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Qubit Cited by Forrester Research as Leading Marketing-Centric Digital Customer Experience Delivery Platform

January 09, 2015

There can be little doubt that enhancing the customer experience will remain a top C-level priority of enterprises of all sizes around the world in 2015.  And, when it comes to customer interactions, outbound marketing is becoming ever more important as companies use Big Data and sophisticated analytics to improve customer engagement over all channels.  It is in fact why more and more attention is being paid to outbound technologies since they are of vital interest to numerous lines-of-business and support capabilities inside enterprises. 


An indication of this attention is that industry analysts have taken keen note as well. In fact, Forrester Research  is out with a report, “The Market Overview: Digital Customer Experience Delivery Platforms” that is predicting 59 percent of all retail sales will be impacted by a digital touch by 2018. 

The report, published in December, looks at the digital experience software vendor market and describes how many of these vendors are acquiring new capabilities and tools to help them move aggressively into new or adjacent areas.  It defines digital experience delivery platforms as “software to manage, deliver, and optimize experiences consistently across every digital touchpoint” and divides the platforms as either "commerce-centric" or "content-centric".

 It also recommends identifying the ‘next-generation’ requirements to better prepare for digital experience investments.

One of the company’s profiled in the report is Qubit, which is highlighted as one of two ‘enterprise marketing-centric’ platforms, capable of handing marketers the tools to create and drive experiences to engage customers as a supplement to a client’s core WCM or ecommerce systems.

As the graphic below shows, Forrester “More and more, marketing departments are beginning to shift their focus and resource towards improving the digital experience for their online customers, seeing it as the single biggest lever a business can pull to increase revenue and profitability.”

says Qubit provides its clients with a "proprietary, best-in-breed offering" for web and mobile analytics and testing & optimization. 

(click to enlarge)

Interestingly, Qubit and Salesforce are the two vendors listed to represent the enterprise ‘marketing-centric’ technologies within the report.

Qubit’s CEO and founder Graham Cooke said: "More and more, marketing departments are beginning to shift their focus and resource towards improving the digital experience for their online customers, seeing it as the single biggest lever a business can pull to increase revenue and profitability."

2015 is going to see a continuation of the trend of silos within enterprises being broken down as part of major customer experience initiatives.  After all, creating more contextual customer profiles and having everyone more aware of all aspects of the customer journey are paramount not just for agents making outbound calls but for sales, marketing and a host logistical support people and processes.  Information really is power, and having the right tools in the right hands at the right time whether it be for inbound or outbound efforts is why investments in platforms like Qubit’s are going to draw more passing interest. 




Edited by Maurice Nagle

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