The Forrester Wave™ is a guide for buyers considering their purchasing options in a technology marketplace. In its latest report on “Cross-Channel Marketing Hubs, Q1 2023” authored by Rusty Warner and Xiaofeng Wang, Forrester has named Capillary a Strong Performer.

“Cross-Channel Marketing Hubs are defined as enterprise marketing technology that supports customer data management, analytics, segmentation, and workflow tools for designing, executing, and measuring marketing engagement across
digital and offline channels.”

– “The Cross-Channel Marketing Hubs Landscape, Q1 2023”, Forrester, Feb 13, 2023

Marketers Use CCMHs To Transform Campaigns Into Personalized Experiences

Cross-channel marketing hubs (CCMHs) can help marketers overcome data and channel integration issues to consistently engage with customers in their moments of need. Forrester previously called this category “cross-channel campaign management” (CCCM), but it has been updated to reflect the evolution from scheduled promotional campaigns to personalized experiences triggered by customer behavior.

According to Forrester, CCMH customers should look for providers that:

1) Support sophisticated cross-channel experiences at scale

2) Help marketers deliver both business and customer outcomes

3) Ease human workloads with AI-based recommendations in business language.

Capillary Earns a “Strong Performer” Mention

And it gives us immense pleasure to share that Forrester ranked Capillary as a strong performer in the report that provides the above. Capillary’s solution supports the needs of brands in terms of loyalty and customer engagement for mobile, e-Commerce, and marketplaces. The report states, “[Capillary] differentiates with innovative AI-based natural language recommendations to help users optimize marketing strategy and performance. It also provides unique features that leverage emotional loyalty for segmentation and activation.” Capillary received the highest scores possible in the following criteria of the report:

• • Strategy optimization (incorporation of real-time insights to optimize cross-channel marketing in support of both customer outcomes and business objectives)

• • Performance management (support for KPIs with real-time alerts for performance against defined thresholds to measure ROI)

• • • Mobile (personalized CX via mobile channels)

   

  • E-commerce and marketplaces (integrations and overall personalized CX via e-commerce channels)

At Capillary, we work with 250+ enterprise brands in 30+ countries, touching 875M+ end customers. Powering this is Capillary’s powerful platform consisting of Loyalty+, Engage+, and Insights+ built on top of a powerful consumer data platform (CDP+). The report states, “Capillary generates more than half of its CCMH revenue from APAC, but it’s rapidly expanding in the Americas and EMEA. It’s also aggressively pursuing enterprise opportunities, and nearly half of its global 400+ customers are enterprises with $1 billion or more in revenue.”

“We’re extremely proud to be a strong performer in this brand new Wave report on Cross-Channel Marketing Hubs. Over the past decade, we’ve made a strong foothold in the APAC region and are now quickly expanding our footprint in the western world. For us, this citation is a great validation along with the great customer testimonials we’ve been receiving. It helps us stay on course to strive for more and serve our customers even better,” says Sameer Garde, CEO of Capillary Technologies.

Click here to go to the download report page on Forrester. Available to Forrester subscribers or for purchase.

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Jubin Mehta is the Associate Director of Marketing at Capillary Technologies. He is a full stack marketer with 10+ years of experience as a tech journalist and B2B SaaS marketer. Also a meditation instructor, he is a proponent of non-dual philosophy. He can be reached out on Twitter @jub_in.