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Awards and Recognition

Salesforce Named a Leader in Experience Optimization Platforms 2020 Report

Interaction Studio

Among “the 10 providers that matter most,” Salesforce has the top-ranking strategy category score.

We’re pleased to share that Forrester Research has ranked Salesforce a Leader in “The Forrester WaveTM: Experience Optimization Platforms, Q4 2020” report. Salesforce was rated highest among all vendors in the strategy category.

You can download a complimentary copy of the report here.

For this Wave, Forrester evaluated the Salesforce Interaction Studio offering — Salesforce’s real-time personalization and interaction management solution.

Interaction Studio combines sophisticated artificial intelligence (AI) and behavioral analytics with data from numerous sources — so companies can deliver individualized and optimized experiences throughout the customer journey.

The need for experience optimization 

Customers today connect with companies across many devices and digital touchpoints, seeking fluid, cohesive, and relevant interactions, even and especially amidst these uncertain times. Salesforce’s recent “State of the Connected Customer” report finds that 76% of customers prefer different channels, depending on context, while expecting consistent interactions across departments. For companies looking to maximize digital engagement, providing experiences that resonate — optimized to reflect each person’s history, preferences, and in-the-moment intent — is key.

Accordingly, Forrester’s Wave states that “improving connected experiences has become one of customer insights leaders’ most important initiatives.” 

The firm’ report notes that for experience optimization platforms (EOPs), “digital touchpoint support and innovative use of AI are key differentiators” — with AI able to “deliver faster and more predictive analysis, as well as drive more intelligent and automated experience optimization.”

Salesforce’s vision and performance

Today, companies have the ability to harness technology to create consistent, relevant experiences that anticipate and respond to each person’s unique wants and changing needs, wherever and however the person is interacting with them. Salesforce is committed to making that happen, all within a split second.

We believe Salesforce’s positioning as a Leader reflects our dedication to helping companies speak to their audiences, across channels, as individuals — using our cutting-edge, Einstein-powered technology to create, test, and display personalized content, offers, and experiences. We’re proud of the outstanding results our customers achieve every day, increasing engagement, loyalty, and conversions.

In addition to ranking first for strategy in the EOP Wave, Salesforce also received the highest possible scores (5 out of 5) in the following criteria: behavioral targeting, product vision, execution roadmap, and number of enterprise customers. 

The Wave also notes:

  • “Salesforce excels in behavioral targeting, and it delivers strong capabilities for managing and using data for all of the experience optimization techniques [Forrester] reviewed.”
  • “It also has strong recommendations capabilities and shows a convincing plan to execute on its product roadmap.”
  • “Salesforce’s Interaction Studio is a good fit for digital marketers, ecommerce professionals, and customer support teams.”

For more insights from the Forrester report on Salesforce, the experience optimization market, and EOP solutions, check out Forrester’s full report.


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