Charter Report

Introducing A New Function: Unified Coordination For Outbound Communication

Introducing A New Function: Unified Coordination For Outbound Communication

August 18th, 2021
Joe Stanhope, VP, Principal Analyst
Joe Stanhope VP, Principal Analyst
Julie Ask, null
Julie Ask
Rob Koplowitz, null
Rob Koplowitz
With contributors:
Fiona Swerdlow , Cole Walsh , Sarah Morana , Ashley Villarreal

Summary

Inconsistent or overwhelming messaging from a single brand ruins, rather than improves, customer experiences. Businesses continue to grow their use of messaging to customers, but their ability to govern and coordinate all that outbound messaging has not kept pace. This report lays out the responsibility of a unified coordination function for outbound communication to ensure that brands don’t ruin customer experiences through poorly executed messaging programs.

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