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Customer Engagement Report: Q1 2020

Customer Engagement Report: Q1 2020

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.

The Customer Engagement Report is our CRM complement to the quarterly media insights we share in the Digital Marketing Report (DMR). 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.

Featured This Quarter


74 %
Implemented personalization in 6 channels or less
50 %
Think that marketing should own data rather than IT
54 %
KPIs are clearly defined across the organization


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 Personalization
  • The Key to Delivering Better Personalized Experiences: Understanding the Cross-Channel Customer Journey

Featured Case Studies

A leading pharmaceutical company used AI to optimize 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%.