment, to build a complex set of customer interactions over time and touchpoints.