Opt-Outs From Marketing Messages Hinder Customer Engagement Efforts


Forrester’s “Reverse Disengagement With Contextually Relevant Content” study finds that while all businesses are focused on customer engagement, retail banks and credit unions are chiefly focused due to the growing competition from various kinds of fintech startups with similar services. According to the report, 79% of customer engagement leaders at banks stated re-engaging customers who have opted out has become more complex than engaging new customers.