New York, December 21, 2023 - Emplifi, a leading customer engagement platform, today announced that Forrester has recognized Emplifi as a notable vendor, in its overview of 11 vendors, in its recent report "The Social Suite Landscape, Q4 2023" report. Shifts in the media landscape make social suites – platforms that combine multiple social tech capabilities into a single unified offering, such as social content planning and publishing, social listening, and customer response – critical to efficiently manage all social media marketing efforts in one place. The report acknowledges the growing business case for social suite solutions and that brands continue to invest more time and budget on social media to drive sales.
The findings are designed to help business and technology leaders make strategic and operational decisions about software vendor partnership, and are especially crucial for customer experience-driven organizations.
Findings from the report include:
Increase in social media team productivity: Faced with ongoing social platform changes and new consumer touchpoints, social suites' end-to-end capabilities help boost productivity by scheduling, approving, and publishing content all from one place.
Responding faster to customers: Social suites with streamlined inboxes, message categorization, and integrated CRM platforms enable faster customer responses, and provide a more unified view of the customer for social media and customer care teams.
Measuring the impact of social media content: Improving the ROI and effectiveness of marketing is a priority most cited by global B2C marketing decision-makers, with many finding it challenging to measure the return on ad spend on paid social media channels. Social suites provide solutions to measure organic and paid performance across platforms, and are evolving further to include influencer performance, competitive benchmarking, and customer service case management data.
Solutions that go beyond social media: Previously focused on assisting social media marketers manage brand accounts, established vendors have strengthened product functionality through acquisitions, research, and development to deliver influencer/creator marketing, employee advocacy, rating and review management, and customer care.
"Emplifi is reshaping the way brands connect with the modern consumer in today's dynamic digital landscape – with a robust offering that supports the end-to-end customer experience. We continue to take bold strides to unify marketing, commerce, and care and have built our capabilities across ratings and review management, influencer marketing and customer care. With AI and automation, the opportunities to drive efficiencies and enhance results are only getting greater, and we look forward to delivering further innovative features in 2024," said Zarnaz Arlia, CMO, Emplifi.
Forrester Consulting requested information from vendors to complete its review. If vendors didn't share information, estimates were made based on available secondary information.
Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital- and social-first strategies. More than 20,000 brands like McDonald's, Ford Motor Company, and Delta Air Lines rely on Emplifi to enable connected, empathetic experiences for the modern consumer across marketing, commerce, and care. Headquartered in New York, Emplifi partners with major social media networks and digital platforms, including Google, Meta, LinkedIn, X, TikTok, and Snapchat.