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Customer Engagement Report

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


32 %
Plan to invest in data, analytics and tech before anything else
52 %
Say email is the most valuable marketing channel for retaining customers
66 %
Consumers care more about experience than price for brand decisions


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


  • Fundamentals of Personalized Experiences – Start with the Customer at the Center
  • Taking a Unified Approach to CRM and Promotions
  • Fueling Your Digital Transformation Through the Power of Cloud

Featured Case Study

Hear an inspiring story about Canon’s shift from a business focused on products to a modern brand that’s dedicated to meeting the ever-changing needs of today’s customers. Find out what kind of commitment it takes to achieve a customer-centric transformation.