ReachFive x Forrester

Live Talk Around Customer Experience

Image LP TEI LIVE  no date

Experts talk personalization & customer data best practices and ROI

Guests from Forrester, Brendan Witcher & Sri Prakash Gupta, and ReachFive's Russell Loarridge share their perspectives, strategies and tactics for creating an authentic and relevant experience that keeps customers coming back. 

Stream the replay and learn from the experts:

  • What’s the market maturity in Europe for personalization?
  • What’s the current state of retail - who is surviving and who is thriving?
  • Why are some falling behind, and what practical steps can they take around customer data?
  • How do you start engaging customers on their terms, balancing data-driven strategy with compliance and trust?
  • Real examples of retailers doing it right, and their ROI. 


The discussion is followed by a short analysis of the commissioned study conducted by Forrester Consulting on behalf of ReachFive, The Total Economic Impact of ReachFive’s CIAM solution and what business benefits were enabled by managing customer identity and access for 2 leading retailers, Adeo Group and Micromania.


Brendan Witcher_Forrester Sri Prakash Gupta_Forrester Russel Loarridge_ReachFive

Brendan Witcher, VP and Principal Analyst Serving eBusiness & Channel Strategy Professionals - Forrester

Sri Prakash Gupta, Consultant - Forrester

Russell Loarridge, Director - ReachFive

Brendan serves digital business strategy professionals and is an expert on consumer behavior and technology trends in the commerce engagement space. He is an authority on market developments and vendors that help deliver today's leading strategies and tactics in digital excellence. Brendan has written over 150 industry-leading research reports and is a trusted adviser to over half of the US Fortune 100 companies — including 8 of the top 10 — that sit at the forefront of dealing with digital disruption. Brendan is sought after for comments and insights by industry media such as Bloomberg, CNBC, Marketplace, NPR, PBS, The Economist, Time, and The Wall Street Journal.

Sri is a consultant with the Forrester’s Market Impact group. He has an extensive background in technology road mapping, providing strategic direction to organizations. Sri leads custom consulting engagements to create independent, data-fueled stories and deliverables that help his clients capture mindshare across channels and turn prospects into customers. Currently, his work focuses on the articulation of business value from technology investments under the TEI framework.

Russell has been a leader in the software industry for nearly 30 years, almost exclusively in secure B2C marketing solutions. He has extensive experience in Internet relationship management, identity, personalisation, CRM and vertical markets, including Retail, eCommerce, Finance, Telco and Consumer Brands.  Prior to joining ReachFive he built Janrain’s International business (now Akamai’s consumer identity platform) following on from Bazaarvoice, the ratings and reviews business where he was responsible for all customer acquisition outside North America.


ReachFive's CIAM Solution Key Numbers



Account Creation

More revenue from better customer experience

Capture d’écran 2021-01-14 à 10.51.11



Return on investment

over 3 years

Capture d’écran 2021-01-14 à 10.51.15

$3.5 Million

Net Present Value (NPV)

Net benefits from implementing ReachFive

Capture d’écran 2021-01-14 à 10.51.36

3 Months

Payback Period

Fast return on investment



time saved

More efficient re-platformating of e-comm solution

"We want our customers to be able to connect, navigate, and interact with our brands and partners seamlessly."

Customer Plateform Leader, Adeo