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2020 Customer Engagement Report Q2

2020 Customer Engagement Report Q2

How are marketers adapting?

Within our climate of unprecedented business disruption and uncertainty, what are marketers doing to change gears, and what does that mean for customer engagement? This report is our CRM complement to the quarterly media insights we share in the Digital Marketing Report (DMR). We bring you cross-industry analysis of marketing statistics and trends in addition to articles and case studies to help you make better business decisions.


85% Plan to increase agile adoption

41% of marketers use 1st and 3rd party data to drive personalised experiences

40% of respondents are most concerned with keeping an accurate inventory of customer data

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.

Featured Case Studies

Aviva, A 300-year-old global financial services company, transforms its business with data integration and agile organisational restructuring.

A subscription-based automotive services provider achieved significant improvement in efficiencies and, more importantly, now has a team that works together and has visibility into progress.