April 2025
Five key findings from A Forrester Thought Leadership Study
While most are confident in their multichannel outbound communication capabilities, few are reaching their desired contact rates. Customer contact solutions help organizations overcome channel silos and improve their outbound customer experience.
74%
Below a good right party contact rate
27%
At a good right party contact rate
3%
Exceed a good right party contact rate
26% of All respondents are at or above their ideal right party contact rate. 26% of Financial Services respondents are at or above their ideal right party contact rate, ranking them 1st in right contact rates by industry surveyed. 26% of Travel & Hospitality respondents are at or above their ideal right party contact rate, ranking them 3rd in right contact rates by industry surveyed. 26% of Collections respondents are at or above their ideal right party contact rate, ranking them 2nd in right contact rates by industry surveyed.
65% of respondents are confident or very confident in their ability to orchestrate a cross-channel outbound strategy. Financial Services is the most confident industry serveyed in their ability to orchestrate a cross-channel outbound communication strategy. Travel & Hospitality is the 3rd most confident industry serveyed in their ability to orchestrate a cross-channel outbound communication strategy. Collections is the 2nd most confident industry serveyed in their ability to orchestrate a cross-channel outbound communication strategy.
Our outbound channels are siloed by channel.
Our outbound voice communication channel is seperate from our digital channels, which are connected.
All outbound channels are integrated together.
Only 1 in 3 organizations have integrated all their outbound channels Financial services organizations are more likely to integrate all outbound channels than both collections and travel and hospitality Travel & hospitality organizations are less likely to integrate all outbound channels than both financial services and collections Collections organizations are more likely to integrate all outbound channels than travel and hospitality, but less likely than financial services
26% of organizations are currently piloting or have implemented a customer contact solution. With 26% of organizations piloting or implementing a customer contact solution, Financial Services ranks 1st in adoption in our survey. With 26% of organizations piloting or implementing a customer contact solution, Travel & Hospitality ranks 2nd in adoption in our survey. With 26% of organizations piloting or implementing a customer contact solution, Collections ranks 3rd in adoption in our survey.
About Forrester Consulting
Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Ranging in scope from a short strategy session to custom projects, Forrester’s Consulting services connect you directly with research analysts who apply expert insight to your specific business challenges. For more information, visit forrester.com/consulting.
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