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 Technologies 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

Cross-Channel Marketing Hubs: Transforming Campaigns into Personalized Experiences

Cross-channel marketing software can help marketers overcome data silos and integration challenges, ensuring a seamless cross-channel customer experience across digital and offline touchpoints. Forrester previously referred to this category as cross-channel campaign management (CCCM), but the term has evolved to reflect the shift from scheduled promotional campaigns to customer journey personalization powered by real-time behavioral triggers.

 
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)

   

  Capillary’s Expanding Global Footprint

  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+).

   
  Explore how each of these robust platforms can up your loyalty game.

   

  Loyalty+

  

   
   

  Engage+

  

   
   

  Insights+

  

   
   

  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.”

   

  A Validation of Capillary’s Commitment to Cross-Channel Excellence

  “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.

   
  Want to enhance your cross-channel customer experience with AI-driven marketing automation and omnichannel marketing solutions? Talk to our experts today and discover how Capillary’s innovative cross-channel marketing software can help you optimize customer engagement and business performance.

   

  
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  Jubin Mehta is the Global Marketing Director at Capillary Technologies, a worldwide leader in AI-powered customer loyalty. With more than a decade of experience spanning tech journalism and B2B SaaS marketing, he shapes Capillary’s global brand strategy and thought-leadership agenda across the U.S., Asia, and Europe. Jubin is a trusted voice on how AI, data, and evolving consumer behavior are redefining loyalty programs for enterprise brands. Beyond marketing, he is a meditation instructor and proponent of non-dual philosophy.