Today's customers don't separate their lives into channels, and they don't expect brands to either. They want experiences that feel relevant and personal, whether that's confirming a delivery, getting a reminder about an appointment, or receiving an offer they actually care about. Imagine a shopper who adds items to their cart but never checks out. Hours later, the reminder email arrives, but by then it's buried in a crowded inbox. The opportunity to recapture their attention has passed.