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Customer Engagement Report: Q4 2019

Customer Engagement Report: Q4 2019

We Think It’s About Time We Share Our Insights

After over 30 years of being entrenched in our clients’ CRM aspirations and achievements, there’s certainly no pretending that customer engagement is easy. It requires the orchestration of strategy, data, advanced analytics, technology, campaign executions, and performance management.

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


50 %
Data is leveraged in marketing only half of the time
28 %
Messaging is based on one-to-one behavior triggers
80 %
Have the tools to deliver personalized customer experiences


We surveyed more than 200 marketers at major North American brands spanning across industries about their priorities across customer engagement. Get context and analysis for these findings and much more in the report.


  • Positive Customer Experiences are Fueled by Data
  • How Human Loyalty® Programs Create Identity to Power Personalization

Featured Case Studies

A leading athletic apparel brand used its loyalty program and a data-based approach for a more targeted customer experience to convert one-time purchasers to repeat customers. 

A major auto manufacturer used audience targeting to deliver relevant messages to customers across channels, resulting in increased acquisition and improved costs.