Engagement and communication may very well be the most important aspects in the lifecycle of a customer or constituent spanning government, healthcare, insurance and financial services. It sets the stage for the entire relationship going forward. When an experience is slow or painful, it can leave a negative impression that may linger externally and internally for months—a universal problem that affects every industry. Why do so many organizations, in every industry, deliver such unsatisfying external engagement and communications experiences? Three reasons stand out: process complexity, a more demanding audience and expanding channels.