Thunderhead Named a Leader in Forrester Journey Orchestration Wave™ 2020

Thunderhead’s ONE Platform is a strategic choice for Journey Orchestration achieving the highest possible score for Strategy

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Boston: Thunderhead, the global leader in customer engagement and journey orchestration, has today been named as a Leader in The Forrester Wave™: Customer Journey Analytics Orchestration Platforms, Q2 2020. The Wave™ analysis identifies the most significant journey orchestration platforms, evaluating strategy, current offering and market presence.

Thunderhead is commended in particular for its Strategy, scoring top marks in every criteria and the maximum possible score. Thunderhead’s ONE Platform scored joint highest for Technology and was amongst the highest scores for its Current Offering in the Data Fusion, Journey Automation and Orchestration criteria.

Closely aligned to Thunderhead’s strategic thinking and approach, the report by Joana de Quintanilha, VP and Principal Analyst at Forrester, recognizes that “integration, speed to insights, and real-time decisioning matter most for orchestration’ and notes that vendors are differentiated by their ability to “integrate seamlessly to deliver insights at speed; measure business impact; orchestrate the next best experience across a variety of systems using AI”.

Thunderhead’s ONE platform is the only named Leader designed from the ground-up as a complete enterprise-class cloud solution for journey-based engagement, with omnichannel customer journey analytics and actionable journey insight. Instead of a dated campaign-based approach, ONE provides a real-time, outside-in perspective on every individual customer interaction in the form of actionable insight that can be applied to guide individualized conversations across all silos and touchpoints. ONE’s unique power in easily connecting silos and extending the value of existing customer-facing technology with a solution that is quick to deploy, easy to use, and delivers rapid results, is what sets the platform apart for marketers and CX leaders.

Glen Manchester, CEO and Founder said, “This is the third Wave™ report published since Forrester started covering Journey Orchestration, and we’re honored to have been a Leader in each of them. In that time, we have pioneered an extremely exciting landscape and are proud to have become the trusted partner to hundreds of enterprise customers globally across 14+ verticals who, as our customers, have helped us become the largest player in the space. I would like to say a big thank you to our customers, partners and our incredible team for making this possible.

A seemingly endless wave of disruptive market forces is forcing brands to recognize the importance of the customer lifecycle and lifetime value, fueling the demand for journey orchestration. Aligning service, sales, retention and marketing activity around the individual needs of a customer in real-time brings an end to the kind of disjointed, irrelevant, and so-called personalized experiences, which has such a negative impact on customer success. We call this shift individualization, which drives the engagement leading to maximized customer lifetime value and trust.

The Journey Orchestration market is set for significant growth and we are continuing to set the disruptive agenda for customer centricity, so its fitting that with this announcement we are ushering in our own new wave of purpose built journey-specific AI called ThunderBay. It’s the culmination of two and a half years of research and development and our most significant investment since we launched ONE. Early customer feedback on ThunderBay’s AI and advanced journey and behavioral analytics has been outstanding and we see this innovation as the last mile for marketers and CX practitioners in creating the optimum value for both the customer and the brand.”