#contactcenterworld, @forrester
Toronto, ON, Canada and New York, NY, USA, Feb. 10, 2021 - Bond, a global customer experience and loyalty management firm, announced that it has been recognized as a Strong Performer in The Forrester Wave™: Customer Database and Engagement Agencies, Q1 2021. In the report, Forrester names the eight most significant providers in the category and Bond received the highest scores possible in the criteria of strategic planning; professional services; and diversity, equity and inclusion; and among the second highest in the innovation roadmap criterion.
"Building on a tremendous journey, and with a pedigree in customer experience and a digital-first approach to everything we do for our clients, never has this recognition been more relevant. We’re proud to be named a strong performer in the rapidly growing and evolving customer database and engagement space," says Bob Macdonald, CEO at Bond. "With our continued investments in innovative offerings, leading technology, and strategic partnerships, Bond is helping to accelerate our clients’ digital plans and applying smart, data-driven, AI-powered approaches to their engagement marketing and customer experiences."
In recent years, Bond has strategically expanded its expertise beyond loyalty to include customer engagement and CRM solutions—a move Forrester recognizes in its report. "[Bond] has long been a market-maker in the loyalty service provider space; now it wants to bring that expertise and understanding of consumer behavior to a wide range of channels and marketing programs," Forrester states. The report also states, "[Bond’s] approach to true customer engagement is terrific."
"We think Bond’s Synapze DNA—the agency’s identity offering—has tremendous potential, and marketers looking for a partner to help them stretch loyalty to CRM will find a solid one in Bond," states Forrester.
Forrester evaluated providers against 29 different criteria, and Bond received the highest score possible in the strategic planning and professional services criteria—key areas that have helped clients continually lead and drive performance. This was especially critical during the beginning of COVID-19, as Bond helped clients pivot and persevere in a disruptive time. Forrester states Bond’s response to COVID-19 "has been one of the most strategic we’ve seen." One reference told Forrester that Bond helped him avoid layoffs, "reprioritizing, pulling forward, and investing assets in" projects that were considered second or third phase pre-COVID-19 but represented critical impact when the pandemic hit."
#contactcenterworld, @forrester
Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com
About Bond Brand Loyalty:
Bond Brand Loyalty is a global customer engagement agency that specializes in building brand loyalty for the world’s most influential and valuable brands. Our mission is to make marketing more rewarding for customers, richer and more resilient for brands, and to deliver profitable business outcomes for our clients. We build measurable, authentic, and long-lasting relationships through a combination of services that includes loyalty solutions, customer experience, marketing research, customer analytics, live brand experiences, and proprietary technology platforms.
About Forrester:
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public. 
Published: Thursday, February 11, 2021
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