Summary
Enterprises must orchestrate outbound communication to their customers before they do substantial damage to the customer experience. Fully 86% of executives at enterprises we surveyed recently do some orchestration — but only 7% of them strongly agree with the statement “We orchestrate customer communication across digital channels including mobile messaging and email.” When executives at enterprises list their technology challenges, “Too many notification siloes” (54%) is second only to “We lack integration to existing solutions” (59%). This report summarizes the challenges and offers firms a path for well-orchestrated messages that make sense to customers.
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