Thunderhead, the global leader in customer engagement and journey orchestration technology, has today been named as a Leader in The Forrester Wave™: Real-Time Interaction Management, Q4 2020. The Wave™ analysis evaluates the most significant Real-Time Interaction Management (RTIM) providers and benchmarks against strength of current offering, strategy and market presence. The Wave™ research pinpoints real-time decisioning, AI and Journey Orchestration as the three key differentiators in this category. Thunderhead was also recently named a Leader in The Forrester Wave™: Journey Orchestration, Q2 2020, a closely aligned category, and is the only vendor that appears as a Leader in both reports.
Rusty Warner, lead analyst of the Forrester Wave™, notes that the evaluation focuses on ’driving successful outcomes in the moments that matter to customers across their holistic journeys with brands’ and that Thunderhead ‘positions RTIM as mission critical functionality to optimize customer journeys.’
The research highlights Thunderhead’s fusion of RTIM and customer journey orchestration and commends its vision and roadmap as impressive. With its ONE platform, including its recently launched ThunderBay journey-based AI, Thunderhead ranked amongst the highest scores for Current Offering, in particular Contextual Understanding, Measurement and Optimization. It also scored highly for Strategy with some of the highest possible scores for Product Vision, Innovation roadmap, Performance and Commercial Model.
Thunderhead is the only new-entrant Leader in the research, but while it is the company’s first appearance in the RTIM Wave™ in its own right, it has featured previously as an OEM supplier to another vendor.
Glen Manchester, Thunderhead Founder and CEO said, “Being accredited as a Leader in the RTIM Wave™ research in our standalone debut appearance is a great honour for us, especially as it’s hot on the heels of our leader ranking in the Journey Orchestration Wave™ for the third consecutive time.
We’re particularly proud to be recognized as a leader for bringing the AI-powered fusion of real-time interaction management and journey orchestration to market. We are continuing to build on our expertise in AI and behavioural analytics, and our new AI suite ThunderBay breaks new ground in the real-time analysis of interactions and journeys.
In a world where every second counts, brands need to interact with their customers as individuals, in conversations that are real-time, contextually relevant, and which build value and trust. We purpose built our ONE Engagement Hub to do this at scale, and at the same time being a light-touch solution that is quick to deploy, easy to use, and delivers rapid time to value. Getting this right is a real game changer for brands, boosting engagement, retention and life time value, driving efficiencies and service quality, and delivering increased revenue and retention.
Demand has accelerated over the last 18 months and ONE is now being used by brands to manage billions of interactions in over 15 different industries, in 25 countries across 5 continents. We’re proud to be able to help Marketing, CX and IT leaders to rally around a customer-led approach to building brand success, leveraging the very latest in technology to improve every individual interaction, every journey and every relationship.”
* The Forrester Wave™: Real-Time Interaction Management, Q4 2020, Rusty Warner with Mary Pilecki, Robert Perdoni, and Christine Turley