Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, today announced that it ranked as a Leader in The Forrester Wave™: Loyalty Solutions, Q2 2021 by leading independent research firm, Forrester Research, Inc. The agency is recognized for its compelling loyalty experience management offering with the highest score possible in the solution vision criterion.

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The Forrester Wave™: Loyalty Solutions, Q2 2021 report used 28 criteria to evaluate 14 top loyalty solutions providers, including how each provider measures up and helps B2C marketers select the right partner for their needs.

One key trend observed in the report is the progression toward delivering personalized and enhanced experiences to support customer retention and engagement goals. The trend further emphasizes that marketers should partner with an agency that offers capabilities addressing the complexities of customer relationships. Within the report, the comprehensive set of packaged services that power Merkle’s Loyalty Experience Management (LXM) offering is recognized and the report states marketers should explore Merkle’s Human Loyalty^® approach if “looking for a comprehensive services-led solution to loyalty and experience management.”

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Merkle received the highest vendor score in the strategy category, which evaluated organizations across aspects including solution vision; execution and innovation roadmap; company performance; integration and partnerships; and global support and deployment. According to the report, “Merkle offers heavy-duty data management, identity resolution, data security, and member engagement capabilities, enhanced with broad partnerships. Its client retention record is one of the best in this study, and clients appreciate its fully transparent pricing.” Merkle’s measurement of senior management performance on diversity, equity, and inclusion (DEI) advancement, as well as planned roll out of an automated emotion measurement methodology, are also recognized in the report.

“We’re proud to be recognized by Forrester as a Leader in loyalty because we believe it is a validation of our vision and ability to execute against that vision to meet our client’s business objectives,” said Chris Wayman, executive vice president, Promotion & Loyalty Solutions at Merkle. “Our LXM solution recognizes that loyalty is more than a program, it’s the outcome of all experiences the consumer has with a brand. By working with our clients to fully integrate loyalty into the overall customer experience, we deliver carefully curated moments of value that are informed by data, contextually relevant, and seamlessly assimilated into the customer’s lifestyle. The outcome is an emotional bond with the consumer that can sustain a brand through industry disruption and downturns.”

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