Loyalty is critical to customer engagement today as consumers exercise greater control over how they interact with brands.
Through loyalty programs, brands are able to create value for consumers, where in exchange for personal information and preferences, they receive more relevant offers, perks and personalized experiences.
As more brands embark on engaging customers through loyalty programs, we’re proud to be named a Leader by Forrester Research in the report: The Forrester Wave™: Loyalty Technology Platforms, Q2 2019.
Delivering global programs for decades across verticals
The report cites that Epsilon excels at executing complex loyalty programs with a wealth of experience in powering loyalty for retail, travel and hospitality, restaurant, and financial services. And for bringing “more than loyalty to the table in service of its mission to ‘make every interaction count.’”
We believe our decades of global experience innovating in the loyalty space sets us apart in being able to deliver the human experiences customers expect today.
Why? Because loyalty is predicated on human emotion and is always changing. Brands need partners that can help them better predict what customers want next through data and insights and then help them reach those customers through powerful technology platforms at the right moment in time and at scale.
Our expertise and ability to help brands optimize every customer interaction is why brands like Walgreens, Dunkin’, Dell, FedEx and GNC have all turned to Epsilon to power their loyalty programs. It’s also why, we think Forrester Research cited us with the highest score possible in the services, vision and customer retention and satisfaction criteria as part of this evaluation.
Bringing more than loyalty to the table
To deliver the experiences customers expect today, we believe it takes more than a reliable loyalty technology platform.
Over the last few years, we’ve worked hard to bring together an integrated suite of products and services to better serve our clients and help them tell a connected story at every customer interaction. Forrester took notice stating in the report, “Its Agility Loyalty solution integrates with the full suite of Epsilon’s marketing, data, and media products and even includes a license for its Agility Harmony email platform; this vendor was a Leader in The Forrester Wave™: Email Marketing Service Providers, Q2 2018.”
Clients are responding to Epsilon’s unique ability to integrate the customer experience. Dunkin’ and Dell both recently expanded their relationship with Epsilon to deepen personalization and scalability across loyalty, email and other marketing channels to drive brand engagement.
To ensure our clients get the most out of our technology platform, we’ve also focused on elevating Agility Loyalty’s user experience and self-serve options. In the report, Forrester states, “its interface is intuitive, the Ignite training portal is easy to navigate, and Epsilon is investing in making the UI more marketer-friendly. Customer feedback about Epsilon’s flexibility extends to the solution itself. One customer reference explained that “it’s very easy to build out new experiences [in Agility Loyalty] without having to do a coding exercise.”
We want our clients to feel empowered and prepared to convert the most casual customers into lifelong fans. In the report, Epsilon’s Agility Loyalty solution received the highest scores possible in the: artificial intelligence, currency, rewards, and fraud criteria. We believe these criteria are increasingly critical to loyalty programs given today’s changing customer engagement environment. For example, our configurable fraud-risk detection capability constantly monitors customer interactions for clients to identify and interdict potential fraudulent redemption activity in real time so they can take action to stop it before it happens.
An experienced hands-on partner
During a time when technology often over-promises and under-delivers, we know our clients need more than a reliable platform to meet their business objectives. In the report, Forrester cites: “Clients agree that Epsilon ‘knows loyalty and its customers really well.’” “For large enterprises with complex requirements, Epsilon is an experienced and hands-on tech partner.” We believe Forrester’s evaluation validates our ability to deliver leading technology and services where Epsilon received the highest scores possible in the privacy and security and onboarding and implementation services criteria.
We are proud of our ability to innovate and adapt to the changing needs of our clients and rising expectations of customers. In 1981 Epsilon helped launch Pan Am WorldPass, the world’s first global frequent traveler program, and one of the market’s earliest loyalty programs. Today, Epsilon’s Agility Loyalty platform manages 750 million loyalty memberships worldwide delivering 175 MM campaign messages and 600 MM transactions per month.
We believe Epsilon’s position as a Leader in this evaluation reinforces Agility Loyalty’s differentiation in the marketplace with the performance, solution depth, flexibility and expertise brands need today.