{"id":43438,"date":"2020-12-16T08:02:17","date_gmt":"2020-12-16T16:02:17","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=43438"},"modified":"2024-09-16T14:51:04","modified_gmt":"2024-09-16T21:51:04","slug":"salesforce-named-a-leader-in-experience-optimization-platforms-2020-report","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-named-a-leader-in-experience-optimization-platforms-2020-report\/","title":{"rendered":"Salesforce Named a Leader in Experience Optimization Platforms 2020 Report"},"content":{"rendered":"\n

Among “the 10 providers that matter most,” Salesforce has the top-ranking strategy category score.<\/em><\/p>\n\n\n\n

We\u2019re pleased to share that Forrester Research has ranked Salesforce a Leader in \u201cThe Forrester WaveTM<\/sup>: Experience Optimization Platforms, Q4 2020\u201d report. Salesforce was rated highest among all vendors in the strategy category.<\/p>\n\n\n\n

You can download a complimentary copy of the report here<\/a>.<\/p>\n\n\n\n

For this Wave, Forrester evaluated the Salesforce Interaction Studio<\/a> offering \u2014 Salesforce\u2019s real-time personalization and interaction management solution.<\/p>\n\n\n\n

Interaction Studio combines sophisticated artificial intelligence (AI) and behavioral analytics with data from numerous sources \u2014 so companies can deliver individualized and optimized experiences throughout the customer journey.<\/p>\n\n\n\n

The need for experience optimization <\/h2>\n\n\n\n

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\u2019s recent \u201cState of the Connected Customer<\/a>\u201d 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 \u2014 optimized to reflect each person\u2019s history, preferences, and in-the-moment intent \u2014 is key.<\/p>\n\n\n\n

Accordingly, Forrester\u2019s Wave states that \u201cimproving connected experiences has become one of customer insights leaders\u2019 most important initiatives.\u201d <\/p>\n\n\n\n

The firm\u2019 report notes that for experience optimization platforms (EOPs), \u201cdigital touchpoint support and innovative use of AI are key differentiators\u201d \u2014 with AI able to \u201cdeliver faster and more predictive analysis, as well as drive more intelligent and automated experience optimization.\u201d<\/p>\n\n\n\n

Salesforce\u2019s vision and performance<\/h2>\n\n\n\n

Today, companies have the ability to harness technology to create consistent, relevant experiences that anticipate and respond to each person\u2019s 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.<\/p>\n\n\n\n

We believe Salesforce\u2019s positioning as a Leader reflects our dedication to helping companies speak to their audiences, across channels, as individuals \u2014 using our cutting-edge, Einstein<\/a>-powered technology to create, test, and display personalized content, offers, and experiences. We\u2019re proud of the outstanding results our customers achieve every day, increasing engagement, loyalty, and conversions.<\/p>\n\n\n\n

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. <\/p>\n\n\n\n

The Wave also notes:<\/p>\n\n\n\n